Are you waiting for a parcel to be delivered by Evri? I’m pleased to have partnered with Evri to share five top tips for those of you seeking support with all- important parcels.

Evri is on track to deliver more than 900 million parcels this year and on its busiest day it anticipates it will deliver around 4 million parcels – this equates to nearly 6% of the UK population receiving a parcel that day. The vast majority of these parcels will be delivered successfully on time however these 5 top tips from an Evri insider might be useful if you experience any issues.

Tip 1. Missing a delivery? Choose the correct option to seek support

Think a parcel has gone astray? Head straight to Evri’s chatbot Ezra.

If your parcel is showing as delivered but you don’t have it, choose ‘I don’t have my delivered parcel’, pop in your tracking number, and Ezra will show you where it landed.

If tracking information is still not correct and you do not have your parcel, choose ‘I don’t have my parcel’ so a support request can be created.

Tip 2. Leave appropriate instructions for your courier.

Life is busy especially at this time of year so if you won’t be home, tell Evri where to leave your parcel safely. Nearly half of Evri customers have not set delivery preferences on the app for a nominated neighbour or safe place. Alternatively, use a diversion to a locker or ParcelShop.

The best way to set preferences is to select ‘I want to provide instructions’, and the details will be passed on to the courier. As well as this you can have these preset via your preferences on Evri’s app. There is also a handy guide online showing you how to do this.

Tip 3. What if your parcel is lost?

When you agree to buy goods, you enter into a contract with the retailer and not the courier company. You should complain to the retailer as soon as you become aware of any delay, damage or loss. This also applies if you feel that it is poor customer service on the part of the courier, which has caused the issue. Under the Consumer Rights Act 2015, it is the retailer’s responsibility to ensure safe delivery of your parcel and if necessary, investigate, find a solution and provide a refund or appropriate redress accordingly. Don’t be fobbed off, make your problem theirs.

Tip 4. Be prepared 

Before you start an online chat with Evri make sure you have your 16-digit tracking number ready. You can find this in your emails or the app. If you don’t have it, the customer service team can try and help by asking questions, such as post code, name and telephone.

59% of customers that contact Evri without a tracking number cannot be matched to a parcel because they can’t confirm the other verifying details.

Tip 5. Act quickly

Tracking your parcel on delivery day? If you think it’s misdelivered, it’s wise to take swift action. There’s a ‘golden window’ to get in touch where Evri can alert the courier to retrieve and redeliver the same day.

Use Ezra and select ‘I don’t have my delivered parcel’ asap. If it’s not the same day, you can still use this option, and the customer service team will be in touch.

I really hope these tips help you track your deliveries this Christmas. For all the ways to get in touch with Evri, customers can go to the contact us section on the website.