Evri
Evri says delivered, the buyer says it was empty
Almost everything written about Evri claims is written for the person receiving the parcel. This is the version for the person who posted it, which is who Evri actually needs to hear from.
By Mason Hughes at ParcelProof, which records how a parcel was packed and opened so a seller can answer “it arrived empty”. This guide is written to be useful whether or not you ever use it.
Last checked 8 August 2026. Courier policies change; always confirm on the courier’s own site before you rely on a deadline.
Two things to do today
The sender claims, not the buyer. Evri’s guidance is that the enquiry should come from the person who sent the parcel. If your buyer is already emailing Evri, they will most likely be redirected to you.
Tell the buyer to keep everything. The bag, the box, the tape, whatever did arrive. Evri may ask for salvage or look at a repair, and asks that the item is retained until the claim is settled. Packaging thrown away on day one cannot be photographed on day ten.
The clock
Evri recommends claiming within 28 days of the order for UK services, and 45 days for international. It notes this does not affect your statutory rights as a consumer, but 28 days is the practical deadline to work to.
Payment, once a claim is settled, can take up to a further 28 days. Both numbers are worth knowing before you tell a buyer anything about timescales, and before you decide whether to refund out of your own pocket to keep a marketplace rating intact.
What to gather
- 1
Photographs from the buyer, of the packaging
Evri asks for photographic evidence of both the contents and the packaging. In an empty-parcel case the packaging is the case: the seams, the tape, any seal, and whether the bag was cut or opened along a join.
- 2
Your evidence of what the item was worth
The listing, the order, what you paid for it. Compensation is calculated against value, so a claim with no value evidence has nothing to pay out against.
- 3
The drop-off and in-transit weight scans
Not on the form. Ask for them in writing, quoting the tracking number. Evri weighs parcels through its network, and a recorded weight at drop-off is a fact from the carrier rather than from you or the buyer. This is the single strongest artefact available to a seller who did not record the packing.
- 4
Your level of cover
Compensation is limited by the cover on the parcel, not by what the item was worth. Check what was actually bought at the point of postage before building a case around a figure.
If it is rejected for missing documentation
The most common outcome is not a refusal on the merits. It is a rejection for an incomplete pack, which is recoverable. Read exactly which item was missing, supply that one thing, and reopen rather than starting again.
Remember too that the Evri claim and the marketplace case are separate processes on separate clocks. Vinted, Depop and eBay will resolve on their own timetable regardless of where the courier claim has got to, and refunding the buyer can close routes that were still open.
Common questions
Who has to make the claim, the buyer or the seller?
The sender. Evri's guidance is that the enquiry should be made by the person who sent the parcel. A buyer chasing Evri directly usually gets redirected, which wastes days you may not have.
How long do I have?
Evri recommends claiming within 28 days of the order for UK services, and 45 days for international. It states this does not affect a consumer's statutory rights. Treat 28 days as the working deadline.
What photographs does Evri want?
Photographic evidence of both the contents and the packaging itself. For an empty-parcel claim the packaging photos matter more than usual, because how the parcel was opened or damaged is the substance of the case.
Should the buyer throw the packaging away?
No. Evri may ask for salvage of the item or investigate a repair, and asks that you retain the item until the claim is settled. Ask the buyer to keep everything, including the mailing bag, before anything goes in the bin.
How long does payment take?
Evri says compensation can take up to 28 days to be paid after a claim is settled. That is on top of the time the claim itself takes, which is worth knowing before you promise a buyer anything.
Source: Evri’s published terms and claims guidance. Courier policies change, so confirm the current wording on evri.com before relying on a deadline.
Sources
- How do I claim for a lost or damaged parcel? — Evri
- If something you ordered hasn't arrived — Citizens Advice
Links checked 14 August 2026. If one has moved, tell us and we will fix it.