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Issue with Evri and retailer re missing parcel contents
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nik_k
Posts: 301 Forumite
Hi folks, I'm after a bit of advice please...
I purchased online an item of clothing, which was unsuitable. I therefore returned it to the retailer, for a refund. I used Evri for the return, and ensured that the parcel was insured to the correct amount. Unfortunately, when the parcel arrived back with the retailer, the contents were missing, it was just an empty box.
I placed a claim with Evri for the missing contents, and this claim is in progress. However, this is where the problem lies... Evri have asked the retailer (via me) to complete a Denial of Receipt form, stating that they didn't receive the contents of the parcel. The retailer doesn't want to complete the form though. They have issues with some of the content, even though it's a standard form.
Evri have said that as the delivery shows as compliant, without any sign of the parcel being empty, they need the retailer to sign that they received an empty package. Understandably, they cannot issue a full refund without any proof that the retailer didn't receive it.
The retailer have said that if Evri were to contact them directly regarding the case then of course they would be more than happy to liaise with them regarding the issue and confirm that the box they received was empty of the goods intended to be returned, and therefore they were not able to issue me with a refund when this arrived. However, Evri state that the delivery contract is with me as the sender, and that they do not liaise with the recipient under any circumstances.
I've asked the retailer whether they instead would be able to draft a letter on headed paper stating that the contents of the parcel were missing. I've then asked Evri if they'd accept such a letter as evidence. Is there anything else I could try?
This really is a stalemate situation, and I can see where both are coming from to a certain degree. However, it's not the usual case of Evri being at fault, it (to me anyway) seems more to be the retailer digging their heels in for whatever reason.
I purchased online an item of clothing, which was unsuitable. I therefore returned it to the retailer, for a refund. I used Evri for the return, and ensured that the parcel was insured to the correct amount. Unfortunately, when the parcel arrived back with the retailer, the contents were missing, it was just an empty box.
I placed a claim with Evri for the missing contents, and this claim is in progress. However, this is where the problem lies... Evri have asked the retailer (via me) to complete a Denial of Receipt form, stating that they didn't receive the contents of the parcel. The retailer doesn't want to complete the form though. They have issues with some of the content, even though it's a standard form.
Evri have said that as the delivery shows as compliant, without any sign of the parcel being empty, they need the retailer to sign that they received an empty package. Understandably, they cannot issue a full refund without any proof that the retailer didn't receive it.
The retailer have said that if Evri were to contact them directly regarding the case then of course they would be more than happy to liaise with them regarding the issue and confirm that the box they received was empty of the goods intended to be returned, and therefore they were not able to issue me with a refund when this arrived. However, Evri state that the delivery contract is with me as the sender, and that they do not liaise with the recipient under any circumstances.
I've asked the retailer whether they instead would be able to draft a letter on headed paper stating that the contents of the parcel were missing. I've then asked Evri if they'd accept such a letter as evidence. Is there anything else I could try?
This really is a stalemate situation, and I can see where both are coming from to a certain degree. However, it's not the usual case of Evri being at fault, it (to me anyway) seems more to be the retailer digging their heels in for whatever reason.
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