Another Evri complaint

[GreenestMan]

Hi all,

 

I've read a bunch of posts so I know this is a familiar story.

 

I've been using EVRi/Evri successfully for the last 4 years and only had one parcel go missing in that time.

 

However recently had a second go missing that was worth a substantial amount. I began the complaints/claim procedure and despite submitting all of the evidence the requested, they would not accept my proof of sale.

 

It was the customer invoice direct from my webpage, literally the only evidence of sale that I had. They finally closed my claim because I didn't respond in time and never justified why the wouldn't accept my proof of sale.

 

 

I followed the advice and emailed the CEO and thought I was getting somewhere, dealing with a named customer service rep. However this didn't get anywhere and rather than accepting my evidence and compensating me for my loss, they said they'd enquire with the local depot.

 

I'm back to square one.

I just wonder what my next options are. I've emailed to say that unless I receive compensation I'll be forced to involve the Ombudsman with my final option being the opening of small claims complaint. Are these the correct next steps? I'm loathe to just drop it.

 

I've read that I'm to submit a letter of claim, but I'm not sure what needs to go into that letter. Is there a template somewhere? Do I give them a deadline before submitting my claim via Money Claim online?

 

Thanks in advance for any advice, I'm clueless on these sorts of things

 

[GreenestMan]

Hi there.

 

I sent the parcel on the 4th September and was made aware that it hadn't arrived by my customer on the 21st.

 

I launched a claim with them on the 26th. It's worth noting that I created my order via their bulk buy facility on their sister site international.EVRi.com.  This becomes an important factor further on.

 

The contents were educational resources; 90 small booklets for use with children in educational settings. Nowhere near anything on their prohibited list! The order value was £450, however their cost to me was £150 pounds.

 

I think this might be the main bone of contention and why the have so far refused to reimburse me for the loss. I only insured the items for the cost to me rather than the price the customer paid as obviously all I need to do is cover my losses and to insure for the £450 rather than the £150 is cost prohibitive for my business.

 

Having provided all the evidence they requested I was told that they couldn't accept my proof of value, which was a screen grab and latterly a PDF of the customer invoice from my website.

 

The reason given was "Proof of value – What we need as proof of value is the financial transaction. This can be a purchase receipt, bank statement, eBay auction screen shot showing the sold item in “MyeBay” or a transaction page from Pay Pal. Unfortunately, we cannot accept any hand-written receipt or a word document stating the value." 

 

This left me in a predicament as the only proof of value I receive is that which I had submitted to them.

 

I resubmitted the same document with an explanation regarding the discrepancies mentioned above and got the same response. They then closed the case whilst I was on holiday abroad which is when I contacted their CEO and entered into the dialogue mentioned in my OP.

 

They seem to be trying to insinuate that I booked the service via Etsy for some reason, (my latest response from them included; "please proceed through ETSY as this is the platform the label was booked through")although I booked it directly with Evri on https://international.evri.com/ .

 

On investigation it does say that this service is "Evri Parcelshop Etsy" although as stated above I booked it directly via Evri's own site. I don't deal with Etsy in any way, shape or form.

 

I have read the EVRI document linked to above and can't see any reasonable cause for their denial of reimbursement. The items weren't booked via a third party, although as above they seem to be disputing that.

 

The items weren't on the prohibited list. The items weren't on the non compensation list. The items were insured to the value of £150 (although from reading the material you pointed me towards, I can see that insurance isn't necessary).

 

The only reason I can imagine for non reimbursement is because the amount I insured the items for (£150) doesn't correlate with the proof of value I provided (£450). That said I haven't claimed for more than the proof of value, but 66% less so I can't understand the issue.

 

I will write a letter of claim with a deadline for response and compose a claim on money claim online although if you can point me towards any resources to support me in writing the letter of claim, I'd be very grateful.

Please let me know if you require any further information, I'm determined to reclaim what I know I am rightfully owed.

 

Cheers

[GreenestMan]

Hi

 

I'd be more than happy to only receive the £150 back that I insured the parcel for, it covers my losses and costs which is why I was happy to insure it for the lower price. I'm not looking to profit from it and still have the monies paid by the customer as I sent a replacement.

 

Am I correct in thinking that my next step is to issue a letter of claim? Are there any threads on these forums detailing how such a letter needs to be structured?

 

Thanks for your help in this, it really is invaluable.

 

Cheers

 

 

 

 

[GreenestMan]

Hi, here is the message I received from Evri rejecting my claim. I received this twice. The document in question was a copy of the sales invoice my web page generates upon a sale. There was no reason given as to why it was considered invalid proof.

Quote

 

"Thank you for your recent communication.

We’re writing to let you know we’ll be needing more documentation with regards to your claim against ***********.

Unfortunately, not all the documents you submitted were approved. We’ll need you to upload the correct documents to progress your claim.

 

Document Rejection Reason
Proof of value – What we need as proof of value is the financial transaction. This can be a purchase receipt, bank statement, eBay auction screen shot showing the sold item in “MyBay” or a transaction page from Pay Pal. Unfortunately, we cannot accept any hand-written receipt or a word document stating the value.

What happens next?

Please re-submit the required information to help our claims team process your claim as quickly as possible."

 

 

I've had a further message today insisting that the label provider is Etsy, despite the fact that I booked the delivery on the international.EVRi.com site and that I made my payment to Evri.

[GreenestMan]

That was the reply when I opened an internal claim and submitted the required documents (screenshot attached)

evri.pdf

 

Thanks for that, it's really helpful. Do I address it to the CEO or the person (or one of the people) I've been corresponding with. 

This is the address I have for Evri, is this the correct one? 

Evri Executive Office

Evri 1 Capitol Close Morley Leeds LS27 0WH

[GreenestMan]

Yes, I can appreciate that the letter is merely a formality at this point.

I'll follow up on the rest of the action points.

 

Thanks again for your help

[GreenestMan]

I made the following adjustments to the letter and will send it by post and email tomorrow.

 

"Dear Sir/Madam

 

Letter of Claim – reference number ***********/ Claim reference  #*******

Thank you for your recent letter dated October 20^th rejecting the evidence provided for my claim on grounds that the evidence I have supplied does not satisfy your requirements. The evidence that I provided is more than adequate and I'm sure that it will satisfy the court.

I have further tried to pursue this claim with a number of your customer service teams (correspondence dated 9/Nov, 10/Nov, 18/Nov, 20/Nov, 21/Nov) but have not been able to resolve the matter.

I do not have reimbursement in full within 14 days then I shall sue you in the County Court for the value of the lost as declared to you plus costs of delivery plus court costs plus interest and without any further notice.

 

Signed"

[GreenestMan]

3 minutes ago, dx100uk said:

who said this crap?

 This is from the Executive Customer Service team that took up my complaint following an email to the CEO. I think this is the 4th different person to email me now, just taking me round in circles to be honest

[GreenestMan]

I've just had a phone call from Evri stating that I don't have a claim against them as I used the International.evri.com site and so my contract is with Parcel2go? I contested this as I made payment to Evri and was directed to the Terms and Conditions page where it states;

 

Evri International Terms and Conditions

 

COMPANY DETAILS

The Evri International website is operated by Parcel2go.com Limited(with company number 02591405) under the Evri brand  (which is a trading name of Evri).

 

This means that if you use this website you are contracting with Parcel2go.com Limited rather with Evri.

 

The registered office address of Parcel2go.com is Coe House, Coe Street, Bolton, BL3 6BU, United Kingdom.

 

Please contact Parcel2go.com Limited via https://international.evri.com/help-centre/livechat if you need to contact us about our services including if you need to claim for a lost or damaged parcel. 

 

I'm not sure where this leaves me in terms of sending my letter of claim (which I was taking to the post office today)

[GreenestMan]

Not sent yet, it was due to go today but they rang me on the back of my back and forth emails and now I don't know where I stand. Is it them I should be pursuing or Parcel2go, given the terms and conditions above?

 

 

[GreenestMan]

So issue the letter of claim to them both? Can I do that?

[GreenestMan]

Sorry for the delay in replying, had a tough weekend.

 

The above has thrown me for a bit of a loop and knocked the wind out of me a little I'm afraid. I feel very confused about the entire situation and not entirely sure who I should be pursuing now for a refund.

 

Do I need to get in touch with Parcel2go to make a claim or go straight to letter of claim with them? It would appear that Evri are clear in their terms and conditions despite it looking like an Evri purchase and my money having gone directly to Evri.

 

Cheers in advance