SFP EVRI shipping claims using Amazon buy shipping option
Can any one offer any guidance on how to make a claim for lost items or undelivered parcels that have been sent using the Amazon buy shipping process on the SFP system.
I have a number of consignments that the EVRI tracking system is showing as being in their system but have not been scanned for over 20 days. I can not find any way on EVRI to make a claim or an email address to open an investigation. I find myself in a loop that takes me to an automated ‘assistant’ that offers no help.
Amazon simply direct me to the automated assistant. Zero help zero interest.
0 replies
Seller_7VbclcPFFRTnc
Have the customers opened a-z claims or been refunded ?
Seller_ZOZTdubuqFBLp
The orders are light weight and being shipped to remote locations, BT or JE post codes. Buy shipping only offers EVRI for these types of order deliveries I think.
Seller_ZOZTdubuqFBLp
They are not next day deliveries.
I really appreciate your trying to help but believe me I am not making it up… I sold the item on the prime service and purchased the label via the Amazon buy shipping option. as I am sure you know, not using this process will effect my matics. The only option offered was EVRI. In every case where Amazon buy shipping offer EVRI as the shipping option it is a remote ( BT or IM or JE ) post code. That is the case here. EVRI have lost the item and I need to make a claim. Amazon direct me to an automated system which continues to offer no help just a ‘we have your parcel’ message which is 100% useless. If you know how to get past this and open a claim or an investigation that would be really helpful.
Seller_ZOZTdubuqFBLp
Thats great thank you…and it takes me back to my original question… How do I amke a claim for lost items with EVRI?
Seller_ZOZTdubuqFBLp
Hi Nikolas
Thank you for your reply. Unfortunately the EVRI chatbot system does not offer any option to raise a claim or open an investigation. In fact it does nothing other than tell me what I can see on the EVRI tracking web site. Call me cynical but it seems that the EVRI chatbot is designed to make it impossible to do anything other than ‘read our FAQs’ There is absolutely no way to raise a claim with the chatbot. I hope you are going to tell me that I have been stupid and missed something that is obvious but I have tried several time with the same ‘no’ result.
Any help would be very welcome
Seller_SITNVuZK87zGK
@Nickolas_Amazon I can back up @IQI_shop on this as the Prepaid Return Labels amazon provide to customers for FBM returns have the same issue. The process outlined to claim a refund from Evri DOES NOT WORK.
There are plenty of threads to the same effect - as far as we can tell, amazon and Evri have concocted a plan that makes it impossible or very, very difficult to make a claim.
Seller_cbioNO19wtRrJ
We’ve raised a few missing parcel claims via this email:
evrisupport@evri.com
Put the parcel number in the subject and you should be away 
Seller_57FvLL5OeoWEP
I use this;
https://client-webform.hermescloud.co.uk/client-webform#/
Lets me open a case and then start things moving. Their chatbot is nonsense. But at least it doesn’t waste the hours you spend with scamazon seller ‘support’ 
, you know straight away they’re screwing you over
Seller_ZOZTdubuqFBLp
Just to cover off all the options that EVRI offer I followed the process below which is detailed on the EVRI site:
Starting a chat is the quickest way to get help. If you prefer to call you can use our dedicated customer service number for Evri account holders.
Call us on: [0330 808 5456](tel:0330 808 5456)
Another 15 minutes of my life wasted… the automated message told me EVRI had the parcel and to contact Amazon for more help.
Thank you all for the email address details, I will get onto that and report back as to how I do…
Just a thought…surly the onus is on the carrier to prove they have made the delivery rather than the sender getting the customer to sign a letter to say they have not received it?
Seller_KxriEzqwVH2RI
Had an almost same issue a month ago, Amazon auto authorized a return and provided a prepaid label by Evri. The item dropped off by the buyer was scanned at the parcel shop, after that there was no update, customer became angry after 14 days that refund was not being issued, I told him Amazon’s policy is to not issue refund until the item has been received back, the next thing was A-Z claim which was granted (Seller Funded), appeal denied, opened case, reply was to contact Hermes, contacted them explained Amazon sent the label on our behalf, and received a compensation of £20 for a £45 item, Had to bear the loss and move on, with Amazon there is always something new to learn everyday. Your best route is to contact Hermes via Chat-bot, they give an option that there is “no update on tracking for more than 24 hours” use option of “You are sender” otherwise they would ask you to contact sender of the parcel and close the chat. Then provide tracking number, postcode, first line of address and provide information and they will provide you a case ID. Hope you are able to sort this out.
