Published 31 March 2026
Quick Answer
If Evri has lost a retailer order, ask the retailer for a refund or replacement first. If you bought the Evri label yourself, you are the sender and can start an Evri claim through webchat.
If Evri loses a parcel from a retailer order, the retailer is usually still the party responsible to you. Under Section 29 of the Consumer Rights Act 2015, the retailer remains responsible until the goods are delivered into your possession. Evri may investigate or compensate the sender, but that is separate from your right to ask the retailer for a refund or replacement. If the retailer tries to redirect you, the right response is usually to keep the complaint with the retailer.
Evri can sometimes help with the evidence side of the case. You may be able to get tracking history, a delivery photo, or location details. What Evri usually will not do is refund you directly for a retailer order. That is why Evri contact is often useful only as support for your complaint to the retailer. If your tracking is stuck at the depot rather than fully lost, see our Evri parcel stuck at depot diagnostic guide.
Evri standard cover: up to £20 free. Additional cover available at purchase. Claims processed within 28 days.
Evri's compensation limits matter mainly to the sender because the sender is usually the person or business with the courier contract. If you bought goods from a retailer, Evri's cover does not cap your refund rights against that retailer. Even if Evri pays only standard cover to the sender, the retailer can still be responsible for the full value of your order if the parcel never reached you.
If you paid Evri directly for postage, you are normally the sender and you should start the claim yourself. Use Evri webchat and ask Ezra to open a lost parcel claim, then provide the tracking number, contents description, proof of value, and any proof of postage or drop-off receipt. The recipient can give you evidence, but Evri normally expects the sender to make the claim.
Contact the retailer first and contact Evri only if you need extra evidence, such as proof-of-delivery photos or delivery notes. Do not wait for Evri to solve the dispute for you. The faster route is usually to keep the retailer accountable and use Evri's information only to support your case. If you are unsure who to approach first, see whether you should contact the courier or retailer. If you want the courier-specific route, use the Evri lost parcel claim.
Subject: Complaint: Missing Delivery - [Your Order Number] Dear [Retailer Name], I am writing to complain about order [ORDER NUMBER] placed on [DATE]. According to Evri tracking, this parcel was marked as delivered on [DELIVERY DATE], but I have not received it. Under Section 29 of the Consumer Rights Act 2015, you are responsible for delivery of goods until they reach me physically. As the sender, you are liable for Evri's failure to deliver correctly. I have checked my address thoroughly, waited [X] days, and Evri's tracking shows [PROOF: e.g., delivered to wrong address/no photo/GPS location away from my home]. I request a full refund or replacement within 7 days. Please confirm. Yours sincerely, [Your Name] [Order Reference]
Royal Mail has service-specific compensation rules, so the right route depends on whether this was retailer delivery or personal post. For the full process, see our Royal Mail compensation guide.
With Yodel, retailer orders still usually go back to the seller because they arranged delivery and remain responsible for getting the goods to you. For the courier-specific route, use our Yodel lost parcel guide.
DPD tracking, delivery photos, and GPS evidence can be useful, but the retailer is normally still responsible if your online order never arrives. See our DPD lost parcel guide for the next steps.
For courier-specific help, compare Royal Mail compensation and Evri lost parcel claim, or use the full parcel refund process to generate the next steps for your case.
Evri says claims can take up to 28 days to process. If this was a retailer order, do not wait for Evri before asking the retailer for a refund or replacement under the Consumer Rights Act 2015.
Usually no. Evri's lost parcel claim is normally started by the sender, which is usually the retailer if you bought goods online. As the recipient, your stronger route is to claim a refund or replacement from the retailer.
Screenshot the tracking, delivery photo, GPS clue, or any note that does not match your address. Then tell the retailer the goods were not delivered into your possession and ask for a refund or replacement under Section 29 of the Consumer Rights Act 2015.
Only if you bought the Evri label yourself or are otherwise the sender. For a missing retailer delivery, Evri's compensation process usually belongs to the retailer, while your refund claim is against the retailer.
A delivery photo can support or weaken Evri's position. If it shows the wrong door, a public area, or no clear delivery location, use it as evidence that the parcel was not delivered to you.