Evri Lost or Damaged Parcel Claim for Sellers: Evidence, Deadlines & Compensation

Who do I actually claim from?

Evri’s complaints procedure explicitly directs third-party eBay and Parcel2Go senders to the third party. Parcel2Go’s own claim guidance confirms its contract holder must claim. Do not ask the buyer to claim as if they bought the postage.

Business sender: preserve the 28-day notification window

Write down the booking date, handover date, notification date and claim reference separately. Use an accepted online contact route to record the issue in writing, ask for acknowledgement and keep the transcript. If you phone, follow up in writing; do not rely on an unrecorded call to satisfy a written-notice requirement.

Notify promptly with the facts available, identifying evidence still awaited. Ask the handler how to supply it. “We are investigating” does not confirm that your claim notification was logged, and an open tracking enquiry is not necessarily a completed compensation claim. The terms encourage return of the completed claim form within 14 days of it being sent; do not treat that as an extension of the initial commercial notification window.

These are direct-booking terms. An intermediary or negotiated account may impose its own steps or earlier cutoff. Ask for the applicable deadline rather than importing a consumer recommendation or another provider’s conditions.

Lost or damaged: what should happen next?

Evri’s lost/damaged claim FAQ directs the sender to Customer Services for an investigation. A claim needs the shipment facts, eligibility and selected cover assessed; a buyer’s refund screenshot alone does not resolve those questions.

Lost vs damaged evidence matrix

• Booking file: invoice/Order confirmation, tracking, direct or intermediary route, declared contents and purchased cover.
• Evidence index: A — handover; B — tracking/damage; C — value/cost; D — sale and payment; E — buyer correspondence; F — claim notification and replies.
• Value explanation: show purchase cost and sale price separately where both exist. If a record is unavailable, say so and ask about alternatives.
• Claim log: Order date, report date, form-sent date, form-returned date, reference and remaining requests.
• Retention instruction: ask the recipient to keep the damaged item and packaging until the handler confirms they can dispose of them. Save all original photos and documents.

Terms clause 7.6 allows requests for dispatch, photos, repair estimates, value and cost-price evidence, plus parcel size, weight and nature. Marketplace sellers also need proof of the completed sale under the Parcel Cover guide. These are different records: a listing price does not show the buyer paid.

Compensation eligibility: check before calculating

• Right route: are you the direct booking customer, or does a platform/intermediary handle the claim?
• Timely notice: can you show when written loss/damage notification reached the correct handler?
• Eligible contents: check the current prohibited and non-compensation lists. “Accepted for carriage” does not mean covered for compensation.
• Suitable packing: compare your actual packaging with Evri’s packaging guide. Use a strong suitable outer container, protect contents and fill movement space; keep evidence of what you used.
• Booked cover: find the amount actually selected and paid for before dispatch. A declared value does not prove enhanced cover was purchased.
• Provable loss: identify the item/value or repair cost and the supporting record; keep the buyer refund as a separate transaction.
• Correct terms: check Postable, negotiated-account and commercial-loss limitations before relying on a general cover advert.

How much might be recoverable?

The direct Parcel Cover guide advertises up to £20 included, and optional Full Cover currently offered up to £999 for eligible bookings. Only the level actually bought is relevant. The Terms apply item/repair-value limits and exclusions; Postable Products have a charges-only provision. They also contain business-loss limitations, so a commercial sender should ask which cover and liability terms apply to this order rather than assume all trading losses are insured.

Food, photographs, laptops and other listed contents can fall outside compensation; check the exact current category and service rather than assuming more cover fixes an exclusion. If refused for packaging, ask what requirement failed and compare the decision with your dated photographs. Terms sections 2–3 govern liability; a disputed exclusion needs evidence and, if necessary, advice about the applicable contract, not a promise that the term is invalid.

Submit a claim that can be investigated

1. Create the written enquiry/notification: contact the correct provider with tracking, booking identity and the loss/damage facts. Ask for a compensation claim form and keep the reference.
2. Return the claim form: complete the requested contents, value, cover and sale details. Name attachments consistently and state what any missing evidence will establish.
3. Monitor follow-up: answer requests through the existing case. If the handler says an attachment is missing, ask exactly which record is needed and confirm receipt after supplying it.
4. Check the outcome: reconcile item compensation, charges and any customer/platform reimbursement. Use the rejection guide if the stated reason does not match your packet.

Adaptable written claim wording

I am the [direct booking customer / authorised account contact] for Order [reference], booked [date], tracking [number]. I notify a [loss / damage] claim. The parcel was handed over on [date], supported by [record A].

The problem is [last scan and non-delivery facts / delivery date and specific damage]. I request investigation and the claim form. Cover purchased was [amount, record B]. My evidenced item loss / repair estimate is [amount, record C]; proof of the paid sale is [record D]. [List any evidence still awaited.]

Please confirm receipt of this written notification, the claim reference, any missing information and the applicable submission deadline. [For damage: the item and packaging are retained.]

Adapt this to facts you can prove; it is not an Evri-approved form or a guarantee of entitlement. If you bought through an intermediary, address its handler and identify its booking reference.

After submission: chase the right reference

The Parcel Cover guide states that processing can take up to 28 days and compensation payment can take up to 28 days. It does not promise that every claim will be resolved or paid 28 days after your first chat. Record submission, additional-information requests, acceptance and payment dates separately.

For direct enquiries, start with Evri Customer Services online support or 0330 808 5456. A written follow-up matters for commercial notification. If Customer Services has already tried to help and the issue remains unresolved, the official complaints procedure provides Tell us straight, the senior-team route at noreply.priority@evri.com. Attach the reference and unresolved point. This is a complaint escalation, not a separate guaranteed appeal award. See what to do after a courier claim is rejected.

If the item later arrives or another route reimburses you, tell the handler and update the amounts still outstanding. Keep the settlement record; do not quietly pursue duplicate recovery.

Your buyer’s order still needs its own answer

For a marketplace label on Vinted, follow the Vinted lost-parcel seller route; for Depop, check Depop loss/damage seller protection. On TikTok Shop, the shipping method and order-level refund route also matter. Those processes do not become direct Evri claims simply because Evri carried the parcel. A business seller’s customer obligations and its carriage contract are separate; a private sale has a different legal context. Do not make a customer’s platform response wait for courier compensation.