|
Note: Please note that if your Evri label was purchased through Shopify in order to initiate the claims process on any lost 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 case 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 contacting you regarding all claims within 23 days of the shipping label creation date to allow time for the claims to be processed.
|
Note: Any claims submitted after the submission window will be denied. In accordance with Evri's terms and conditions, claims will be rejected if tracking shows delivery with an End of Life (EOL) scan, GEO location, and photo evidence. Claims for late shipments are not accepted.Evri does not cover parcels that arrive empty or with missing items. |
When submitting a claim request, please include the following information:
- 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 (e.g., "Clothing and accessories - Footwear")
- A description of each product (e.g., "Brown, size 5 boots")
- Details of the claim (e.g., lost in transit, marked delivered but not received, or damaged). If the item is damaged, please provide a detailed description.
For damaged shipments, please 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:
- Physically Signed DOR Requirement: Customers disputing a delivery must provide a physically signed paper Denial of Receipt (DOR). A photo of the signed document is acceptable as long as the text is clearly visible.
- Automated Text DOR: In addition to the paper DOR, Evri will send an automated Text DOR to customers 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:
- Automated Text DOR: An automated Text DOR will be sent to the recipient when a claim is submitted.
- Customers have 5 days to respond to the text.
- Only the Text DOR is required for Lost in Network claims.
You can use the following DOR template to send to your customers in an email for them to sign:
Dear Miss/Mrs/Mr xxxx
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 & neighbours who may have signed or received the goods & 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 co-operate with Evri Loss Prevention &/or the Police in the event of any investigation into the missing items.
∙ I confirm this declaration is true & accurate in all respects.
∙ I understand by making a false statement could lead to prosecution
Recipient Name: ………………………
Signed: ………………………
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.