Hi again - for the lost phone, Packlink have now emailed me saying they've concluded their investigation, and they've automatically sent £25 through to my Paypal account. I'm concerned I've accidentally agreed to their standard offer of compensation by starting the claims process - I may have misunderstood but I assumed I'd be able to reject their standard compensation and move onto the other steps discussed previously (letter of notice/legal means etc). Hope you can help, thanks. 20220426 Packlink email.pdf

Great, I've sent a claim through to Packlink for it so will see what they say. I've also sent a link to this post to the buyer like you said, in case they want to try making a claim too. Packlink monitor claim.pdf

Hi, just an update on the two shipments I've had issues with: For the first one, the phone lost in the EVRi network, I've now submitted a claim to Packlink and also tried to complain directly to Evri. I've refunded the buyer for it on eBay too. Packlink sent me an email acknowledging my claim, I'm guessing its a stock response, they've said that it could take them up to 30 days to resolve the claim due to having to contact the carrier. Evri however refused outright to even acknowledge/consider my complaint and sent the following response only a few hours after I sent them an email asking for it to be treated as a formal complaint/my money back - I've attached their response as a PDF to this comment. I was away over the weekend so didn't get a chance to do any research but will spend time this week reading up on previous cases on the website. For the second issue (the monitor delivered to the unsafe location), following your previous message I got in touch with the buyer to discuss possibly refunding them and also just to update them that I'd been exploring my options with how I could try and deal with Evri. They've replied saying they weren't really looking for a refund and that they'd been preparing to let it go. For context, the parcel had been left in the inside of a their porch (it was left on the doorstep of the interior door of their porch, where parcels often have been left for them), and that their porch's outer door had been locked. They did say that they appreciated that I was looking into sorting it (they'd gotten nowhere when they'd raised a ticket with Evri themselves), but that I should only refund them after getting anything back from Evri. I'm a bit conflicted as to what to do with the issue, as the buyer seems prepared to let it go (but I recognise I should try to do the right thing and help them if possible). The buyer has acknowledged some culpability with parcels being delivered to their porch regularly according to them, but they did send me the screenshot of the response to their Evri ticket where they acknowledged it as being an unsafe location (I've attached the correspondence I've had with them + the Evri email) - I'm not sure if that's enough however and they seemed to be pretty clear that they considered it a compliant delivery when they responded to the initial ticket I raised to them, it's only to the recipient they've acknowledged it as unsafe. The buyer would probably be able to provide me with the actual email rather than just a screenshot if I asked them. Would the best way to approach this be to raise a claim with packlink in the same way I've done for the lost phone? And also raise a complaint to Evri? Thanks again. EBay email trail.pdf Evri email - unsafe location.pdf Evri response to complaint.pdf

Thank you for the quick response - for the main issue with the first parcel, I've sent a formal complaint email to Evri asking for full compensation, and I've started the claims process on the Packlink website. With regards to the second issue, the buyer sent me a screenshot of the email acknowledging that the package was left in an unsafe location, I've attached a copy with the personal details removed. Like I said earlier, not sure if I should just let the buyer resolve this on their own or not, seeing as a delivery was actually attempted in that case. Evri email - unsafe location.pdf

Hi all, Apologies if my post is a bit long but I wanted to include as much detail as possible. I've had a couple of issues with Evri/EVRi in the space of a week, one of which I believe them to completely at fault, the other one I'm less certain about but I thought it would be best to ask here about it anyway. I've read a few similar posts by others on the site, but thought I'd make a post just for clarity's sake. The first issue: I sold a phone on eBay as a private seller for £140, selected the 'signature required' standard £25 compensation option on Packlink (naively thinking I'd be protected if an item was lost in their network), then dropped it off at a Parcelshop on the 11th April - the tracking shows it entered the EVRi network later that day. I'd packaged the phone in packing paper so that the contents of the package couldn't be seen. After the tracking failed to progress, I raised a ticket with Evri on the 13th. They passed my details onto their local teams, and eventually I received a message from them earlier today where they told me the package has been lost in their network. They also advised it wasn't their responsibility and that I should raise a claim with Packlink. I can see from other posts this is a tactic of theirs, and that Packlink is based in Spain, and also that they neglect to mention they have responsibility under the Contracts (Rights of Third Parties) Act 1999 - I can't pretend to understand it though completely. Where would I be best to start? I haven't yet raised a claim with Packlink (but I have all the info I'd need to do so). Also, I haven't yet refunded the buyer, but will likely do that this weekend at some point. I've also seen a few examples of Letters of Claims on the website, but do I need to a) attempt the Packlink claim first (and say I'm unhappy with the £25 compensation), and b) can I send the letter of claim to them by email? I'd appreciate any advice, and there is any existing guidance/resources I've overlooked please let me know. The second issue: I sold a monitor (again on eBay), selected signature required as above, was delivered on the 20th April. The buyer messaged me late yesterday saying that when they got home the package wasn't at their doorstep, that it'd been stolen. The delivery driver sent a photo to the buyer of where they left it, and didn't ask for anyone's signature/leave it with a neighbour, they just left it unattended. Both me and the buyer have raised tickets with Evri but they want nothing to do with it and consider it a perfectly fine delivery, though in their email to the buyer they did acknowledge it was left in an unsafe space. I've only really got the buyer's word to go off that it wasn't delivered but they seem genuine, so thought it would be worth asking about on their behalf. Not sure it's worth pursuing the second issue, but if someone could let me know where to start with the first it'd be appreciated. Thanks