Evri tracking status

Evri lost parcel: who pays, and when to act

The short answer

Take action

Evri's tracking has no lost status: a lost parcel's tracking just stops, often at a depot or on Out for delivery. Evri says it can look into a parcel after 7 days with Evri. A business seller owes you a refund or replacement.

When to act: If your parcel has not arrived after more than 7 days with Evri, or Vinted shows Parcel seems to be lost, file a complaint and we send it to Evri.

Also shown as: “Parcel seems to be lost”

What to do now

Screenshot the full tracking history, with the date, time and place of the last scan.
If the last scan was Out for delivery or Delivered, check your safe place and ask your neighbours, in case it was left nearby.
Keep your order confirmation and what you paid or, if you sent the parcel, your postage receipt or drop-off proof.
Write down what was inside and what it was worth, and keep a receipt or the sale listing as proof of value.
Save every message from Evri, the seller or Vinted that says the parcel is delayed, being investigated or lost.
Still not sorted? File your complaint here. We write it with you and send it to Evri, so you do not have to chase it yourself.

Start my complaint

What is going on

Evri's tracking has no stage called lost. In tracking histories people share, a lost parcel stays on its last scan, often at a sorting depot, at the local depot or on Out for delivery, sometimes after a run of delay messages. On Vinted, the order can show the tracking status Parcel seems to be lost.

Evri's parcel detectives say a parcel does not just vanish: the most common problem they see is a label that came off or can no longer be read. They open such parcels to find an address, send them on where they can, and return retail parcels to the retailer when the buyer cannot be traced. So a status that has stopped does not prove the parcel is gone for good, but it may not turn up either.

Why it happens

A label that came off or can no longer be read
Contents that came loose from poor packing
A wrong or incomplete address
A wrong scan that takes the parcel off its route
On rare occasions, human error

What usually happens next

Evri looks into a missing parcel once the sender raises it, and parcels its detectives can identify are repacked and sent on. For a parcel Evri cannot find, a business seller refunds or replaces your order, and a sender who booked with Evri can be paid under its cover; Evri says paying that compensation can take up to 28 days. On Vinted the investigation can take several weeks. On eBay, a seller who sent the parcel with Simple Delivery is protected against loss from the first scan until it is marked delivered.

What people told us about “Lost parcel”

19 complaints about Evri on Complain.biz quote this status.

I contacted Evri, about a 'delivered' lost parcel.

No Response from EVRI - NO ACTION From EVRI

Phoned and was told I could put in a claim for a lost parcel.

Lost Parcel

Other Evri statuses

DelayedKeep an eye on it
Tracking not updating or not workingKeep an eye on it
Delivered but not receivedTake action
Ready for collectionTake action
In transit (at the local depot)Normal
We've got itNormal
Delivery attempted or action neededTake action
Out for deliveryNormal
We're expecting itKeep an eye on it
Returned to senderTake action

All Evri statuses →

Who is responsible for a late or missing parcel from Evri?

If you bought it online from a business, the seller is usually responsible until the parcel reaches you. Under UK consumer law (the Consumer Rights Act) the goods stay at the seller's risk until they are in your hands, or with someone you named to take them, unless you booked your own courier that the seller did not offer. Retailers have their own contracts with Evri, so for an online order a refund comes from the seller.

If you sent the parcel yourself, your contract is with Evri, under its terms. Standard cover is up to £20 for loss or damage plus a refund of the delivery charge, letterbox-size Postable parcels only get the delivery charge back, and Full Cover bought when booking goes up to £999.

Questions about “Lost parcel”

What happens if Evri loses my parcel?

If you bought it online from a business, the Consumer Rights Act keeps the goods at the seller's risk until they are in your hands or with someone you named to take them, so the seller owes you a refund or replacement and deals with Evri. If you sent it yourself, Evri's terms decide what it pays you. File a complaint on Complain.biz and we send it to Evri.

How much does Evri pay for a lost parcel?

Evri pays the sender, not the recipient, and its terms only cover losses Evri caused. Without extra cover it pays the item's value up to £20 plus the delivery charge back. A Postable parcel, up to 1kg and 3cm thick, only gets the delivery charge back. Full Cover, bought when booking, goes up to £999. Food, photographs and laptops are never covered, and badly packed parcels may not be.

How long before an Evri parcel counts as lost?

Evri publishes no set time for UK parcels. Its own pages say a parcel can be looked into once it has been with Evri for more than 7 days, or, for a sender's standard parcel, once its status has not changed in 5 days. Vinted only starts its lost parcel process after 25 business days from shipping, or sooner if the status changes to Parcel seems to be lost.

Do lost Evri parcels ever turn up?

Some do. Evri's parcel detectives open parcels whose label is missing or unreadable to find an address, and send on the ones they can identify; retail parcels whose buyer cannot be traced go back to the retailer. In one shared thread, a parcel turned up a month late, so keep your records even after a refund.

Evri lost my Vinted parcel: will I get my money back?

Yes, if the loss is confirmed: the buyer gets a full refund. Vinted starts once the status says Parcel seems to be lost or 25 business days have passed since shipping, and the buyer then has 2 calendar days from Vinted's notice to report it. A seller who used Vinted's Evri label is compensated up to £500 once Evri confirms the loss, if the parcel was packed properly.

Based on

Evri FAQ: What can I do if I haven't received my parcel? (over 7 days with Evri: the sender tells Evri so it can look into it)
Evri help centre (sending): The tracking status hasn't changed in 24 hours (5 days for standard delivery)
Evri guide: Parcel cover and how to claim (£20 included, Full Cover up to £999, packaging, compensation can take up to 28 days to be paid)
Evri: Terms and conditions (conditions 3.7 to 3.9 on compensation and Full Cover, Postable Product, Late Delivery)
Evri press release: how Evri tracks down missing or damaged parcels (parcel detectives, labels, retail parcels sent back to the retailer)
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until you, or someone you named, have them)
Vinted: Refund Policy (status Parcel seems to be lost, 25 business days, 2 calendar days to report, full refund)
Vinted: Evri shipping (seller compensation if packed properly, 2 days to report)
Vinted: Parcel didn't arrive (wait up to 25 business days, carrier investigation)
Vinted: Compensation for sellers when shipping with integrated labels (up to £500, investigations take several weeks)
eBay: Simple Delivery (seller protected against loss from first scan until delivery)
Reddit r/evri: a retailer order that never came; in the comments, parcels that went missing after delay messages and one that turned up a month late
Reddit r/evri: emails tell a Vinted seller the parcel was mis-scanned, nearly 2 weeks without a scan, Vinted deems it lost by a set date
Reddit r/vinted: stuck on Out for delivery for over a month
Reddit r/eBay: a week at the local sorting centre, buyer believes Evri lost it
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
Evri: Terms and conditions (compensation, delivery estimates, delivery attempts, claims)
Evri guide: Parcel cover and how to claim