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Returns and refunds
On 1st November 2025 I placed an order for a hanbag as a Christmas present for my partner on the John Lewis website.
On 5th November 2025 I have arranged a return with John Lewis and downloaded a prepaid return label using Evri as the courier.
On 6th November 2025 I took this to a post office and following weighing it, they took possession of it. I then received an automated email informing me that the item had been dropped and a tracking number was supplied.
Shortly afterwards I received a further automated email informing me that Evri now had possession of the parcel
After receiving no further updates I checked the tracking number on the Evri site which showed the return parcel was still in transit.
On 26th November 2025 I contacted John Lewis, online, to query this. On 26th November 2025 I received an email informing a case to look into this had been opened.
On Thursday 27th November 2025 I received a telephone call from John Lewis informing me that the dispute was being looked into by the returns team and I would be recontacted in 72 hours. On Monday 1st December 2025 I received an email from The Returns Investigations Team that informed me following a thorough investigation no refund would be given and no explanation was provided to me citing confidentiality reasons. I was advised to contact my card provider.
On Monday 1st December 2025 I commenced a chargeback query with Tesco Credit card.
On 3rd December 2025 Tesco declined the request as the item showed it was still in transit with Evri.
Since this date I have made numerous attempts to contact Evri but as research revealed trying to input a tracking number into an automated chatbot or automated telephone call, it wouldn’t recognised. On 9th December 2025 I finally used Facebook to contact them and explain the situation. On 12th December 2025 I received a reply on facebook from Evri saying the parcel was lost in their network and referred me back to John Lewis to resolve it.
On 15th December 2025 I made a further complaint to John Lewis via an online email. On 18th December 2025 John Lewids again refused to refund me and again directed me to my credit card company whilst refusing to explain their reasons.
Where do I go from here?
Comments
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What was the reason for the return?
Tesco re right. Until you have proof of delivery, there is nothing you can do.
Same with JL, they can not do anything till it either arrives or is declared lost by Evri. JL need to take it up with Evri.Life in the slow lane0 -
It sounds like JL paid for the return courier service via Post Office / EVRI.Memphis121 said:On 1st November 2025 I placed an order for a hanbag as a Christmas present for my partner on the John Lewis website.
On 5th November 2025 I have arranged a return with John Lewis and downloaded a prepaid return label using Evri as the courier.
On 6th November 2025 I took this to a post office and following weighing it, they took possession of it. I then received an automated email informing me that the item had been dropped and a tracking number was supplied.
Shortly afterwards I received a further automated email informing me that Evri now had possession of the parcel
After receiving no further updates I checked the tracking number on the Evri site which showed the return parcel was still in transit.
On 26th November 2025 I contacted John Lewis, online, to query this. On 26th November 2025 I received an email informing a case to look into this had been opened.
On Thursday 27th November 2025 I received a telephone call from John Lewis informing me that the dispute was being looked into by the returns team and I would be recontacted in 72 hours. On Monday 1st December 2025 I received an email from The Returns Investigations Team that informed me following a thorough investigation no refund would be given and no explanation was provided to me citing confidentiality reasons. I was advised to contact my card provider.
On Monday 1st December 2025 I commenced a chargeback query with Tesco Credit card.
On 3rd December 2025 Tesco declined the request as the item showed it was still in transit with Evri.
Since this date I have made numerous attempts to contact Evri but as research revealed trying to input a tracking number into an automated chatbot or automated telephone call, it wouldn’t recognised. On 9th December 2025 I finally used Facebook to contact them and explain the situation. On 12th December 2025 I received a reply on facebook from Evri saying the parcel was lost in their network and referred me back to John Lewis to resolve it.
On 15th December 2025 I made a further complaint to John Lewis via an online email. On 18th December 2025 John Lewids again refused to refund me and again directed me to my credit card company whilst refusing to explain their reasons.
Where do I go from here?
Therefore, your contract is point of contact should be wholly with JL and you have no need to contact EVRI.
This might be one to let ride through the Christmas period and then claim the refund again from JL. If JL still do not resolve, consider an S75 claim (not chargeback) against the credit card (they are jointly liable).0 -
Do you think it might been helpful if you had explained to us WHY you were returning it?Memphis121 said:On 1st November 2025 I placed an order for a hanbag as a Christmas present for my partner on the John Lewis website.
On 5th November 2025 I have arranged a return with John Lewis and downloaded a prepaid return label using Evri as the courier...
... Where do I go from here?
After all, it's you asking for help...0 -
What does the tracking look like OP? Can you share it?There’s a reason I’m asking.0
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