Evri confirms big change to parcel returns and customers will be divided
EVRI has confirmed it’s making a big change that will impact shoppers sending off or returning parcels.
The delivery company will be switching from paper receipts to email receipts.
That means that when you go to drop off a package at your local ParcelShop, you’ll no longer receive a blue slip.
Instead your receipt will be sent to your email address and it will have a date and time stamp on it for when you sent the parcel.
The email will also include a direct link to track your package.
The move initially had a trial run but it’s now being brought in at ParcelShops across the country.
Evri has said it’s “excited” to be rolling out the change soon and that it’s listened to customer feedback saying shoppers would prefer a move to digital receipts.
“This will improve the customer experience with quick access to tracking, reduce the millions of paper receipt cards printed each year, and drive us towards our net-zero target,” it said.
But concerns have been raised previously that companies moving entirely to digital processes could shut out some customers.
For example, numerous banking giants have closed down branches in recent years as more people move to online banking.
There have been fears this could leave older or vulnerable people unable to access services properly.
Consumer rights expert Martyn James also raised concerns about Evri’s move to digital receipts.
“Of all the business sectors in the UK, package delivery is the most complained about and reviled by the public,” he said.
“There’s little doubt that the sector is already far too overly reliant on digitisation – to the point where it’s impossible to speak to a person at many businesses.
“So given the lack of faith from the public about the service provided by package delivery companies, digital receipts will go down very badly indeed.”
Meanwhile some convenience shop owners warned it could take much longer for their workers to process parcel returns.
Premier retailer Suril Patel told The Grocer: “It’s a long process already compared to Yodel, and now they’re putting that extra step in which is going to take more of my staff’s time and cause longer queues.”
Nisa retailer Sukh Gill added: “I can foresee instances where details get misheard or the staff member cannot understand the email address correctly or inadvertently makes an error, which will then cause customers to come back into stores because they have not received their email receipt.”
Neither of these retailers were involved in the trial but believe they will be affected by the change.
Evri says the switch won’t impact how long it takes for convenience shop workers to scan through parcels as email addresses will be auto-filled where possible.
The move could also make things easier for some customers as they will no longer have to keep a paper receipt to hand and they won’t be able to lose it.
Plus, they will have a quick way to track their parcel online.
Some retailers already give shoppers the option of receiving email receipts instead of paper ones.
Zara, H&M and New Look are among the shops that offer email receipts.
Evri made another change to its delivery services earlier this year.
Vinted sellers were left frustrated after realising they could no longer drop their Evri parcels into selected InPost lockers.
The change meant sellers had fewer options to drop off deliveries as they can now only go to Evri ParcelShops or specific Evri lockers.
Evri rated ‘worst parcel company’
Last year, the watchdog found Evri is the worst parcel company for helping its customers.
It received just a 32% satisfaction rating in 2024, according to Ofcom‘s Post Monitoring Report.
This was marginally better than in 2023 and the regulator said there were “early signs of improvement”.
Rival Yodel was rated second-worst at 38%.