Evri lost returns parcel - how to claim?

born_again

RnK136 said:

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.

Return or exchange via post

Please send returns via post to: Website Returns, Moda in Pelle, Enfield Terrace, Leeds LS7 1RG

• Items purchased online (including sale items, discounted items, or any item purchased at a promotional price) can be returned to our Head Office for a refund or exchange within 28 days of receiving the item, providing you have a returns form or proof of purchase, and the item is in perfect unworn condition and in original packaging. We'll be happy to offer you a refund, or exchange for a different size if available. 
• To return an item via post, please complete the returns form enclosed in your order, including reason for return or exchange. To help us process your returns and exchanges quickly and efficiently, please ensure all requested information is provided.
• If for any reason you did not receive a returns form, you can download one here. Please make sure you include your order reference number (Example: WEB123456 - this can be found on your order confirmation email), your name, item(s) to be returned or exchanged, and reason for the return. 
• We would also recommend you take a photo or photocopy of the returns form/proof of purchase for your records.
• Return postage costs are the responsibility of the customer, unless you find your item is faulty. If you believe you have received a faulty item, please email our Customer Service team with images displaying the fault. Our team will have the images checked by our in house footwear technicians and if the item does look to be faulty, you will be provided with a free returns code. 
• On the rare occasion that you receive a faulty or incorrect item, please ensure that you email customerservices@modainpelle.com prior to sending the item back. Please attach images where possible of the fault in your initial email, as this will help speed up the exchange or refund. We cannot refund postage costs for a faulted item which we have not been informed about prior to receiving the returns.
• We strongly advise you use a recorded or tracked delivery service to post your items, as unfortunately we cannot accept responsibility for items lost. Please retain your postage receipt or tracking number until your refund has been processed. 
• If you have returned your item/s for a refund, this will be processed within 14 days of receipt of your item in our warehouse. Once your refund is processed, you will receive a notification email. Please note all refunds will be completed to the original method of payment. These conditions do not affect your statutory rights.
• You can also return via EVRi.

RnK136

born_again said:

RnK136 said:

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.

Return or exchange via post

Please send returns via post to: Website Returns, Moda in Pelle, Enfield Terrace, Leeds LS7 1RG

• Items purchased online (including sale items, discounted items, or any item purchased at a promotional price) can be returned to our Head Office for a refund or exchange within 28 days of receiving the item, providing you have a returns form or proof of purchase, and the item is in perfect unworn condition and in original packaging. We'll be happy to offer you a refund, or exchange for a different size if available. 
• To return an item via post, please complete the returns form enclosed in your order, including reason for return or exchange. To help us process your returns and exchanges quickly and efficiently, please ensure all requested information is provided.
• If for any reason you did not receive a returns form, you can download one here. Please make sure you include your order reference number (Example: WEB123456 - this can be found on your order confirmation email), your name, item(s) to be returned or exchanged, and reason for the return. 
• We would also recommend you take a photo or photocopy of the returns form/proof of purchase for your records.
• Return postage costs are the responsibility of the customer, unless you find your item is faulty. If you believe you have received a faulty item, please email our Customer Service team with images displaying the fault. Our team will have the images checked by our in house footwear technicians and if the item does look to be faulty, you will be provided with a free returns code. 
• On the rare occasion that you receive a faulty or incorrect item, please ensure that you email customerservices@modainpelle.com prior to sending the item back. Please attach images where possible of the fault in your initial email, as this will help speed up the exchange or refund. We cannot refund postage costs for a faulted item which we have not been informed about prior to receiving the returns.
• We strongly advise you use a recorded or tracked delivery service to post your items, as unfortunately we cannot accept responsibility for items lost. Please retain your postage receipt or tracking number until your refund has been processed. 
• If you have returned your item/s for a refund, this will be processed within 14 days of receipt of your item in our warehouse. Once your refund is processed, you will receive a notification email. Please note all refunds will be completed to the original method of payment. These conditions do not affect your statutory rights.
• You can also return via EVRi.

Not sure your point? I know all that.

The last sentence is what I did. They do not provide a free returns service. I went via Evri and paid Evri for the returns. Therefore they (correctly) tell me the liability is with Evri - not Moda in Pelle.

Ergates

RnK136 said:

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.

Have you asked the chat bot how to raise a claim for a lost parcel?   It's obviously a bot, but should still have answers to common questions  (and this must be a very common question for Evri)

Or do the same on the phone (assuming you're speaking to a human and not a voice-bot)

RnK136

Ergates said:

RnK136 said:

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.

Have you asked the chat bot how to raise a claim for a lost parcel?   It's obviously a bot, but should still have answers to common questions  (and this must be a very common question for Evri)

Or do the same on the phone (assuming you're speaking to a human and not a voice-bot)

Yes, but it asks for tracking number, once that's given you get stuck in the loop with the same message given.

Same on the automated phone line. Can't get to a human.

visidigi

In the chat window, type phrases like "I want to talk to a real person" or "speak to an advisor" to be transferred to a live agent seems to be the common advice to get beyond the bot

the_lunatic_is_in_my_head

RnK136 said:

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.

Thanks OP, I think it might be easier to use the CEO contact on the CEO email website (just Google CEO email and search that site for Evri).

Simply give the tracking number, say it appears to be lost and you are unsure how to submit a claim.

They should(!) tell you the claims process. If they reply and say the returns method you've used is the retailer's responsibility to claim then your claim might be against the retailer (I'm not really sure how this set up you've used works). 

Ergates

the_lunatic_is_in_my_head said:

RnK136 said:

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.

Thanks OP, I think it might be easier to use the CEO contact on the CEO email website (just Google CEO email and search that site for Evri).

Simply give the tracking number, say it appears to be lost and you are unsure how to submit a claim.

They should(!) tell you the claims process. If they reply and say the returns method you've used is the retailer's responsibility to claim then your claim might be against the retailer (I'm not really sure how this set up you've used works). 

Emphasize that you've already been through the chatbot and phone lines and just end up going in circles - otherwise they'll probably just direct you to those.