Evri lost your parcel
Use this when an Evri parcel appears lost in transit or can no longer be located. Covers retailer refunds, sender claims, tracking evidence, proof of value and escalation.
Evri lost parcel refund guide →Evri Parcel Problems & Refunds
Tracking stopped, parcel stuck at a depot, marked delivered but missing, damaged or late? Choose what happened and follow the Evri guide built for that exact problem.
Start with the right route: if you bought goods from a retailer or seller, your refund or replacement request will usually start with them. If you bought the Evri label and sent the parcel yourself, the sender claim route may apply instead.
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These guides are separated by problem so you can go straight to the evidence and refund route that matches what happened.
Evri tracking is not updating
Use this when tracking is stuck, unchanged, not moving or has no recent scan. Covers tracking gaps, delivery estimates, delayed parcels and when to escalate.
Evri tracking not updating guide →Your Evri parcel is stuck at a depot
Use this when the parcel appears stuck at a depot, local depot, hub or warehouse scan. Covers last-scan evidence, missed delivery estimates and investigation routes.
Evri parcel stuck at depot guide →Evri says delivered, but you have no parcel
Use this when Evri says delivered but nothing arrived. Covers delivery photos, timestamps, safe places, neighbours, ParcelShop issues and location evidence.
Evri delivered but not received guide →Your Evri parcel arrived damaged
Use this for broken goods, crushed packaging or damaged contents. Covers photographs, packaging evidence, retailer responsibility and sender claims.
Evri damaged parcel guide →Your Evri delivery is late
Use this when the parcel is still expected but has gone beyond the estimated or agreed delivery date. Covers retailer responsibility and delivery-charge refund routes.
Evri late delivery guide →Evri lost your return parcel
Use this when a return disappears after handover. Covers retailer-supplied return labels, self-paid Evri postage, drop-off evidence, tracking and who should investigate.
Evri lost return guide →An Evri parcel was stolen after delivery
Use this if Evri left the parcel outside, in a communal area or an unsafe place and it disappeared. Covers safe-place authorisation, delivery photos, CCTV and theft evidence.
Evri doorstep theft guide →Evri parcel lost, stuck or just delayed?
A tracking gap or depot scan does not automatically mean the parcel has been formally lost. Start by saving the current tracking and identifying the most specific problem.
Tracking has stopped or looks stuck
Start with the Evri tracking not updating guide. If the tracking specifically shows a depot or local-depot problem, use the Evri depot guide.
The parcel can no longer be located
Move to the Evri lost parcel refund guide for the retailer refund, replacement or sender-claim route.
Who should you contact about an Evri parcel?
The correct route depends on who arranged and paid for the delivery.
You bought something from a retailer or seller
If the seller arranged Evri delivery, your refund or replacement complaint will usually begin with the retailer or seller. Evri may hold the tracking evidence, but the sender can investigate with Evri.
You bought an Evri label and sent the parcel yourself
If you paid Evri directly for the delivery service, you may have the sender claim route. Keep proof of posting, proof of value, tracking, booking details and any relevant parcel-cover information.
Recipient or sender? Evri’s current complaints guidance says recipients with delayed, delivered-but-missing or damaged parcels should contact the sender, while senders who bought an Evri label can use Evri’s own enquiry or claim process. For a retail purchase, your consumer rights against the retailer are separate from Evri’s sender claim rules.
Evidence to save before you complain
Do this early because tracking screens, photos and delivery information can change.
Save the Evri tracking
Take screenshots showing the tracking number, scans, dates, depot information and current delivery status.
Keep the order or booking confirmation
Save the retailer order confirmation or, if you sent the parcel yourself, the Evri booking and service details.
Keep proof of value
Save the invoice, receipt, order page, marketplace sale record or other evidence showing what the goods were worth.
Preserve delivery or drop-off evidence
If marked delivered, save the delivery photo, safe-place information and neighbour details. For returns or sender claims, keep the ParcelShop or drop-off receipt.
Keep every reply
Save retailer, seller and Evri messages so you can show what has already been reported and what response you received.
Turn your Evri evidence into a refund request
ParcelClaim creates a personalised letter using your courier, retailer, tracking, evidence and requested outcome.
Create My Evri Refund Letter – £2.99Secure Stripe checkout · Instant PDF · No subscriptionUseful official Evri pages
Independent guide: ParcelClaim is not Evri and is not affiliated with Evri. Evri is a trade mark of its respective owner. Always check current Evri help pages and terms for service-specific claim rules.
Evri parcel problem FAQs
What should I do if Evri has lost my parcel?
Save the tracking and your order or booking evidence first. If you bought goods from a retailer, start with the retailer refund or replacement route. If you bought the Evri label yourself, use the sender claim route. See the Evri lost parcel guide.
What if Evri tracking has not updated?
Save the current tracking, last scan and delivery estimate. A tracking gap can be a delay or missed scan rather than proof the parcel is lost. Use the Evri tracking guide first.
What if my Evri parcel is stuck at a depot?
Save the depot status and last scan. If the delivery estimate has passed or the parcel has not moved for several days, ask the retailer or sender to investigate and use the Evri depot guide.
What if Evri says delivered but I did not receive it?
Save the delivery photo, timestamp, safe-place note, neighbour details and any available location evidence. Then use the Evri delivered-but-not-received guide.
What if my Evri parcel arrived damaged?
Keep the damaged item and packaging and photograph the damage clearly. Use the Evri damaged parcel guide for the retailer or sender route.
What if my Evri delivery is late?
Save the promised or estimated delivery date and tracking history. The Evri late delivery guide covers the next steps and refund routes.
What if Evri lost a parcel I was returning?
Keep the drop-off receipt, tracking and the return label or QR code. See the Evri lost return guide for the retailer-supplied-label and self-paid-postage routes.
What if Evri left my parcel outside and it was stolen?
Save the delivery photo, safe-place settings, tracking and any CCTV or doorbell evidence, then use the Evri doorstep theft guide.