Advice please: I sent a returns parcel to the wrong company by mistake, Evri have lost it.

WobblelessJelly

As the title says, misclicked on the "Choose Company" dropdown on Evri's returns page and accidentally selected a small bedding retailer in Birmingham (Company B), rather than the major high street clothes shop that I purchased the goods from (Company A). I didn't notice until after the parcel was sent, which was the 3rd of August.

Since then I've tried contacting Evri to divert the parcel, but I cannot for the life of me speak to a human. Even the "escalated" email replies I receive are canned responses from the fictitious Claire.

I've managed to contact Company B and have sent them the correct returns label, and they've offered to send it on to company A if it arrives, as long as I keep an eye on the tracking and warn them to look out for it on the day.

The problem now is that the parcel has been stuck on "We've got it" since the day it was posted, 10 days ago. I've confirmed that it's no longer at the drop-off point and it hasn't been scanned in at an Evri depot, so it seems to be completely lost.

I understand that there likely isn't much that Company A can do as it's not their parcel to track, but for what it's worth, they've completely washed their hands of it over email.

Is anyone please able to help me understand what my options are if this parcel truly is lost? Is there any chance I can make a Section 75 claim through my payment provider (Klarna), as it has been lost by Evri, who are the contracted courier for Company A?

Or is my contract with Company A completely void because of my mistake when printing the address label, leaving me to eat the cost?

Thanks in advance for any guidance.

jaybeetoo

From what you’ve posted, it’s between you and Evri as it was your mistake. I assume you paid for the return postage? A section 75 claim would fail as you haven’t returned the item to company A.

Keep_pedalling

Your claim is with Evri, not Comp A so no you can’t make a S75 claim on your original purchase.

WobblelessJelly

Thanks both, I didn't pay for postage, I used Evri's portal for pre-paid returns and selected the wrong company there. Would that mean I need to make the claim with Company B somehow? Not sure how that would work as the goods were never theirs, but the return label is?

screech_78

https://forums.moneysavingexpert.com/discussion/comment/82102141#Comment_82102141

I am really failing to understand where this is anyone’s fault but yourself?

Company B is a no go. They’ve already told you if they receive it, they’ll forward it but it’s not their fault that you’ve chosen their company as the destination and it hasn’t arrived.

WobblelessJelly

https://forums.moneysavingexpert.com/discussion/comment/82102152#Comment_82102152

Would that mean I need to make the claim with Company B somehow?

I worded this poorly. What I meant was, would they perhaps be able to escalate towards a resolution/contact a human at Evri on my behalf seeing as the label was generated on the account that they pay Evri for.

I don't think they're liable at all obviously, I only wondered if they might have some escalation pathway they could choose to pursue on my behalf as a kindness given their contract for returns through Evri.

I am really failing to understand where this is anyone’s fault but yourself?

Yes it's my fault that the wrong label was attached. Presumably Evri may bear some responsibility for a parcel that they have lost and for offering no way to contact a human who may be able to help.

Isthisforreal99

Why would Company B want to get involved. They are already doing you a favour by agreeing to forward it on if it does get delivered to them.

That is your only real hope, otherwise an expensive(?) lesson.

WobblelessJelly

https://forums.moneysavingexpert.com/discussion/comment/82102183#Comment_82102183

Yes an expensive lesson. Agree they have no reason to get involved and they are already doing a favour, I suppose I was wondering whether there was a potential route there before I asked them to be even kinder than they already have.

elsien

I have no idea how accurate this is but Gemini has some suggestions around breaking past the Claire bot to real people. That might be worth a try, although it does have a bit of a habit of making things up so so don’t hold your breath.

Try telling them you wish to escalate to a formal complaint.

elsien

or try this one. customersolutions@evri.com


WobblelessJelly

https://forums.moneysavingexpert.com/discussion/comment/82102195#Comment_82102195

Thank you for this! I've now emailed that address and CC'd in the CEO's email (thought it was worth a shot).