it was 'transferred' yesterday it was launched early january, says last amazon reply 17 Jan 2026, 06:20 am GMT, cheers, 12125370472

The new metric to measure On Time Delivery Rate is surely not fit for purpose.

The metric measures units & not parcel delivery.

For example - I have shipped one parcel containing 20 units to one address & the parcel arrive late. You are penalised for 20 units being late not 1 parcel. This can bring your score down below the 90% target very quickly, especially for a small FBM seller.

The OTDR should measure parcel delivery NOT units if Amazon are looking to measure delivery accuracy.

This issue has been ongoing for us for several years. Our products are high-value, often £100–£150 or more, and despite repeated requests for Amazon to discontinue offering Evri labels to customers, our pleas have been ignored.

We have lost thousands of pounds. We have opened multiple cases and written to the Managing Director several times, yet we have received no response. Items are frequently lost, and even when compensation is offered, it is minimal (£20) and difficult to claim. Amazon seems to avoid responsibility, and SAFE-T claims are not considered in these situations.

On 20th December 2025, BBC1’s Panorama ran a program highlighting how Evri lose many parcels, yet Amazon continues to support them. This is extremely frustrating and has a real impact on our business.

We would really appreciate moderator support or guidance on how to address this issue more effectively.

Hi

I'm reaching out to a Moderator for help and advise please.

@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Sakura_Amazon_ @Abella_Amazon @Ange_Amazon @JiAlex_Amazon @Simon_Amazon @JiAlex_Amazon @Abella_Amazon

Order I.D. 203-6866926-6896311

A-Z Claim Value: £172

We sold an item (sale price £172 inc vat ) to a customer on 20/10/25 of which the customer received. The customer then logged a return on 24/10/25 as the item was no longer needed. Amazon auto-authorised the return and issued the customer with a pre-paid EVRI label. The customer delivered it to an EVRI drop off point on the same day.

On 17/11/25 we received an A-Z claim under the heading different from what I had ordered and the claim stated "Return package delivered to seller, but I haven't received my refund yet."

I appealed the A-Z claim with Amazon with further information advising that EVRI had not delivered the item back to us and the last tracking entry was:

Nov 04, 2025 05:10:03 PMEurope/London -Birmingham 2 GB Package is undeliverable and returning to sender because it is damaged.

Amazon denied the appeal and refunded the customer with £172. Amazon advised us that the item was delivered to us

"We have reviewed all available information and confirmed that the merchandise for the order was correctly returned on Oct 24. Since you are responsible for this return, we have reimbursed the buyer and debited your seller account"

From this stating it was delivered on the 24/10/25 one can only assume they are relating to the date the item was given to EVRI by the customer.

I have spoken with the customer who advised he received notification from EVRI that the item had been damaged whilst in transit and to contact Amazon. The customer did contact Amazon Customer Services who advised that Amazon would make a claim with EVRI and Amazon issued the A-Z claim to us. I have tried to speak to EVRI but they advised they can only talk with the account holder which is Amazon.

We are currently in a position where we supplied an new item which was returned with an Amazon issued EVRI label which in turn got damaged in transit. We have lost £172 and not received the item back. We also have an A-Z claim against our performance metrics and we have not done anything incorrectly.

Could any help please so I can try and rectify this?

Regards

Ian