How to Claim for Lost or Damaged Evri Shipments
Evri is merging with DHL's UK parcel delivery business - but will that improve Evri's poor delivery performance?
Evri is the largest parcel-only courier in the UK. Its 700 million annual deliveries is due to rise to more than 1 billion parcels with the DHL merger.
However, Evri is also consistently ranked near the top of an unwanted category: customer dissatisfaction. In 2024, Evri received the lowest customer satisfaction score (32%) in Ofcom's report and a MoneySavingExpert poll ranked Evri 16th among UK couriers with 48% labelling the service as poor (and only 28% as great).
It's therefore no surprise that Evri attracted the highest number of compensation claims on the Claimit platform in 2024, too.
Here's how e-commerce businesses can automate a compensation claim with Evri in a few clicks.
Evri delivery performance: Spotlight
Formerly known as Hermes (and founded as Grattan Mail Order in 1974), Evri tripled in size between 2019 and 2024.
Evri now covers 99% of the UK mainland and delivers to 220 countries internationally.
Evri deliveries are made by self-employed couriers using their own transport.
Evri offers a business account for e-commerce customers sending between 150-5,000 parcels per week.
Evri is the preferred option for large online retailers (49% of large stores use Evri).
In the week after Black Friday 2024, Evri broke records with 24.7 million deliveries.
Evri attracted 60% of all claims on the Claimit platform in 2024.
Making a claim for a lost or damaged Evri shipment
1. Identify lost or damaged Evri shipment
Instead of waiting for a disgruntled Evri customer complaining to your customer support team, Claimit's automated claims platform uses AI to spot delivery issues in advance. The system scans for 50+ potential shipping errors, flags potential issues in the system and sends alerts to your customer support team.
2. Check claim eligibility
Each courier has different Ts & Cs. For instance, Evri only accepts claims in "the event of the loss or damage of a parcel" - not delays (Evri's liability for Late Delivery is limited to refunding the delivery charges).
To make a claim, you must have:
Purchased a service with parcel protection for loss or damage
Sent an item that is not excluded from protection
Evri's Excluded items list contains items that Evri can deliver for you, but "can't guarantee that they will be delivered undamaged or lost." This includes:
Fragile or perishable food or goods
Liquids over 1000ml
Glass or fragile items
Antique items
Laptops, computers and game consoles
TVs and monitors
Lighting equipment
Optical equipment
Paintings, prints or canvases
Musical instruments
Ceramic, composite or stone items
Kitchen appliances
Non flat-packed furniture
With manual claim processing, you not only need to review the Evri Ts & Cs, but also make a claim before the 30-day deadline. With Claimit, you simply choose Evri from the list of couriers on the platform and the system instantly cross references your product with the courier's claims requirements.
3. File claim with all key documentation
From photos to timestamps, all couriers require supporting evidence to make a claim. For example, Evri demands:
Evri barcode (tracking number)
Recipient name
Delivery postcode
Proof of item(s) value
Product category and description (weight, size, volume etc)
Details of the claim
Photo evidence for damaged shipments (showing damage, packaging and shipping label)
Repair estimates
After gathering all these documents, Evri claims the quickest way to claim "is to contact our dedicated Customer Services Team" - but this is not as quick as using the Claimit platform.
Instead of speaking to a chatbot and filling out a claims form manually, the Claimit platform allows you to drag and drop or upload files directly into the claims portal. You then simply click 'claim' and your claim is sent.
4. Track claim status
Evri aims to process your claim within 28 days - but users have reported claims taking 2-4 months for resolution.
While staying on top of one claim is not difficult, if you're making 100+ claims per month (with 100+ claims tracking numbers), claims tracking can quickly get out of hand.
Claimit gives you full visibility of each claim's status via a single dashboard, so you can monitor claim progress until resolution.
5. Receive payout
Evri compensation is limited to whichever is lesser of:
£20
The cost of repairing the damaged goods
The value of the lost or damaged goods.
Claimit not only generates payouts 40% quicker than manual claims processes, but reimburses you instantly with digital credits, so you don't have to wait for reimbursement.
What's more, by ensuring you meet all of Evri's claims requirements, we achieved a 70% success rate for Evri claims in 2024.
Do I need Claimit for Evri claims?
If you're an ecommerce business that uses Evri to deliver your products, you could make a significant difference to your bottom line by using Claimit. Particularly, if you:
Send more than 50 Evri shipments per month.
Currently use a manual process to make claims.
Have a low claims success rate (under 50%).
Book a demo for more info.
