Advice about stalled EVRI return

Belenus

Hello, my wife bought a coat online from a retailer in Scotland for about £120. The colour was not quite what she wanted so she chose to return it.

Here is the retailer's return policy. I have removed the retailer's name as they are not at fault.

If you are not entirely satisfied you may return your selection to us in a saleable condition for either refund or exchange at any time within one month of purchase. Please note that goods are returned at your own cost and we recommend that you obtain a proof of postage. Please allow up to 14 days once you have returned your parcel for any exchange to be processed or refund to be credited.
Convenient returns with Evri

To return your parcel you can use Evri by clicking on this link www.evri.com and selecting XXXXXXX as the retailer. Follow the process as indicated and a label will be generated for you to print.

Alternatively, you can return goods to us using Royal Mail or other courier services at their then current stated rates.

My wife chose Evri and paid £3.95. I do not know if that includes any insurance cover. Evri collected the parcel on Saturday 11th November. The tracking has not updated or changed since Friday 17th.

What should we do? How can we chase Evri for an update? If it has been lost, how can we pursue Evri for compensation?

Does the retailer have any liability as they recommended Evri? I presume not as it was my wife's responsibility to safely return the coat.

With hindsight my wife should probably have used a better courier or Royal Mail and ensured there was adequate insurance cover.

With luck the coat will eventually be delivered to the retailer.

Any advice or suggestions are welcome.

Thanks

Lorian

What's ot look like if you track it on the evri site itself. https://www.evri.com/track-a-parcel

Belenus

Thanks Lorian.

That is the tracking link I have been using.

moonpenny

A while ago I had a similar problem with a returned items tracking not working.
I phoned the Department Store and said I was worried my refund had not gone back into my bank.  They checked and apologised it had been overlooked and promptly reimbursed me.

I never mentioned the tracking just the fact I hadn't received my refund.  Phone the shop concerned