Evri lost returns parcel - how to claim?

RnK136

I paid via Evri for a returns to a retailer and the parcel tracking stopped on 15th September, still showing "on it's way back to the retailer".

Retailer are saying they haven't received anything, and because they didn't provide the label it is Evri who I need to contact about refund/compensation for a lost parcel. They won't refund me for the goods.

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

How I am supposed to get around this and get a compensation claim in?

I don't know if I can try Chargeback via the bank with the Debit card I paid with because which transaction would I dispute? The retailer sent me the goods, no problem. But the transaction for the Evri label was £3.50, what about the value of the goods inside the lost parcel??

Ectophile

If you paid Evri, then their failure to deliver is your problem, not the retailer's.

So you need to start a claim against Evri for the loss.  How much you get may depend on whether or not you insured the parcel for its true value.

Undervalued

RnK136 said:

I paid via Evri for a returns to a retailer and the parcel tracking stopped on 15th September, still showing "on it's way back to the retailer".

Retailer are saying they haven't received anything, and because they didn't provide the label it is Evri who I need to contact about refund/compensation for a lost parcel. They won't refund me for the goods.

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

How I am supposed to get around this and get a compensation claim in?

I don't know if I can try Chargeback via the bank with the Debit card I paid with because which transaction would I dispute? The retailer sent me the goods, no problem. But the transaction for the Evri label was £3.50, what about the value of the goods inside the lost parcel??

They are correct.

Your contract is with Evri and if the parcel is lost you will be entitled to whatever compensation is included with the level of Evri service you bought. You will have to make a claim from Evri.

If the parcel is worth more than that then I am afraid you will struggle to get extra.

For future reference, with returns it is generally easier and safer to let the retailer provide a paid return label (even if you have to pay for it, as then they have full responsibility from the moment you get proof of dispatch (or collection).

visidigi

RnK136 said:

I paid via Evri for a returns to a retailer and the parcel tracking stopped on 15th September, still showing "on it's way back to the retailer".

Retailer are saying they haven't received anything, and because they didn't provide the label it is Evri who I need to contact about refund/compensation for a lost parcel. They won't refund me for the goods.

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

How I am supposed to get around this and get a compensation claim in?

I don't know if I can try Chargeback via the bank with the Debit card I paid with because which transaction would I dispute? The retailer sent me the goods, no problem. But the transaction for the Evri label was £3.50, what about the value of the goods inside the lost parcel??

Have you followed this?

https://international.evri.com/service-centre/select?caseType=NotDelivered

the_lunatic_is_in_my_head

@RnK136 Can you clarify how you purchased this label, did you go to Evri's website (or a third party like Parcel2Go) and buy a label or did you use the retailer's return portal (where they have effectively resold you a a label)? 

RnK136 said:

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

This response, which is presumably automated, appears to suggest Evri is recognising the shipment as going through a retailer's account rather than general consumer purchase. 

RnK136

the_lunatic_is_in_my_head said:

@RnK136 Can you clarify how you purchased this label, did you go to Evri's website (or a third party like Parcel2Go) and buy a label or did you use the retailer's return portal (where they have effectively resold you a a label)? 

RnK136 said:

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

This response, which is presumably automated, appears to suggest Evri is recognising the shipment as going through a retailer's account rather than general consumer purchase. 

I did it via Evri website under "Returns" then I selected the retailer and went from there, paying Evri for the label.

All the retailer has on their website is that they do not offer a paid returns service and Evri can be used for returns but there is no link or anything via the retailer, no.

RnK136

visidigi said:

RnK136 said:

I paid via Evri for a returns to a retailer and the parcel tracking stopped on 15th September, still showing "on it's way back to the retailer".

Retailer are saying they haven't received anything, and because they didn't provide the label it is Evri who I need to contact about refund/compensation for a lost parcel. They won't refund me for the goods.

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

How I am supposed to get around this and get a compensation claim in?

I don't know if I can try Chargeback via the bank with the Debit card I paid with because which transaction would I dispute? The retailer sent me the goods, no problem. But the transaction for the Evri label was £3.50, what about the value of the goods inside the lost parcel??

Have you followed this?

https://international.evri.com/service-centre/select?caseType=NotDelivered

I hadn't, no. But I only have a Tracking Number. It asks for EVR Reference Number and I can't see that in my confirmation email or anywhere? It won't accept the Tracking Number.

UPDATE: figured out the ref. no. (last 8 digits), but it then says "Unfortunately, your order was not booked via our international website." so this is not useable for UK placed parcel orders.

visidigi

sorry, the wrong link was provided.

https://www.evri.com/help-and-support/help-centre/sending/delivery-problem/status-has-not-changed

That offers a phone number you can ring

RnK136

visidigi said:

sorry, the wrong link was provided.

https://www.evri.com/help-and-support/help-centre/sending/delivery-problem/status-has-not-changed

That offers a phone number you can ring

Yes, have tried this, just get read the same message as comes up via webchat "As the parcel has now been delayed for over 10 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

I do not know how to get through to Evri to claim because the retailer is not liable to refund me, Evri are - but they don't seem to think that.

born_again

RnK136 said:

visidigi said:

RnK136 said:

I paid via Evri for a returns to a retailer and the parcel tracking stopped on 15th September, still showing "on it's way back to the retailer".

Retailer are saying they haven't received anything, and because they didn't provide the label it is Evri who I need to contact about refund/compensation for a lost parcel. They won't refund me for the goods.

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

How I am supposed to get around this and get a compensation claim in?

I don't know if I can try Chargeback via the bank with the Debit card I paid with because which transaction would I dispute? The retailer sent me the goods, no problem. But the transaction for the Evri label was £3.50, what about the value of the goods inside the lost parcel??

Have you followed this?

https://international.evri.com/service-centre/select?caseType=NotDelivered

I hadn't, no. But I only have a Tracking Number. It asks for EVR Reference Number and I can't see that in my confirmation email or anywhere? It won't accept the Tracking Number.

UPDATE: figured out the ref. no. (last 8 digits), but it then says "Unfortunately, your order was not booked via our international website." so this is not useable for UK placed parcel orders.

Who is the retailer?

RnK136

born_again said:

RnK136 said:

visidigi said:

RnK136 said:

I paid via Evri for a returns to a retailer and the parcel tracking stopped on 15th September, still showing "on it's way back to the retailer".

Retailer are saying they haven't received anything, and because they didn't provide the label it is Evri who I need to contact about refund/compensation for a lost parcel. They won't refund me for the goods.

But both the Evri webchat and phone just keep saying "As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We'll be in touch as soon as there is any further news."

How I am supposed to get around this and get a compensation claim in?

I don't know if I can try Chargeback via the bank with the Debit card I paid with because which transaction would I dispute? The retailer sent me the goods, no problem. But the transaction for the Evri label was £3.50, what about the value of the goods inside the lost parcel??

Have you followed this?

https://international.evri.com/service-centre/select?caseType=NotDelivered

I hadn't, no. But I only have a Tracking Number. It asks for EVR Reference Number and I can't see that in my confirmation email or anywhere? It won't accept the Tracking Number.

UPDATE: figured out the ref. no. (last 8 digits), but it then says "Unfortunately, your order was not booked via our international website." so this is not useable for UK placed parcel orders.

Who is the retailer?

Moda in Pelle - who I see now are dreadful for customer services, but after multiple attempts I did manage to get someone there to answer the phone yesterday and they told me the parcel is not their responsibility so they will not refund me. It's Evri's fault it is lost, not theirs - which I understand, but I can't figure out how I claim through Evri, just stuck in a loop with it.