PLEASE STOP USING EVRI
Never posted before, and that's strange after working with Amazon for many companies, over many years. But, this is bugging me.....
Customers may wish to return a product, no problem. We use the Amazon free returns process, (that obviously we pay for). Great, Amazon issues a Royal Mail post paid label, and as long as the consumer pops the item in the post quite quickly, it is a smooth operation. We receive the item back to our correct location, checked and the customer refunded without any drama.
Increasingly now however, Amazon issue an EVRI label, and we cringe. Firstly, for some unknown reason, customers get a refund, we're advised it's refunded on first scan, but we haven't got it. We have given no agreement for this to occur, and should not happen. Then we wait. On average we are receiving items up to 8-10 days after the service says we should receive it, while that is unacceptable, the part that angers us, is that our parcels don't always get to our rather large trading unit, (one with a huge orange sign). To date 65% have been dropped at random locations around our unit, (house porches, someone's garage and even a pub postal storage locker). Surely Amazon can't advise this is acceptable. Thankfully, the local people have hearts of gold and help us.
Solution - stop using EVRI, and definitely don't refund a customer until we've actually got it.
p.s. Amazon's instructions on refunds for FBM, don't refund until we've got it.
PLEASE STOP USING EVRI
Never posted before, and that's strange after working with Amazon for many companies, over many years. But, this is bugging me.....
Customers may wish to return a product, no problem. We use the Amazon free returns process, (that obviously we pay for). Great, Amazon issues a Royal Mail post paid label, and as long as the consumer pops the item in the post quite quickly, it is a smooth operation. We receive the item back to our correct location, checked and the customer refunded without any drama.
Increasingly now however, Amazon issue an EVRI label, and we cringe. Firstly, for some unknown reason, customers get a refund, we're advised it's refunded on first scan, but we haven't got it. We have given no agreement for this to occur, and should not happen. Then we wait. On average we are receiving items up to 8-10 days after the service says we should receive it, while that is unacceptable, the part that angers us, is that our parcels don't always get to our rather large trading unit, (one with a huge orange sign). To date 65% have been dropped at random locations around our unit, (house porches, someone's garage and even a pub postal storage locker). Surely Amazon can't advise this is acceptable. Thankfully, the local people have hearts of gold and help us.
Solution - stop using EVRI, and definitely don't refund a customer until we've actually got it.
p.s. Amazon's instructions on refunds for FBM, don't refund until we've got it.
0 replies
Seller_d8YGbIjNqwFxn
Never had a problem with receiving an EVRI return, our issue is that 50% of our EVRI returns are damaged in the return process. We never have this issue with Royal Mail.
Seller_ZQyopdiwkUHOZ
Refund on first scan is a well documented policy that has been in from around the same time as the Amazon auto generated return labels. It applies to Royal Mail as well, so no idea how you're getting away with that.
Aria_Amazon
Hello @Seller_EOcs2fzk39KBY
thanks for posting this.I can see why this is concerning. You've been selling with us for years and this is a real issue.
So here's what's happening with the refunds. When we issue a prepaid return label, the system refunds the buyer as soon as the carrier scans it at drop-off. It's called Refund at First Scan, and it's designed to improve the buyer experience. I get that it feels backwards when you haven't actually received the item yet, and honestly, the delivery problems you're describing make it even more frustrating.
The good news is you're not stuck. If items go missing or don't show up at your location, you can file a SAFE-T claim within 60 days of the refund. It covers lost packages, damaged returns, or items that arrive in the wrong condition. Just grab your tracking numbers and any photos of where parcels ended up - that'll strengthen your case.
I'd also suggest opening a case with Seller Support directly about the pattern of nondeliveries to your business address. The more details you can give them (dates, tracking numbers, photos), the better they can help.
You can manage your returns and file claims here.
And here's the SAFE-T info.
Feel free to follow up if you're still facing issues with this.
-Aria
Seller_kSZCywEhJQQ8J
My experience of Royal Mail and EVRI is very different.
There is an Amazon warehouse about half a mile from my unit, and Royal Mail lorries drive past the main road every day. Royal Mail staff wear uniforms, use company vans and collect from the postbox near my unit several times a day.
One very hot afternoon, I dropped off my final order just before the 6pm collection. A man was standing beside a white van near the open postbox, so I handed him the parcel and thanked him. Two days later I suddenly wondered whether he really was Royal Mail staff. I checked the tracking and the parcel was already due for delivery that day.
There is also an EVRI depot two doors away from my unit. I rarely see any management there. Self-employed drivers sort parcels on the floor, outside the unit and sometimes across neighbouring parking spaces, using handheld scanners.
That is what concerns me about Amazon’s return system. Amazon has extremely advanced automation, but the physical parcel may still be handled by contractors, subcontractors and poorly supervised depots. The system can issue a refund instantly after one scan, but that does not mean the parcel has been handled properly or will reach the seller safely.
Technology may be advanced, but the process underneath it is only as reliable as the people, supervision and working conditions involved.
Seller_xPTHY3l2XR93E
Hello Golden_Concept_Shoes
You’ve raised a very important point, thank you for bringing it up. I completely agree with you.
Customers go to the Evri drop-off point with the QR code, but when the QR code doesn’t work, they open an A-to-Z claim. Unfortunately, Amazon customer service often approves these claims without properly reviewing the situation, and on top of that, they add an Order Defect Rate (ODR) to the seller’s account.
This makes no sense. Sellers are being penalised for an issue that is clearly outside of their control. If there is a known problem with Evri QR codes, then Amazon should either suspend this service or stop offering it to customers until the issue is resolved.
Instead, the QR code fails, the customer pays out of pocket and requests reimbursement from us, and we are also forced to issue a new return label. From every angle, this process is illogical and unfair to sellers.
Seller_IQo80d99W2DzP
You do realise Amazon will not take any notice of what you have said, and they do not care, it is your loss, not theirs.
You can ask SS to not send any RM or Evri labels - instead just authorise a return.
Then within 48 hours,365 days a year, you must issue a return postage label instead. You can charge if unwanted item.
Use a RM label instead on your own RM Account.
(You cannot do this for SFP orders, Amazon still issue RM/Evri labels, but if you show items sent as 1kg or 2Kg, it then issues a RM label to most Buyers).
You can add notes as well for Buyers (say use Royal Mail, and do not use Evri, then most don't).
Seller_9fA2L82vl2c6V
In terms of delivery, I've had more issues with items disappearing with Royal Mail than Evri. However, Evri parcels arrive absolutely BATTERED.
Seller_h44DwAVaFVB1W
As an Amazon seller, I've worked with both Royal Mail and Evri.
Personally, I wouldn't trust Evri with my business.Royal Mail employs permanent staff who are paid a salary regardless of how many parcels they deliver.
There is a clear chain of accountability.Evri's delivery model is different. Many couriers are self-employed and are paid per parcel delivered. In my opinion, that system has weaker controls.My biggest concern is that if a courier puts a parcel into their vehicle without scanning it first, there may be no immediate record showing it was ever collected.
If that parcel disappears, it can be difficult to establish where it went. From my experience, this is not the same level of accountability that I've seen with Royal Mail.For a business, trust and parcel tracking are everything. That's why I choose Royal Mail over Evri.
