Customer Claims Non-Receipt – Evri Left Parcel Unattended (No Signature) – Advice?

Hi everyone,

I’m looking for some advice regarding a recent order. A customer bought our product through Amazon, and the order was fulfilled by us (FBM). We used Evri for delivery (tracked, no signature), using Amazon’s Buy Shipping service.

Evri marked the parcel as delivered and left it by the customer’s door. The customer now says they didn’t receive it and has requested a refund — but doesn’t want a replacement. I’ll refund them to keep things smooth, but I have a couple of questions:

Since the parcel was marked as delivered and purchased via Amazon's Buy Shipping, is it possible to open a claim with Evri for this loss?

Any advice on politely gathering feedback from customers who decline replacements? It seems odd, especially when the product is quite specific and useful.

Tx

Jack