A new low from Amazon
Customer returned item December
EVRI lost the package
Amazon refunded the customer even though they can see I haven’t received the package
Amazon as usual not interested
0 replies
Seller_xUKHc5xSYJmI4
The process is you need to raise a claim with Evri if you have issues with the return. We have the same with a tracked return not returned within the 48 tracked service. We are required to wait 10 days before registering the claim
Seller_pM5wtT47V6qLR
Also have an AtoZ against me, Amazon are aware that EVRI have lost many items
Seller_xUKHc5xSYJmI4
We had the same issue and contacted Evri director who resolved the matter quickly. The issue we had is there is no contract between the seller and Evri, same with Royal Mail.
Since the above Royal Mail appear to have updated their systems. To be honest process is not clear especially when the pass you to pillar to post. A-Z claims are supposed to be designed to protect both the buyer and seller. In our recent experience we have noticed the buyer responded to no communications and then raised an A-Z claim for none delivery. Well this shows me the system failed to protect the seller but protected the person who suspected to put in a false claim.
We noticed a group of them are doing the same thing. Amazon system has not protected us on this occasion and other occasions.
Seller_pM5wtT47V6qLR
The customer opened the AtoZ, I replied saying the item had not been returned to me as it was stuck at EVRI, as Amazon supplied the label they can see the tracking info plus I also uploaded it to the AtoZ to be certain
Amazon refunded anyway
Seller_xUKHc5xSYJmI4
At first scan the buyer is refunded. So I am a little puzzled why you would receive an A-Z claim. If the order is lost the seller is required to put in a claim with the contracted courier. If the order is not returned in accordance with the returns policy such as the seller is expected to upload proof of how the order was returned and file a Safe-T claim.
Seller_SITNVuZK87zGK
For future reference - you can exclude ASINs over £100 from the prepaid return program in Manage Return settings.
Unfortunately, your only avenue for any compensation is via Evri, except I still don’t understand why you have an A to Z as it should have followed Refund at First scan.
I would certainly look at the Evri tracking number and see what it says. Again, if it says ‘We are expecting it’ it normally means the return wasn;t even dropped off
Seller_QtP3tcT81gkfp
Having a similar issue with a customer chasing a refund from an order returned to us via Evri on 3rd January. Latest update was on 06/01/23:-
" We’re processing your parcel at our hub"
The customer did not receive a refund at first scan. I informed the customer that I did not know what the process was at this point and will be in touch once I spoke to Amazon. Seller Support are of course no help whatsoever.
The order is worth £45 and I believe the maximum we can claim is £20? How is that fair? Should I just ask the customer to raise an A-Z at this point and hope for the best?
Seller_HQszu4ZVEdlzm
Have you tried raising a SAFE-T claim?
