Evri breakage

[MESSING2]

Can anyone advise on how to claim for an eBay item I sent through Evri that has got broken in transit?

It was wrapped so carefully, the buyer messaged with a photo to say they couldn't believe it was broken as it was so well wrapped. They must have really thrown it around. It was fairly low value, under £20.

I have refunded the buyer already but is there any way of claiming back through Evri?
I started a chat on their website with an AI bot that didn't understand that I'm the sender not the recipient and kept repeating, "try contacting the sender" ad infinitum. Do I need to ring them?

TIA

No..it's not Evri's fault.
It you the seller that is responsible... you decided to use Evri as the carrier.
If you buy something and it's damaged it's up to the sender to replace it or reimburse you.. not the delivery company.

Ring them and see what they say. The bot is useless. But depending on what you sent they may not accept responsibility even if you can prove they broke it - eg they won't give you anything back for anything made of glass .

See below.

The buyer's contract is with the seller who has to refund in a case of loss or damage. The seller's contract is with the delivery company. I've not had anything broken/damaged but Evri have lost stuff I sold before. I refunded the buyer and Evri refunded me. It's trickier if it's something broken though.

Thanks all. I understand that the buyer's contract is with me, and I have already refunded them on eBay.

I don't think my question was clearly worded but I was asking if I should expect a refund from Evri. The item was ceramic but I honestly could not have wrapped it up any more and it was labelled fragile. Surely they have some some responsibility when it comes to broken items that were suitably packaged?

I'll try calling them but don't hold out much hope.

Incorrect.

you will be covered up to £20 with evri. You can claim online.

Pretty sure ceramics are excluded in their compensation policy, purely due to their fragility.