KB: Useful Information: EVRi

Tracking - Using the EVRi Portal

Not Yet Delivered

If a webform is raised within 10 days of the last tracking scan, EVRi will liaise with the Hub & Depot to try and locate the parcel and get it moving. We should receive a response in the Couriers inbox.

If it’s been more than 10 days, it’s unlikely EVRi will be able to investigate.

Updating The Delivery Address

If we update the delivery address via the webform, we will not receive any further updates from EVRi.

Disputed Delivery

If the parcel was delivered to the customer’s address or a neighbour, raise a webform and EVRi will investigate with the courier.  If the delivery was non-compliant i.e. left on a doorstep, EVRi will investigate with the courier. Please advise the customer EVRi will email/contact them and they need to reply for the investigation to be completed.

Returns - Collection

If the return is not collected, the customer has to rebook the collection or take the parcel to a parcel shop. We can only cancel the collection via the webform.

Returns - Parcel Shop

The parcel will be collected within 48 hours of it being dropped off at the parcel shop. If the tracking has not updated within this time raise a webform and EVRi will investigate with the courier and reply to the Couriers inbox.

Once the parcel has a ‘Return Processed By Hub’ scan, it can take upto 14 days for the parcel to arrive at Neilson Square.  This is the final scan the parcel will receive and EVRi cannot investigate after this scan.

 Stop & Return Requests

Within 24 hours of us requesting a Stop & Return, tracking should update to show the request.  We will not receive any further correspondence from EVRi. If tracking has not updated within 10 days, mark the order as lost, set a ‘Raise EVRi claim’ alert and log as ‘Product Complaint’ & ‘Unused’. Do not raise a webform as EVRi cannot see our Stop & Return request and will assume the scan means the parcel is moving in their network.