Service creditClaim within 28 daysTakes a few steps
Refund of Charges for Late Delivery
An agent can check the public Tracking Facility to prove lateness, but still must submit a written claim and Claim Form via Evri's process.
“our liability for Late Delivery is limited to refunding the Charges; and ... "Late Delivery” means in respect of UK Services, Delivery of your Parcel more than 5 Working Days after the Delivery Estimate for Standard Services and more than 3 Working Days after the Delivery...”Evri terms, Condition 3.7(b); Definitions – Late Delivery
What to include: tracking number, written claim notification
CompensationClaim within 28 daysHarder to claim
Compensation for lost or damaged parcel (up to £20 or item value)
Requires photo evidence, repair estimates, proof of value and a completed Claim Form, which need human-provided documentation and Evri's own valuation judgement.
“our liability for each instance of Loss or Damage or anything else other than Late Delivery or a Postable Product is limited to whichever is the lesser of: (i) £20; and (ii) the cost of repairing the damaged Goods or the value of the lost or damaged Goods (as we shall reasonably...”Evri terms, Condition 3.7(a)
What to include: written claim notification, proof of dispatch, photo evidence of damage, repair estimate, proof of value
CompensationNo deadline statedHarder to claim
Compensation for lost or damaged parcel up to declared value
Requires chatbot contact, a completed claim form with proof of value/sale, and human review to confirm cover level and eligibility before any payout.
“If you’re still waiting on your parcel and it’s been with us for over 7 days, please let the sender know so they can get in touch with us, and we can look into it. ... If your item is not under our prohibited or non-compensation list, you have the right level of cover, and your...”Evri policy page, Parcel cover - How to make a claim with parcel cover
What to include: claim form, parcel contents details, proof of value, proof of sale if marketplace seller
CompensationNo deadline statedHarder to claim
Compensation for lost or damaged parcels up to selected cover level
Payout is discretionary ('may pay'), requires photographic evidence of both contents and packaging, and may involve salvage/repair investigation by a human claims team.
“If this happens, we'll seek to remedy this and may pay up to the level of cover you selected for eligible items in our network.”Evri policy page, Complaints and claims
What to include: tracking number, photos of damage, photos of packaging, proof of item eligibility
Price promiseNo deadline statedSimple to claim
No extra customs cost to recipient via IOSS-registered marketplace sales
Applies automatically based on marketplace/IOSS status and parcel value without needing a separate claim submission.
“If the parcel is an item you've sold through an IOSS-registered marketplace (Amazon, eBay, Etsy & Not On The High Street) or you are a business with an IOSS number, VAT charges are handled at the point of sale. This means there won't be any extra costs for your customer when...”Evri policy page, Customs and documents
What to include: ioss number or marketplace proof, parcel value under eur150, eu destination confirmation
Right to cancelNo deadline statedSimple to claim
Cancel unsent label and get a refund
An agent can log into Order History, cancel the specific order and trigger the refund using only the order ID.
“You can cancel your order on or after the day of booking. The refund will be processed in 3–5 working days.”Evri policy page, Payment - Cancellations
What to include: order id, account login
RefundNo deadline statedHarder to claim
Balance returned after Evri sells an unpaid parcel
Depends entirely on Evri's discretionary decision to sell the parcel and calculate costs before any balance is identified.
“We may deduct from any amount that we receive from a sale of the Parcel or Goods from the amount that you owe us and the costs of the sale, after which we will let you have any balance remaining.”Evri terms, Condition 10.2
What to include: outstanding balance settled, proof of ownership