Thanks.

As advised I am doing extensive research on the forum. I have a couple of questions. It seems Evri contests the rights of a customer to sue them rather than Packlink even though Contracts (Rights of Third Parties) is quoted in claims. They put this as their defence. Has any court upheld their position rather than the customer? I have tried to find Court judgements in favour of customers but can't see any even after a search.

Thanks. I've started the research. Luckily I find this interesting ...

Draft follow-up email Dear Evri Customer Services and Martijn De Lange, I have not received a response to my email below for the parcel you admitted was "unaccounted for" in the Evri network on 28 November. I am now sending a formal complaint and request that Evri compensate me the full amount of my loss of £271.92. My last email has not been answered for 7 days. Therefore ignoring this email, a negative answer or one repeating that I have to go to Packlink for compensation will all be deemed a refusal to compensate. I am fully aware that I do not have to pursue Packlink for compensation under UK law. I am pursuing yourselves as I am entitled to do under the Contracts (Rights of Third Parties Act ) 1999.

Oh sorry. I thought giving the whole story would be helpful. I'll do what you advise and come back when ready.

Hi, I sold an iphone on EBay in November using the Packlink label. Buyer paid promptly. Sent it via an Evri drop on 14 November paying for next day delivery. Tracking showed that it did not move after failing to be delivered from the Bradford depot. Contacting the autobot on Evri just gave the same information. I then found the CEO's email address via Twitter and sent him the email below on 21 November. The next day I received an email asking for more information (see my response below). the following day a phone call from someone in the CEO's Office saying they would contact the Bradford depot. Nothing happened. I got a follow-up email saying they were still trying. Then the buyer opened up a non-delivery claim and was refunded and then EBay took the money from me. I sent another email to Evri (always copying in the CEO) saying this had happened. Final response on the 28th saying the parcel was "unaccounted for" and saying that as I purchased the label via Packlink they were deemed the carrier even though it was lost in the Evri network (see response below) I replied with my disappointment on the 28th and have had no reply. I was just going to let it slide then I saw the post on the Facebook group. If something can be done, they should not get away with it. Thanks in advance First email to Martijn de Lange, CEP Evri. Dear Martijn, In good faith I used Evri to deliver a parcel to (postcode). A distance of 53 miles, 1 hour 15 mins driving time from my home in Manchester. I dropped it off at 9.28 am 15th November and paid for next day delivery. On the 17th it was not delivered due to an accident closing a road. Since then nothing has happened. No attempt at redelivery and no update via tracking. I have tried to get help via the website but the automated system just gives the same information. There is no way to get support or speak to someone. I am appealing to you as CEO who has said you want Evri to give customers a great delivery experience. Please help me by asking someone to track the package and deliver it or to return it to the Manchester drop-off point where I can pick it up. My response on the 22nd November Customer By CSS E-mail (Anne Strachan) (22/11/2022 02.47 PM) Dear Shamsher, Thank you to Martijn and yourself for getting back to me. In answer to you questions • Full description of contents The item was an iPhone 11 sold on EBay (see two images attached). It had a damaged silver back hence the raether cheap selling price of £265. The buyer paid this plus postage promptly and has been waiting patiently for a week now. However, he has opened a non-delivery case with EBay today and if it is not delivered I have to refund him but do not have the phone. I have attached screenshots of the EBay order details, giving the buyer's address, and the tracking information which had not been altered from the 17th November until your response was logged. • Any photos of contents Please see attached photos of the screen and the damage to the reverse. • Full description of how the parcel was packaged The iPhone was in its original box wrapped twice in bubble wrap. This box was in another, slightly smaller than a shoe, cardboard box so it fitted perfectly. It was secured twice (length and width) with brown packing tape. The Evri label was secured with clear sellotape. There was no indication that there was a phone in the box. I paid for next day delivery, which should have been the 16th November. There was a clear ND on the Evri label and I think it said Van 74, but can't be certain of that. I did not take a photo of the wrapped and labelled box, why would I? Final response from Evri Response By E-mail (Gabby Glowacka) (28/11/2022 12.24 PM) Good morning Anne, Thank you for getting in touch with your enquiry regarding your undelivered parcel H0067A0100235628. I am very sorry for the inconvenience caused to you. I have looked into this issue for you and attempted to obtain further details of this delivery to help locate the parcel. However, I’m afraid I have been unable to gather the required information and so I must, unfortunately, deem your parcel unaccounted for. I would like to offer my sincere apologies for this disappointing outcome, I can understand how frustrating this situation may be for you. I can see that you purchased the shipping label for this parcel via Packlink. While your parcel was sent using the Evri network, Packlink are regarded as the carrier in this situation as they provided you with the shipping label. This means that any claims for parcels which have become lost, damaged or delivered late will need to go directly to them so they can discuss the appropriate next steps with you. I have added a useful link below to assist you: Packlink Help Centre: https://support.packlink.com/hc/en-gb My reply on the 28th Dear Gabriela, I am really surprised at this email. The parcel was lost in the Evri network by Evri staff and tracked by Evri. I am quite shocked therefore that Evri will not be responsible for its systems, logistics and staff. You are passing it on to the label company. Packlink did not deal with the parcel or lose it, Evri did. You are not offering to even contact this company on my behalf, given the situation. As you can imagine unless something changes I can never send items using Evri again as I now know that, when you lose a parcel, customers always will lose money and/or the goods. I will also not feel confident in purchasing items which will be delivered by Evri for the same reason. I hope that Martijn, as CEO, who has said he wants customers to have a great delivery experience. It is clear that I have not. Evri has lost an item worth £265. I hope that you will help. Companies are judged by their actions when things go wrong.