I brought the insurance and shipping directly through the evri website. I will look into writing up a letter before action, should this prompt them to give me some type of reply, and if not what should my next steps after this be.

I sold an item on eBay on the 10/2/204, I then shipped the parcel with evri with next day delivery 13/2/2024 as well as purchasing insurance for £200, after the item had been received at the local drop off facility, my local co-op, the tracking was updated to show that they had received the parcel. After several days without an update on the tracking I called their customer service department exclaiming that the item hadn't made any progress, they responded by refunding me the cost of the shipping and insurance, £20.21 on the 22/2/24. After several more days I called again exclaiming that the parcel has still made no progress, they responded by saying they were going to launch a full investigation as to the whereabouts of my parcel, through this whole process I received no response from them, after the 48 hours i called once more in an attempt to claim on my insurance seen as they has clearly lost my parcel, although they did not comment on the whereabouts of my parcel. I did fill in the claims form 26/2/24 with confirmation that they had received it. After no update throughout the review process I was obviously concerned and attempted to call multiple times to find they had put my parcel tracking number on some type of no call list, the auto answering machine system would not put me through to a person and instead gave the message that they would inform a member of staff I was chasing it up. The 28 working days I was told it would take has now passed 8/4/24 and I have still had no contact from them, after attempting to call this time the answering machine doesn't recognise the tracking number at all and prompts me to try again with a new code. I am lost as to what my next steps are. Many thanks Ewan