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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 provides coverage of up to 20 GBP for lost and damaged packages, with an additional 2.50 GBP available for eligible label costs.
In the event of a lost or damaged shipment, we can initiate a claim with Evri on your behalf. Claims must be submitted within 30 days from the shipping label creation date. We strongly recommend reaching out regarding all claims within 23 days from the shipping label creation date.
Please note, that claims for late shipments are not supported, and any 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 recipient first and last name
- 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. If damaged, please provide a detailed description.
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 customers 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: ______________________
Name: ______________________
Date: ____________________
Please be aware that the DOR must include the parcel tracking number, the company name (shipper), the signature and name of the receiver, which should match the name on the shipping label, and a 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