How to complain to Evri as a sender or recipient
Create a personalised complaint letter asking for the outcome that fits your case — such as an investigation, refund or compensation where appropriate.
ParcelClaim is independent and is not Evri. You can use the official contact and claim routes directly for free.
Official Evri complaint and contact options
Official complaint and enquiry channels
Start from Evri’s complaints page for its online chat and telephone message service. The phone/voice assistant can collect an enquiry; do not assume calling connects you immediately to an adviser.
Who arranged postage?
Evri distinguishes direct website-label senders from people using services such as eBay or Parcel2Go. Receiving a parcel does not mean you purchased Evri’s delivery service.
Step 1: make the initial complaint
State whether you bought an Evri label or are waiting for a delivery someone else arranged. The complaint page uses the same channels for enquiries and complaints: automated help gathers the details and passes cases requiring investigation to an agent.
- Give the tracking number, name on the parcel and relevant order email.
- Describe the answer or handling you want investigated rather than only pasting tracking history.
- Retain the enquiry reference and the message or callback you receive.
Step 2: follow up or request review
The published domestic procedure describes referral from automated support to a customer-service agent. It does not publish a separate general escalation email or named appeal team. Do not import the distinct Evri International process into a domestic-label complaint.
Practical follow-up: quote your existing enquiry, identify the unanswered question and ask for the agent’s response to be reviewed. For a recipient’s missing-order remedy, continue the conversation with the sender rather than waiting for Evri to refund the purchase.
Complaint vs compensation claim
Evri’s lost/damaged-parcel claim FAQ says the enquiry should be made by the person who sent the parcel, through Customer Services. Compensation depends on the cover selected and eligible contents; it is not a refund of every item at its retail price.
A direct-label sender should use the published claim route. If a marketplace or booking intermediary supplied the label, start with that provider as Evri instructs. A recipient should contact the seller or sender; Evri’s complaints page says the sender can provide a refund or replacement and contact Evri.
Information and evidence to prepare
- Tracking number and name on the parcel.
- Direct-label receipt or the third-party booking reference.
- Original enquiry reference and the particular response being challenged.
- Proof of value and cover selected for a sender claim; retain damaged contents and packaging.
Help with common Evri parcel problems
For the underlying parcel issue, use the relevant guide. Keep the complaint focused on the service or decision you want reviewed.
- Tracking stalled: Evri tracking help.
- Delivered status disputed: Evri delivered-but-missing help.
- Lost return: Evri return guidance.
Retailer arranged the delivery?
For a UK consumer purchase from a business where the seller arranged delivery, Citizens Advice guidance puts delivery responsibility with the seller. Asking the courier to investigate can help, but the seller is normally the party to pursue for the missing-order remedy.
If you independently appointed a carrier not offered by the seller, or the purchase was from a private seller, the position can differ. Identify the actual booking and purchase arrangements rather than treating every recipient as the courier’s contractual customer. For returns, check who supplied or paid for the return service.
Use retailer says contact the courier help or missing-order refund guidance for the purchase dispute. Our complaint directory lists retailer contacts.
Want Evri to put the problem right?
Create a personalised complaint letter asking for the outcome that fits your case — such as an investigation, refund or compensation where appropriate.
Create My Complaint Letter — £2.99Tailored to your case • You send it yourself. The draft does not submit an official claim, extend a deadline or establish entitlement to compensation. For a retailer-arranged order, select the buyer route and enter the actual seller; do not use the sender route just because you received a parcel.
For complaints about staff conduct or other service matters outside the form’s parcel issues, use the free official contacts above.
Official sources
Checked on 3 October 2026. The links support the published contacts, processes and qualifications above. Evidence preparation and follow-up suggestions are ParcelClaim practical guidance unless a formal stage is identified. Recheck the relevant service and booking terms before contacting the operator.
ParcelClaim is an independent self-help service, unaffiliated with Evri. We do not contact the courier or send your complaint for you.