Evri Lost Parcel Refund: What to Do if Evri Lost Your Parcel

Updated 21 June 2026 by ParcelClaim Research Team | Evri lost parcel refund and claim guide

An Evri lost parcel problem can feel messy because there are usually three different people involved: you, the retailer or sender, and Evri. The most common mistake is chasing the wrong party for the wrong outcome.

If you are the buyer and a retailer arranged delivery, you usually need the retailer to resolve the order with you. Evri may have the tracking data, but Evri cannot normally refund or replace a retailer order for the recipient. If you are the sender and you paid Evri directly for the label, your route is different because you may need to claim from Evri under the parcel cover rules.

This guide explains both routes, including what evidence to save, when a parcel may be treated as lost, what to say to the retailer, and what to do if Evri says the sender must contact them.

First, work out which Evri lost parcel route applies

The correct refund or claim route depends on who arranged the Evri delivery. Use this table before sending anything.

If you bought from a retailer and Evri lost the parcel

If a retailer arranged Evri delivery, your refund or replacement request should usually go to the retailer. Citizens Advice says that if you bought something from a business to be delivered, it is the seller’s responsibility to make sure the item is delivered to you, and if the seller used a courier, the seller should chase the courier.

Evri’s own complaints page also tells recipients that if a parcel is delayed, marked delivered but not received, or damaged, they should contact the sender — in most cases the retailer — and says the sender can provide a refund or replacement while Evri cannot do this.

When is an Evri parcel “lost” rather than just delayed?

A parcel may be delayed before it is officially treated as lost. The tracking might stop updating, sit at a depot, move between hubs, fail to go out for delivery, or show a delay message. Do not guess. Use wording such as “the parcel appears lost or cannot currently be located” unless Evri or the retailer has confirmed it is lost.

Evri’s recipient help page says that if you are still waiting and the parcel has been with Evri for over 7 days, you should let the sender know so the sender can contact Evri and Evri can look into it. This is a useful point to include when asking the retailer or sender to investigate.

Evidence to save for an Evri lost parcel refund

Save the evidence before the tracking changes. A “lost” issue can later turn into a “delivered”, “returned”, “delayed” or “cancelled” status, and you may need the earlier screenshots to show the timeline.

For a broader list, use our missing parcel evidence checklist.

Short message to send the retailer if Evri lost your parcel

Use this as a short first message. Do not give away your full final complaint too early — the paid letter should include your full details, timeline and requested outcome.

For a stronger complaint, include the order value, full timeline, tracking screenshots, previous messages, the legal route you are relying on and the exact outcome you want.

If the retailer says “Evri lost it, not us”

This is a common response, but it is not a good enough answer where the retailer arranged delivery. You did not receive the goods, and the retailer should not use its courier problem as a reason to leave your order unresolved.

Ask the retailer to confirm whether they accept that the goods were not delivered. If they say Evri lost the parcel, ask whether they will refund or replace the order and then recover their loss from Evri separately.

If Evri says the sender must contact them

Evri often expects the sender to contact them because the sender arranged the delivery. If you are the recipient, forward that message to the retailer or sender and ask them to raise the issue with Evri.

If the retailer refuses, reply in writing. Say that Evri has directed the issue to the sender, the parcel has not arrived, and the retailer needs to investigate and provide a clear outcome.

Use our retailer says contact the courier guide if the retailer keeps pushing you back to Evri.

If you sent the parcel yourself using Evri

If you bought the Evri label directly, you are usually the sender and your route may be an Evri enquiry or claim. Evri says the quickest way to make a lost or damaged parcel claim is to contact its Customer Services Team, and that the enquiry should be made by the person who sent the parcel.

Evri’s parcel cover guide says the sender needs to start the claim process because they paid for the service. It says claims can take up to 28 days to be processed and that senders may need to provide details such as parcel contents, proof of value and the level of cover. For marketplace sellers, proof of sale may also be needed.

If you bought Evri postage through eBay, Packlink, Parcel2Go or another third party

This is a separate route. If you bought the shipping label through a third-party platform, Evri may treat that platform as its customer. Evri’s complaints page says that if you sent a parcel via Evri but used a third-party service such as eBay or Parcel2Go, you should contact them directly.

That means you may need to use the marketplace or postage provider’s claim system, not Evri’s direct claim process. Save the label purchase, tracking, proof of value, proof of posting and buyer messages.

If you are an online seller and the buyer wants a refund

If you sold an item and Evri lost the parcel, the buyer may expect you to resolve the sale even while you claim from Evri or the postage provider. The buyer’s rights and the marketplace rules may not wait for Evri to finish its investigation.

Check the platform rules carefully. If the platform has an item-not-received deadline, missing it can make things worse. Keep your messages professional and evidence-based. Avoid blaming the buyer for a courier issue they did not cause.

If Evri lost a return parcel

If a return parcel has gone missing, the correct route depends on how the return label was created. If the retailer supplied the Evri return label, ask the retailer to investigate the return tracking and confirm your refund. If you bought your own Evri label, you may need to claim as the sender.

Save the drop-off receipt, return label, tracking page, retailer return authorisation, order details, photos of the item before return if available, and any messages showing the retailer expected the return.

For this specific problem, see our return parcel lost by courier guide.

Can you claim compensation from Evri?

If you are the sender and you paid Evri for delivery, you may be able to claim from Evri if the parcel is accepted as lost and the item is covered. Compensation can depend on the cover level, item type, packaging, prohibited/non-compensation rules, proof of value and claim evidence.

If you are only the recipient of a retailer order, Evri compensation is usually not the route that gets you your money back. The retailer should deal with you and then deal with Evri separately if needed.

Can you use chargeback or Section 75 if Evri lost your parcel?

If a retailer refuses to refund or replace a missing parcel, you may later consider payment escalation. A debit-card or credit-card chargeback may be possible depending on your bank’s rules and deadlines. Section 75 may apply to some credit-card purchases if the legal requirements are met.

Do not jump straight to chargeback if the retailer is actively investigating and the delay is short. But if the retailer refuses, ignores you, or keeps sending you back to Evri, card escalation may be worth considering.

Read our chargeback for missing parcel guide and Section 75 missing parcel guide.

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Evri lost parcel escalation checklist

1. Save the tracking. Screenshot the Evri page, tracking number, last scan and delivery estimate.
2. Check who arranged delivery. Retailer, marketplace seller, friend/family sender, Evri direct label, or third-party postage provider.
3. Contact the right party in writing. Retailer for retailer orders; sender for recipient parcels; Evri or postage provider if you are the sender.
4. Ask for a clear outcome. Refund, replacement, redelivery, Evri investigation or claim.
5. Ask for a deadline. Do not accept vague “wait longer” replies forever.
6. Escalate if refused. Consider a stronger written complaint, marketplace support, chargeback or Section 75 where relevant.

Common mistakes to avoid

• Chasing Evri only when a retailer arranged delivery. The retailer should usually resolve the order with you.
• Not saving screenshots early. Tracking pages can change and older statuses may disappear.
• Saying “Evri stole it” without proof. Use careful wording such as “lost”, “not delivered” or “cannot currently be located”.
• Missing marketplace deadlines. eBay, Vinted, Etsy and other platforms may have strict item-not-received windows.
• Forgetting proof of value. This is especially important for sender claims and marketplace sales.
• Confusing recipient refunds with sender compensation. They are different routes.

Useful official pages

These official pages can help you check the process before escalating.

• Evri track a parcel
• Evri: what can I do if I have not received my parcel?
• Evri: how to submit a lost or damaged parcel claim
• Evri parcel cover and claims
• Evri complaints procedure
• Citizens Advice: if something you ordered has not arrived
• Consumer Rights Act 2015, section 29

Evri lost parcel refund FAQs