Our friends at Evri - again

Stegabyte

A bit of advice please:

I have shipped a parcel. It 'arrived' at the customers pick up shop 6 weeks later, (these things happen), however, when I (as the shipper) call the shop they say that the parcel is not there. The customer has been to the shop and the customer has been told its not there. In short, the customer does not have the product, nor does the shop, nor do I? 

I have tried on so many occasions to see if there is a loophole in the Evri chat bot and call system, but there isnt. The worst part is that when I put in the tracking number, it then asks me for the post code of where the item was shipped to - and its says it is incorrect. It isnt. The item was shipped to the same address as this customers last purchase, (which arrived at the shop), its all prepopulated by eBay from their details - and as I mentioned before I have already shipped to this address and it all went well. Becuase of this, I cannot file a complaint, nor get through to anyone to help me. I shipped the item originally on April 17th. I have used the CEOemail site to email the CEO to see if they can add a little pressure on the customer service team, but still no response. Does anyone know what I can do now? I either want them to admit its lost, or allow the customer to collect it, or to return the item - but until I can speak to somone, I cant get anywhere?

Thanks in advance.

Exodi

I suspect this should be in consumer rights rather than the parking board.

Reported to mods to move it.

FlorayG

Yes. Call again; when the bot asks you for a tracking number, give them the number of a parcel that you know was correctly delivered. When it asks if there is a problem, say "yes". 9 times out of 10 you then get put through to a human being, then you can talk about the tracking number you REALLY have a problem with. This works for me - unhappily, it often even then doesn't get your complaint resolved

Okell

Stegabyte said:

A bit of advice please:

I have shipped a parcel. It 'arrived' at the customers pick up shop 6 weeks later, (these things happen), however, when I (as the shipper) call the shop they say that the parcel is not there. The customer has been to the shop and the customer has been told its not there. In short, the customer does not have the product, nor does the shop, nor do I? ...

You refer multiple times to "the customer" rather than "the purchaser".  Is this a business you are running?

savergrant

If the address label is 'pre-populated by ebay' then it sounds as if this is an ebay sale and the carriage was bought through packlink. 
https://support-ebay.packlink.com/hc/en-gb

What does ebay tracking say?