Evri debaucle

nayfeee

We recently sold an item privately and posted it via Evri.

The value of the item is c. £75, so we opted to pay for a signature (to avoid the parcel being left without one) and full insurance.

Evri failed to collect a signature, despite us paying extra for that service. They left the parcel outside and it has gone missing.

The buyer has asked for a refund, understandably.

I tried calling Evri and used their Chatbot to create an enquiry with them. We heard nothing back for over a week and then they told us to raise a claim. They also told us to have the recipient complete a denial of receipt form, however there was no form attached and nowhere to download it within the claim process.

After trying literally everything to contact them, aside from physically going to a depot, I received another reply over a week later. They asked me to have the recipient completed the "attached" denial of receipt form...only there was no attachment.

It's now been over 2 weeks since the parcel went missing. I'm £85 out of pocket (value of the item that we have had to refund and the cost of postage).

There is no clear complaints process provided by Evri and it is literally impossible to contact them.

What more can I do, aside from taking them to small claims?

Many thanks.