1. Shippo
  2. Insurance, Claims, and Refunds
  3. Filing Claims

Submitting Shipping Claims For Evri Shipments

  Note: If your Evri label was purchased through Shopify Shipping, start your claim with Shopify's 24/7 support instead. See Getting support or filing a claim for shipments created via Shopify Shipping for more detail.

 

Loss or damaged parcels

Evri covers up to £20 for lost and damaged packages, plus an additional £2.50 for eligible label costs.

If your shipment is lost or damaged, we can file a claim with Evri on your behalf. Claims must be submitted within 30 days of the shipping label's creation date. We strongly recommend contacting us within 23 days of that date, so there's enough time left to process your claim.

  Note: Claims submitted after the 30-day window will be denied. Per Evri's terms and conditions, claims are also rejected if tracking shows delivery with an End of Life (EOL) scan, GEO location, and photo evidence. Claims for late shipments aren't accepted, and Evri doesn't cover parcels that arrive empty or missing items.

 

When you submit a claim, include the following:

  • Tracking number (also known as the Evri barcode)
  • Postcode of the delivery address
  • Recipient's first and last name
  • Value of the items in the shipment
  • Product category (for example, “Clothing and accessories - Footwear”)
  • A description of each product (for example, “Brown, size 5 boots”)
  • Details of the claim (lost in transit, marked delivered but not received, or damaged, with a description if damaged)

For damaged shipments, include at least three photos:

  • A photo showing the damaged product
  • A photo showing the condition of the shipping package
  • A photo of the shipping label attached to the package

Denial of Receipt

Additional requirements during the claims process:

Delivery disputes

  • Customers disputing a delivery need to provide a physically signed paper Denial of Receipt (DOR). A photo of the signed document works, as long as the text is clearly visible.
  • Along with the paper DOR, Evri sends an automated text DOR when a claim is submitted. This applies to both delivery disputes and lost-in-network claims. Customers have 5 days to respond to the text.
  • Both the paper DOR and text DOR are required for delivery disputes.

Lost in transit claims

  • Evri sends an automated text DOR to the recipient when a claim is submitted. Customers have 5 days to respond.
  • Only the text DOR is required for lost-in-network claims.

You can send your customer the following DOR template by email for them to sign:

 

Note:

Dear Miss/Mrs/Mr [name]
We acknowledge receipt of your enquiry advising you have not received your parcel. We are very sorry to hear this. Please return the declaration below to us to confirm you have not received the parcel.
Please note, any DOR received without a signature will not be actioned.
I wish to deny receipt of the parcel, tracking number: ___
I can confirm that I have checked with those within my household and neighbors who may have signed or received the goods, and the parcel has not been received.
I have fully checked around my property and have not located the parcel.
I will inform you immediately if it arrives.
I agree to cooperate with Evri Loss Prevention and/or the police in the event of any investigation into the missing items.
I confirm this declaration is true and accurate in all respects.
I understand that making a false statement could lead to prosecution.
Recipient name: ___________
Signed: ___________
Date: ___________

 

The DOR must include the parcel tracking number, the company name (shipper), the signature and name of the receiver matching the name on the shipping label, and a date.

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