How to claim for a Parcel lost by Evri
Could anyone please advise me if they have had any luck claiming for a parcel lost by Evri when you purchase the label through Amazon shipping?
When they do lose a parcel , Amazon being the total mind numbing machine they are, advise you to contact Evri, then Evri say Amazon are the account holder and it’s up to them to make the claim. So basically they send you round and round in circles knowing full well you can’t make a claim and you lose the goods and the money and amazon still keeps a bit of their commission.
Evri never ever find the parcel either , so it’s basically a total loss for the retailer.
Surely they can’t get away with this every time , it’s disgusting.
How can this be allowed legally speaking ?
25 replies
Seller_BS5lg2keRs2QO
There’s an email address you can use to get Evri to pay out. Have a search of the forum as it was posted a few times. Not sure if it’s the same now they’ve changed brand, but you may at least get a bounce-back with the new address.
Seller_VrCKMElVmCrZ7
We have tried: hermescustomerservices@hermes-europe.co.uk to no avail, im pretty sure that is the one Demel is referring to.
It is just a crazy situation where you get the runaround from both parties while we are down for both the item and the full refund.
How is this even legal?
Seller_VrCKMElVmCrZ7
Having looked back on previous threads, we did try the phone route.
When you input the tracking number it simply states they cannot track that and it has to be done via Holly Chatbot.
Assuming you have an account with them or using a tracking number that does not include letters as that seems to be the stumbling block here.
We have tried all methods outlined on these forums and still no joy, this is why we are seeing if there is any other methods.
Seller_g9A9pMrqcDqa1
You open a dispute with Hermes over the telephone and they say they’ll ask the depot to do a sweep for the parcel and they’ll then contact you again (they never do so you phone again 48 hours later).
You telephone 0330 808 5456. You cannot use the actual tracking number (as you’ve found) as the system will advise you to contact Amazon. I always use a tracking number for a parcel that shows in my own account as not delivered as you’ll then get the option to speak to someone. When you get through they ask for the tracking number and you then give the actual tracking number. If you want the tracking number I use send me a message and I’ll send it to you.
Seller_geTtWLZTPOsoa
You could also try the Evri Webform. We use this for all contacts with Evri and normally get somewhere with it, however we also have an account with them so that may be why. I have used it for Amazon returns that have went missing in the past. The link for it is below:
Seller_KZhPnqSRrvTv0
I’ve tried every way you can imagine.
The only one we have found that works is to instruct the customer to contact Evri by phone and request a claim form. This is the way I’ve been instructed by Evri on several occasions. They state that it is the person sending the item (returning it to you) that must make the claim.
Whenever we give this instruction to the customer, we have not had any come back to us afterwards., so can only assume it works.
Seller_p5u23GLvheD5W
Have you tried sacrificing a small child?
Seller_JB8JywiyOJdnb
We’ve had the same issue, and managed to make a few claims successfully. Here’s what we do:
- Go onto their website, and click Help
- Click “It’s Something Else”
- Start a chat, then click::
- It’s about something else
- Sending
- Technical Issue
- I have an account query
- Problems with bulk upload
- There’s no option to bulk upload
- I’m still unable…
- We’ve found this allows you to actually write a message, e.g. “Please advise on the status of parcel xxxxxxxxxxxxxxxxx now lost/overdue” (Hermes reference, not Amazon reference).
They’ll get back to you and approve/deny; if approved you must respond in 7 days and supply the required info, or the claim will be automatically rejected.
Hope that helps.
Seller_xUKHc5xSYJmI4
We tried the online chat and this wasn’t successful. We contacted the MD directly matter was resolved quickly.
Seller_EFklfFDPtnEC0
Hi. Very interesting to hear people have successfully claimed from Evri/Hermes. May I ask if the paid claims were for amounts in excess of the £20 cover that comes with Amazon’s buy shipping?
My own experoience in this has not been successful. They lost a £500 laptop and paid me £20 compensation despite me escalating it to the highest level. I feel there is no way forward other than the small claims court.
