late delivery of parcel

[march1952denise]

I sold a vacuum cleaner to a buyer but Evri has not delivered it the tracking shows its not been delivered and have tried many many times to contact Evri, without success ,understandably the buyer has opened up a case and I keep getting reminders from eBay to resolve its not under my control so what can I do ? will I have to refund the buyer even if its not my fault!

[podlingsmum2007]

Did you buy the evri label through Packlink, or from evri independently? 

[ile136yz]

Reply to the open eBay case asap.

If it is over the estimated delivery date you will need to refund in full the price of the Vacuum Cleaner and postage.

Then put in a claim off the Courier for the loss.

[tressygirl]

If you bought the postage direct from Evri's website,  you do need to try and contact them ,  and around Xmas time it's not gonna be easy.

If you bought your postage through eBay, you claim through Packlink here:

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619#

A Packlink references number is needed which you will find here: 

https://delivery.ebay.co.uk/private/shipments/ready-to-purchase/

@march1952denise 

[rjwilmsi]

First step is to try to get the item delivered. Sometimes in the past, if you play with the chatbot on the Evri website asking it to open a lost parcel search (or similar keywords), that will result in the parcel getting moving again the next day.

Otherwise, as others have said, you will have to issue a refund and then try to claim from Packlink (if purchased via eBay) or Evri (only if purchased directly from Evri). Bear in mind there is normally a £20 compensation limit and Packlink are normally useless at helping with claims. If in future you want full cover, don't use Evri.