Evri lost return. Amazon refunded customer
Good morning all,
I’m pulling my hair out with this one, so was hoping someone might have some answers for me.
Buyer purchased a dolls pram from us for £116.50. They decided it was too small upon delivery (although the dimensions are clearly listed in the description 
) so they opened a returns request. Amazon auto authorised this and sent the buyer a prepaid Evri return label.
The label was scanned on the 28th of January and there have been no updates since.
The buyer contacted Amazon and they have issued a full refund from our bank account.
I don’t send with Evri as I know how awful their service is, so I don’t have an account with them or a contact within the company.
To date I have tried the following; used the chat bot feature, called the phone number to be told by a bot the same tracking ‘update’ that I can see on the website, opened a case with Evri (no response) and contacting the MD via email. I also opened a Safe-T claim with Amazon, which they have denied and told me to contact Evri (HOW EXACTLY AM I MEANT TO DO THAT?!)
The whole situation is so infuriating; The customer fails to read the description, Amazon choose to use sub par couriers, Evri lose the parcel and somehow I’m the one left to deal with the mess?
I’ve also read in other threads that the Amazon returns labels are only insured up to £20. How can they do this? If the product is worth over £100, why are they underinsuring the returns? Surely this is illegal because we have zero control over the returns and their choice of insurance and couriers?
Sorry for the rant, but this is driving me utterly bonkers and I just needed to tell someone.
Evri lost return. Amazon refunded customer
Good morning all,
I’m pulling my hair out with this one, so was hoping someone might have some answers for me.
Buyer purchased a dolls pram from us for £116.50. They decided it was too small upon delivery (although the dimensions are clearly listed in the description ) so they opened a returns request. Amazon auto authorised this and sent the buyer a prepaid Evri return label.
The label was scanned on the 28th of January and there have been no updates since.
The buyer contacted Amazon and they have issued a full refund from our bank account.
I don’t send with Evri as I know how awful their service is, so I don’t have an account with them or a contact within the company.
To date I have tried the following; used the chat bot feature, called the phone number to be told by a bot the same tracking ‘update’ that I can see on the website, opened a case with Evri (no response) and contacting the MD via email. I also opened a Safe-T claim with Amazon, which they have denied and told me to contact Evri (HOW EXACTLY AM I MEANT TO DO THAT?!)
The whole situation is so infuriating; The customer fails to read the description, Amazon choose to use sub par couriers, Evri lose the parcel and somehow I’m the one left to deal with the mess?
I’ve also read in other threads that the Amazon returns labels are only insured up to £20. How can they do this? If the product is worth over £100, why are they underinsuring the returns? Surely this is illegal because we have zero control over the returns and their choice of insurance and couriers?
Sorry for the rant, but this is driving me utterly bonkers and I just needed to tell someone.
0 replies
Seller_NoMNQDGnEW5Bx
Going forwards you can exempt items over £100 from prepaid returns. Obviously doesnt help you now but I think from other things I’ve read, try the chat bot on evri, tell them someone has damaged your property and it gives you the option to send a message.
Has it definitely been scanned by evri when you track it?
Seller_SITNVuZK87zGK
The Amazon policy specifies that lost returns have to be claimed by the courier - but you’ve hit the brick wall many are getting where Evri don’t recognise you as its an amazon label.
Customer should have been refunded under the RefundAtFirstScan policy - so do check that the Evri label has been scanned - otherwise the customer shouldn’t really have been refunded (as there is no proof they even sent the item). As Sequin has said, you should exempt your plus £100 goods from the prepaid returns scheme.
Also - the forum mods have previosuly advised they are gathering data on the issue of Evri and Amazon both saying to claim for lost returns from the other party. You should send details of your issue to @Winston_Amazon and @Lucy_Amazon
Seller_mPemhG9cHWctM
I’m transitioning over to mainly FBA, I think it does simplify the liability
Seller_UWHIrg10u7Yh2
Contacting EVRI via call is impossible, the IVR-system is trained to never recognise human voice tracking number.
Contacting EVRI via chat for a claim is also next to impossible, there is no published route how to use that channel for a claim. It takes the user back in circles.
Seller_B4VbHpnDLDLAU
Under law should there not be a clear way to contact a company with a complaint either phone or email on their website, I thought companies had to have this.
(I’m not an expert but I’m sure I read that somewhere)
But I’m adamant if this went to court amazon would loose this whole claim direct from courier in a heartbeat. As unfair business practice as pointed out.
The last option for the original owner of thread is to send a LBA direct to amazon laying out exactually what you have done and that the contract is between amazon and evri and as such you expect reimbursement - if that’s the way you wish to go
Seller_B4VbHpnDLDLAU
Hi guys
Did any of the people going to MD or Evri get any further with this.
We now have a customer message with evri tracking showing on evri
“We’re sorry your parcel has been damaged beyond repair in transit. Please contact your sender.“
£110 item.
@Winston_Amazon @Maja_Amazon
How is the evidence gathering that sellers have clearly shown the failure of the claiming process.
