I sent a parcel to a customer, and according to the tracking, the order was delivered with proof of delivery.
The address is an apartment, and I paid for signature delivery, but the building management does not allow couriers to go upstairs or deliver at the door.
So Evri left the parcel in the corridor (inside the building). Now the customer is claiming they did not receive anything.
Please guide me on what to do, as the parcel is worth over £300.
I would fight this with Evri, as they left the parcel without signature.
If you pay specifically for a digital signature, then it’s the duty of Evri to deliver the parcel to the customer, no matter what happens.
In a case like this, the first thing I’d do is open a claim with Evri immediately and frame it clearly as “service not provided, signature not obtained, parcel left in unsecured communal area,” because high-value items shouldn’t be left in lobbies unless you authorised it. While Evri often resists paying out, the fact that you paid for signature and they didn’t capture one is your strongest leverage and is usually the only angle that leads to compensation.
On the Amazon side, you’ll almost certainly lose the A-to-Z if the buyer opens one, because Amazon considers anything without a signature as “not proof of delivery” for items over the threshold, even indoor delivery photos don’t protect you when the buyer says they didn’t receive it. If you do lose, appeal with the Evri service failure details, but don’t rely on Amazon siding with you.
Going forward, for items worth £300+ to apartments, most sellers switch to Royal Mail Special Delivery or DPD signature-required because Evri routinely leaves parcels in communal areas and the risk is too high. But for this case, your only real path is pushing Evri for compensation based on failure to obtain the signature you paid for.