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Note: Please note, if your Evri label was purchased through Shopify in order to initiate the claims process on any loss or damaged parcels please reach out to Shopify's 24/7 customer support. You may also review additional details here- Getting Support or Filing a Claim for Shipments Created via Shopify Shipping |
Loss or Damaged Parcels
Evri offers up to 20 GBP coverage for lost and damaged packages with an additional 2.50 GBP available for eligible label costs.
If a shipment is lost or damaged, then we can submit a claim to Evri on your behalf. Evri requires claim submissions to be entered within 30 days from the shipping label creation date. We highly suggest you reach out on all claims within 23 days from the shipping label creation date.
Before submitting a claim request, Evri asks that we submit an initial enquiry which typically takes two working days for a response given the timeline in which we suggest you reach out to us.
Claims for late shipments aren't supported and those submitted past the submission window will be denied.
When reaching out with a claim request, we ask that you include the following information:
- The tracking number (also called the Evri barcode).
- The postcode of the delivery address.
- The value of the items in the shipment.
- The product category for the items, such as “Clothing and accessories - Footwear”.
- A description of each product, such as “Brown, size 5 boots”.
- The details of the claim, such as whether an item was lost or damaged.
For damaged shipments, you also need to include the following information:
- Please provide at least three photos for damage requests:
- One photo that shows the damaged product.
- One photo that shows the condition of the shipping package.
- One photo of the shipping label attached to the shipment packaging
- If the claim is for a lost package where the tracking shows the parcel was delivered, please include a signed Denial of Receipt (DOR) from the customer and the date that you received the DOR.
- Note: Evri does not provide coverage for parcels that arrive empty or with items missing.
Get a Denial of Receipt
If a package is marked as delivered but your customer never received the package, then you must get a signed Denial of Receipt (DOR) from the customer before you submit a claim to Shippo support.
You can use the following DOR template to send to your customer in an email for them to sign:
Hello [your company name],
I wish to deny receipt of the parcel with the tracking number of [insert tracking number]. I can confirm that I have checked with my neighbors and those in my household who might have signed for or received the goods, and this parcel has not been received. I have fully checked around my property and have not located the parcel. I will inform you immediately if the parcel arrives. I agree to cooperate with Evri Loss and Prevention and the police in the event of any investigation into the missing items. I confirm that this declaration is true and accurate in all respects. I understand that making a false statement can lead to prosecution.
Signed: ______________________
Date: ____________________
Reroute a shipment
If a shipment that has been accepted by Evri needs to be returned or sent to a different delivery address, then you can request to reroute a shipment. Due to processing times for rerouting requests and the different parties involved in the shipment, rerouting shipments isn't always possible.
There is no fee to intercept a shipment unless the shipment needs to be relabeled. If a shipment needs to be returned to you, then there is an additional undelivered fee.
When you contact Shippo support, make sure that you have the following information:
- The tracking number (also called the Evri barcode).
- The new delivery address.
Dispute an adjustment
If you are incorrectly charged an adjustment, such as an adjustment for an incorrect shipment weight or an oversized package, then you can dispute the adjustment.
When you contact Shippo customer support, make sure that you have the following information:
- The tracking number (also called the Evri barcode)
- The reason for the dispute
- Any supporting documents or images, such as showing the measurement of a package