Evri's blue parcelshop receipt/card doesn't work

ldncase
ldncase Posts: 67
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edited 5 October 2023 at 1:24AM in Consumer rights
I had returned 2 parcels using the merchant's free return labels, and they were via Evri.
Around 10 days ago, I still hadn't got the refunds, so I chased it with the website' CS, and provided the picture of blue card/receipt to them, Two parcels were dropped off at once under the same receipt.

But today, I got this response from the merchant. They refused to refund these two orders as the reference number on the card appears to be invalid. I doubled check Evri's website, and it shows the same thing as well! Now I'm feeling a bit nervous because both orders are around £500 in total.

I have called PayPal and opened the cases, but they said the claims might be rejected as successful disputes are usually for faulty items or undelivered kind of case scenarios. I have obviously received the goods, so it makes it harder.

But, the return method is provided the merchant, not me, shouldn't they or the courier take the full responsibility? Also, I wouldn't have got the card if I did not return anything. The card was given by a member of staff at the till.

I just take a look online, it looks many people have the same experience that the number on the receipt doesn't work. So, I went to that parcelshop(Tesco) and asked them if they could bring out the results from their end. But unfortunately it shows the same thing. Also, I was hoping they could provide the CCTV footage but I was told it's more than one month. They most likely don't  have it no more.

What should I do now???

Thank you.









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Comments

  • ldncase said:
    provided the picture of blue card/receipt to them

    What exactly does this receipt show OP? 

    Just a reference number or does have any kind of date or other identifying information?
  • ldncase
    ldncase Posts: 67
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    ldncase said:
    provided the picture of blue card/receipt to them

    What exactly does this receipt show OP? 

    Just a reference number or does have any kind of date or other identifying information?
    It is a card with a reference number. You can type that on Evri's website,  and it will bring out all the parcels dropped at that parcelshop and the journeys to the recipients. There 2 blank spaces for the member of staff to fill in, which are the date and the number of parcels, but quite often the store does not even bother to write them down as the reference number would suffice.

    Now the tricky part is that refence number doesn't work.


  • Jonboy_1984
    Jonboy_1984 Posts: 1,195
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    Was there a tracking number on the original return labels from the supplier?
  • ldncase
    ldncase Posts: 67
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    Was there a tracking number on the original return labels from the supplier?


    There's another tricky thing.  I talked to their CS, they did not keep any record of tracking numbers, even if the return labels were provided by them!



  • km1500
    km1500 Posts: 2,120
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    yes the blue card they provide you with the number on it and I believe the barcode has absolutely nothing to do with the tracking number and if you call Evri they have no idea what it is
  • ldncase
    ldncase Posts: 67
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    km1500 said:
    yes the blue card they provide you with the number on it and I believe the barcode has absolutely nothing to do with the tracking number and if you call Evri they have no idea what it is
    I don't see you point. The barcode/reference number on the blue card indicates the parcels dropped off, and you can see the tracking status on Evri website.

    It's impossible to contact Evri. They only do CS chatbot and automatic phone line. You can't report an issue!

  • km1500
    km1500 Posts: 2,120
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    yes but the reference number means nothing - believe me I have been down this rabbit hole

    Next time use RM and get a proper tracking number
  • ldncase
    ldncase Posts: 67
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    edited 5 October 2023 at 12:10AM
    km1500 said:
    yes but the reference number means nothing - believe me I have been down this rabbit hole

    Next time use RM and get a proper tracking number
    No, this is not new to me either! Years ago I had the same experience with a different merchant, but eventually I got the refund successfully.

    Of course the number means something. I have another card, and I just typed the reference on Evri's website, it clearly brought up the 2 parcels and their original tracking numbers.

    You missed out the point; that was the prepaid return labels offered by the merchant.





  • ldncase said:
    km1500 said:
    yes but the reference number means nothing - believe me I have been down this rabbit hole

    Next time use RM and get a proper tracking number
    No, this is not new to me either! Years ago I had the same experience with a different merchant, but eventually I got the refund successfully.

    Of course the number means something. I have another card, and I just typed the reference on Evri's website, it clearly brought up the 2 parcels and their original tracking numbers.

    You missed out the point; that was the prepaid return labels offered by the merchant.





    Proceed along that line of complaint but I think it’ll be an uphill battle. As others have said you haven’t got a proof of postage. 

    Ultimately I think it’ll be a case of the retailers giving you money to make you go away, or they’ll proceed to court and it’s then down to judge to make the judgement whether you’ve kept the parcel and trying your luck, or actually posted it and the risk is the retailers. Hopefully the latter is the way it goes, but these things aren’t always easy to predict. 
  • ldncase
    ldncase Posts: 67
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    edited 5 October 2023 at 4:03PM
    ldncase said:
    km1500 said:
    yes but the reference number means nothing - believe me I have been down this rabbit hole

    Next time use RM and get a proper tracking number
    No, this is not new to me either! Years ago I had the same experience with a different merchant, but eventually I got the refund successfully.

    Of course the number means something. I have another card, and I just typed the reference on Evri's website, it clearly brought up the 2 parcels and their original tracking numbers.

    You missed out the point; that was the prepaid return labels offered by the merchant.





    Proceed along that line of complaint but I think it’ll be an uphill battle. As others have said you haven’t got a proof of postage. 

    Ultimately I think it’ll be a case of the retailers giving you money to make you go away, or they’ll proceed to court and it’s then down to judge to make the judgement whether you’ve kept the parcel and trying your luck, or actually posted it and the risk is the retailers. Hopefully the latter is the way it goes, but these things aren’t always easy to predict. 

    No proof of postage??? 



    I have made it very clear in my first post that 'I HAVE THE EVRI's  RECEIPT'. It's just the reference number on that card doesn't work, which I can only assume it's either a glitch or that member of staff at Tesco didn't process it correctly! The merchant uses this 'reference number invalid' as an excuse and refuses to refund. However, I am no way responsible for that as 'THE RETUEN LABELS WERE PROVIDED by THE MERCHANT'!

     


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