We sent out a parcel on 04th June via evri (label purchased through Amazon)
I assumed that the parcel had been delivered ok, but it seems that EVRI made a real mess of it...
I was contact by my customer last week saying it had been ages since the goods were returned to us and she wants her refund.
We knew nothing about anything being returned to us - we had no notification from Amazon or EVRI about there being an issue and this was our first message from the customer.
Turns out - EVRI sent that parcel back and forward a number of times until they finally damaged the parcel beyond repair and told my customer they would return it to the sender (us)
I contact Amazon support who told me I need to contact EVRI's "Holly" chatbot (it's not been called Holly since the Hermes -> EVRI rebrand as far as I know, but that's another thing that's annoying me)
I contact the EVRI EZRA chatbot (the new name) and go through the process. The chatbot won't talk to me as the "postcode is incorrect"
EVRI won't talk to me on the phone for the same reason.
Amazon aren't interested in helping and keep giving me the same copy/paste BS about contacting EVRI via Holly.
I explain that I can't
"You are to contact Evri via Evri Holly Chatbot to raise a claim for an order that was lost during transit and purchased through Amazon Buy Shipping by Evri."
I explain that I cant
"You are to contact Evri via Evri Holly Chatbot to raise a claim for an order that was lost during transit and purchased through Amazon Buy Shipping by Evri."
....
...
They then said soemthing along the lines of "You accept the returns and have issued a refund, contact EVRI"
No no no - at no point have i ever accept returns of goods. Yes, I issued a refund as it's only fair to my customer, given they 100% hadn't received the parcel, but I didn't accept, nor have i received the return of any goods.
Amazon - you are so good at CUSTOMER service - You need to support your sellers just as well!!
