Evri Tracking Not Updating? What to Do if Your Parcel Is Stuck, Delayed or Lost
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Evri tracking not updating or an Evri parcel delayed with no update can mean several different things. A parcel may be stuck on “we’ve got it”, “on its way”, “at the depot”, “out for delivery”, “delayed”, or simply show no new scan for two or three days.
Sometimes this is only a temporary delay. Other times, it can be the first sign that the parcel has been misrouted, missed a scan, delayed at a depot, sent to the wrong delivery route, returned to sender, or lost in transit. The important thing is to save the evidence early and contact the right party.
This guide is for UK buyers dealing with Evri tracking that has stopped moving, has no recent update, missed the expected delivery date, or suggests the parcel may be lost before delivery. If Evri says the parcel was already delivered but you do not have it, use our Evri delivered but not received guide instead.
Buyer route: If a retailer arranged the delivery, the retailer should usually deal with the delivery problem and investigate with Evri. Evri may hold useful tracking information, but your refund, replacement or redelivery request normally goes to the retailer.
If the retailer tells you to sort it out with Evri yourself, use our retailer says contact the courier guide.
Evri parcel delayed with no update — which problem do you have?
| What you see | What it usually means |
|---|---|
| No tracking information after retailer dispatch | Evri says this can mean it is still waiting to receive the parcel from the sender. |
| “We’ve got it” but no further scan | Evri has received a parcel scan, but the next network movement has not appeared yet. |
| No update for 2 or 3 days | It may still be moving between scans, but compare it with the estimated delivery date and save the last visible update. |
| Out for delivery but nothing arrives | The route may not have been completed or the parcel may need another scan or delivery attempt. |
| Tracking page or number not working | Check the 16-digit number, refresh the page and confirm the retailer has supplied the correct Evri reference. |
Evri tracking not updating — what to check first
- Take a screenshot of the tracking page. Save the date, time, tracking number and exact Evri status shown.
- Write down the last scan. Note the last location, depot, delivery route or ParcelShop update shown by Evri.
- Check the estimated delivery date. The retailer may show one estimate and Evri may show another, so save both if available.
- Check your retailer account. Some retailers show extra updates that do not appear clearly on the Evri tracking page.
- Look for delivery options or diversion messages. Save anything about ParcelShop, locker, safe place, attempted delivery or return to sender.
- Contact the retailer if the estimate has passed. Ask them to investigate with Evri and confirm what happens if the parcel remains missing.
Evri tracking not updated for 2 or 3 days
A two- or three-day gap in tracking does not automatically mean the parcel is lost. Evri says tracking updates depend on where the parcel is in its journey, and its international guidance notes that tracking can sometimes take several days to update.
For a UK retailer order, the more useful test is whether the estimated delivery date has passed. If the parcel is overdue and there is still no new scan, save the tracking history and ask the retailer to investigate with Evri.
- save the last scan and estimated delivery date;
- check whether the retailer still shows the order as in transit;
- ask the retailer whether Evri can confirm the parcel is still in the network;
- if it has been with Evri for over 7 days and still has not arrived, Evri tells recipients to notify the sender so the sender can contact Evri.
What does “We’ve got it” mean on Evri tracking?
“We’ve got it” generally means Evri has recorded the parcel in its network. If it then stays on that status with no movement, save the date of the scan and compare it with the delivery estimate.
If the retailer has only just dispatched the order, a short wait may be normal. If the expected delivery date passes and the status still does not move, ask the retailer to confirm where the parcel is and whether Evri has opened an investigation.
No Evri tracking information after dispatch
Evri’s current tracking guidance says that if there is no tracking information available after the retailer says the parcel was dispatched, it can simply mean Evri is still waiting to receive the parcel from the sender.
Evri says that once it has received the parcel, the typical delivery period depends on the service chosen by the sender and is usually around 1–3 days. If the retailer says it dispatched the parcel but Evri still shows no tracking, ask the retailer when the parcel was physically handed over.
Evri tracking not working, not loading or disappeared
If the Evri tracking page itself is not working, separate a website problem from a parcel movement problem. Evri’s website troubleshooting guidance recommends refreshing the page, logging out and back in, clearing the browser cache, or trying another browser or device.
If the page works but your parcel cannot be found, check the tracking reference. Evri says recipients normally track using the parcel’s 16-digit tracking number. If a courier has already attempted delivery, an eight-digit calling-card number can also be used.
Evri tracking number not working or not recognised
Copy the number directly from the retailer’s dispatch email and make sure it is an Evri reference. If it still does not work, ask the retailer to confirm the courier and send the correct tracking number. If the delivery date has already passed, ask them to investigate the order at the same time.
Evri says “please allow 24 hours” or asks you to check again later
If the tracking page or a support message tells you to allow 24 hours, take a screenshot of that message and check again after the stated period. Do not treat the message itself as proof that the parcel is lost.
If there is still no movement after that period and the delivery estimate has passed, contact the retailer with the screenshot and ask for a proper Evri investigation rather than another open-ended wait.
Common Evri tracking statuses and what they may mean
The wording on Evri tracking can vary, but these are the common types of stuck tracking problems to look for.
| Evri tracking issue | What it may mean | What to save or ask |
|---|---|---|
| Tracking has not updated for days | The parcel may be waiting for another scan, delayed at a depot, misrouted, or not moving through the network. | Save the last scan date and ask the retailer to check with Evri where the parcel is now. |
| “We’ve got it” but no movement | Evri may have received the parcel, but it has not moved to the next stage or has not been scanned again. | Ask the retailer whether Evri has confirmed the parcel is still in the network. |
| “On its way” but no delivery date | The parcel may be moving between hubs or depots, or the next scan has not appeared yet. | Save the estimated delivery date and ask for an investigation if it passes. |
| “At the depot” or local depot update stuck | The parcel may be waiting for delivery route allocation, delayed locally, or stuck after a failed processing step. | Ask whether Evri can confirm the current depot and expected next scan. |
| “Out for delivery” but no delivery happens | The courier may not have completed the route, there may have been a missed scan, or the parcel may return to the depot. | Save the out-for-delivery timestamp and any later delay or attempted delivery message. |
| Delivery estimate has passed | The parcel is now late, even if it is not yet officially lost. | Ask the retailer for a clear update, redelivery date, replacement or refund route. |
| Tracking says delayed | There may be a network, depot, weather, staffing, route or address issue. | Save the delay message and ask when the retailer will treat the parcel as missing. |
| Tracking page not loading / tracking number not working | There may be a website issue, incorrect reference, or the parcel may not yet have a usable Evri scan. | Refresh the page, try another browser or device, then ask the retailer to confirm the correct 16-digit tracking number. |
| “Please allow 24 hours” / check again later | The system or support message is asking for time before another update appears. | Save the message and check again after the stated period. Escalate if the delivery estimate has passed and nothing changes. |
When Evri tracking not updating is probably just a delay
Not every stuck tracking page means the parcel is lost. Tracking can pause for normal reasons, especially around weekends, bank holidays, sales periods, bad weather, local disruption, or after a parcel changes hands between the retailer, warehouse, Evri network and local courier.
Usually less worrying
- The delivery estimate has not passed yet
- The tracking updated within the last 24–48 hours
- The retailer still shows the parcel as on the way
- The parcel is moving through different locations
- You have received a fresh delay notification
More worrying signs
- The delivery estimate has passed
- No scan has appeared for several days
- The parcel is stuck at the same depot
- Evri says the sender needs to contact them
- The retailer keeps giving vague updates
Tip: Save the tracking screen before refreshing or contacting support. Status wording and scan history can change later.
How long should you wait when Evri tracking is not updating?
There is no single rule that fits every parcel, because delivery estimates, retailers and parcel types vary. A sensible approach is to check whether the delivery estimate has passed and whether the tracking has moved recently.
If the parcel is still within the expected delivery window, save a screenshot and keep checking. If the delivery date has passed, or the parcel has not moved for several days, contact the retailer in writing and ask for a clear investigation.
Useful timing point: Evri’s own help page for recipients says that if you are still waiting and the parcel has been with Evri for over 7 days, you should let the sender know so they can get in touch with Evri.
If the item was time-sensitive, expensive, needed for an event, or ordered with a paid delivery promise, say that clearly to the retailer. The more specific the promise was, the stronger your written complaint should be.
Evri parcel not delivered and no tracking update
If the parcel has not arrived and there is no new tracking update, focus on the retailer’s promised delivery date rather than waiting indefinitely for the Evri page to change. Save the tracking history and the retailer’s delivery estimate.
If the order is overdue, ask the retailer to check whether the parcel is delayed, misrouted, returned or missing. If the parcel later changes to delivered but you still do not have it, move to the Evri delivered but not received guide because the evidence route then changes to proof of delivery.
Who should you contact — Evri or the retailer?
If you are the buyer and the retailer arranged Evri delivery, contact the retailer first for a refund, replacement or redelivery. You can check Evri tracking for information, but the retailer is usually the party responsible for resolving the failed delivery with you.
That matters because many people waste days trying to get a direct answer from the courier, only for the courier to tell them the sender must raise the issue. Your message to the retailer should make the problem easy to investigate: order number, Evri tracking number, last scan, delivery estimate and screenshots.
Do not say the parcel is definitely stolen or definitely lost unless you know that. It is usually better to say the tracking has stopped updating, the parcel has not arrived, and the retailer needs to confirm whether it will refund, replace, redeliver or provide proper evidence that the parcel is still on the way.
What to ask the retailer when Evri tracking is stuck
Your retailer message should be specific. A vague “where is my parcel?” message may only get a vague tracking reply. Ask the retailer to check the full Evri record and answer clear questions.
- Whether Evri still has the parcel in its network
- The last Evri scan date, time and location
- Whether the parcel is delayed, misrouted, at a depot or missing
- Whether a new delivery date has been confirmed
- Whether the parcel has been returned to sender
- When the retailer will issue a refund, replacement or redelivery if there is no movement
- Whether the retailer will open an Evri investigation
Evidence to save before the tracking changes
Tracking pages can change. A delayed status can become delivered, returned, cancelled, or replaced with a shorter tracking history. Save evidence while the problem is visible.
| Evidence | Why it helps |
|---|---|
| Evri tracking screenshot | Shows the stuck status, tracking number, last scan and date. |
| Retailer order confirmation | Shows what you bought, who sold it, the price and delivery address. |
| Delivery estimate or paid delivery promise | Shows when the parcel was expected and whether delivery is late. |
| Retailer account updates | May show dispatch, delivery promise, courier handoff or delay messages. |
| Evri emails or app notifications | May show attempted delivery, delay, depot, ParcelShop, return or route messages. |
| Messages with the retailer | Shows when you reported the problem and how the retailer responded. |
For a broader checklist, use our missing parcel evidence checklist.
If Evri says the sender needs to contact them
This is common. It usually means the retailer, marketplace seller or sender needs to raise the investigation with Evri. If you are the buyer, do not let the retailer close your complaint simply by saying “contact Evri”.
Reply to the retailer and say that the parcel has not arrived, the Evri tracking has stopped updating, and Evri’s process requires the sender to investigate. Ask the retailer to raise the Evri query and confirm the refund, replacement or redelivery route if the parcel cannot be located.
My Evri tracking has not updated and the parcel has not arrived. Please raise this with Evri as the sender/retailer and confirm whether you will provide a refund, replacement or redelivery if the parcel cannot be located.
This is only starter wording. A stronger letter should include the dates, tracking evidence, order details, delivery estimate and the outcome you want.
Evri stuck on “out for delivery” but no parcel arrives
An “out for delivery” update that does not lead to delivery can be confusing. Sometimes the courier could not complete the route and the parcel is scanned again later. Sometimes it returns to the depot. Sometimes the next update is delayed.
Save the out-for-delivery screenshot, including the time. If the parcel does not arrive and the status does not change, ask the retailer whether Evri has confirmed the parcel returned to the depot, was attempted, was misdelivered, or is still due for delivery.
If the tracking later changes to delivered but you still do not have the parcel, switch to our Evri says delivered but no parcel guide and save the delivery photo, safe-place note and neighbour details.
If Evri tracking is stuck at depot
Depot delays can happen when parcels are waiting for sorting, route allocation, redelivery, address checks or further scanning. The problem is that buyers often cannot tell whether the parcel is only delayed or actually lost.
If the parcel is stuck at the same depot for several days after the delivery estimate, ask the retailer to check whether Evri can confirm:
- the parcel is physically still at the depot;
- the parcel has been misrouted;
- the delivery address needs checking;
- the parcel is being returned to sender;
- the parcel is now being treated as missing.
If the retailer keeps saying “please allow more time”
It is reasonable for a retailer to ask you to wait during a short delay, but they should not keep extending the wait without explaining what has happened. If the Evri tracking has not moved and the delivery estimate has passed, ask for a firm next step.
Please confirm the latest date by which you will either deliver the parcel, provide a replacement, or issue a refund if Evri cannot locate it.
If the retailer refuses to give a clear answer, read our refund refused for missing parcel guide.
Can you get a refund if Evri tracking is not updating?
You may be able to ask the retailer for a refund, replacement or redelivery if the parcel has not arrived within the agreed delivery time or within a reasonable time. If the parcel is still only slightly delayed, the retailer may investigate first. If the parcel cannot be located, the retailer should not leave you with an unresolved delivery problem indefinitely.
Keep the request focused on the actual problem: the goods have not arrived, the Evri tracking has stopped updating, the delivery estimate has passed, and you need the retailer to resolve the order.
If the retailer refuses to help, you may later consider escalation routes such as a final written complaint, marketplace support, chargeback, or Section 75 if you paid by credit card and the legal requirements are met. See our chargeback for missing parcel guide and Section 75 missing parcel guide.
Short message you can send if Evri tracking has stopped updating
Use short wording first, especially if this is your first contact with the retailer.
Subject: Evri tracking not updating — order not received
Hello, my order has not arrived and the Evri tracking has stopped updating. The last tracking update I can see is [last status] on [date]. The expected delivery date was [date].
Please check the full Evri tracking record, confirm whether the parcel is delayed or missing, and tell me whether you will provide a refund, replacement or redelivery if Evri cannot locate it.
Keep the full tailored complaint for your paid letter generator. This free page should give helpful starter wording, not a complete formal letter.
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Create My Refund LetterWhat if the tracking later says delivered?
If Evri tracking changes from stuck or delayed to delivered, but the parcel is not with you, the dispute changes. You then need to check the proof of delivery, not just the delay.
Save the delivery photo, timestamp, safe-place note, neighbour detail, GPS/location information if available, and anything showing you were home or the location is wrong. Then use our Evri delivered but not received guide.
What if the parcel was an online marketplace order?
If the order was from a marketplace such as eBay, Vinted, Amazon Marketplace, Etsy, Depop or another seller platform, the route may be different because the seller, marketplace and courier may all have separate processes.
Still save the same tracking evidence. Then check the marketplace’s own time limits for “item not received” or buyer protection. If the seller arranged Evri delivery, ask the seller or platform to investigate. If you arranged Evri delivery yourself as the sender, your route may be with Evri rather than a retailer refund claim.
Evri tracking not updating: common mistakes to avoid
- Waiting too long without screenshots. Tracking pages can change, so save evidence early.
- Only contacting Evri when the retailer arranged delivery. You can check tracking with Evri, but the retailer normally needs to resolve the order with you.
- Accepting “tracking says it is on the way” forever. Ask when the retailer will treat the parcel as missing if it does not move.
- Sending emotional messages with no details. Include order number, tracking number, last scan and delivery estimate.
- Threatening legal action too early. Start with a clear evidence-based complaint, then escalate if the retailer refuses.
Useful official pages
For checking the courier position, you can also review Evri’s tracking and missing parcel help pages. For general consumer delivery rights, Citizens Advice, MoneyHelper and UK legislation pages may be useful background.
- Evri track a parcel
- Evri: how do I track my parcel?
- Evri: website troubleshooting
- Evri: what can I do if I have not received my parcel?
- Citizens Advice parcel delivery guidance
- Consumer Rights Act 2015, section 29
Evri tracking not updating FAQs
What should I do if Evri tracking has not updated for 2 or 3 days?
A gap of a few days does not automatically mean the parcel is lost. Check the estimated delivery date, save the last scan and ask the retailer to investigate if the parcel is overdue. Evri says recipients should notify the sender if the parcel has been with Evri for over 7 days and still has not arrived.
What does “We’ve got it” mean on Evri tracking?
It generally means Evri has recorded the parcel in its network. If the status does not move and the estimated delivery date passes, ask the retailer to check where the parcel is and whether Evri needs to investigate.
Why is there no Evri tracking information after dispatch?
Evri says no tracking information can mean it is still waiting to receive the parcel from the sender. Ask the retailer when the parcel was physically handed over if the status does not appear.
What if Evri tracking is not working or the tracking number is not recognised?
Check the 16-digit Evri tracking number, refresh the page and try another browser or device. If the number still does not work, ask the retailer to confirm the courier and provide the correct reference.
What if Evri says to allow 24 hours?
Save the message and check again after the stated period. If the tracking still has not changed and the delivery estimate has passed, ask the retailer to investigate rather than accepting repeated open-ended delays.
What should I do if my Evri tracking is not updating?
Screenshot the Evri tracking page, note the last scan date and delivery estimate, and contact the retailer if the parcel is late or has not moved for several days. Ask the retailer to investigate with Evri and confirm the refund, replacement or redelivery route if the parcel cannot be located.
Does Evri tracking not updating mean my parcel is lost?
Not always. Tracking can stop updating because the parcel is waiting for another scan, delayed at a depot, missed during processing, out for delivery but not completed, or affected by local disruption. It becomes more concerning if the delivery estimate has passed and there is still no movement.
How long should I wait before chasing an Evri parcel?
If the delivery estimate has passed or there has been no tracking movement for several days, save screenshots and ask the retailer for an update. If Evri says the sender needs to contact them, ask the retailer or sender to raise the investigation.
Who do I contact if Evri tracking has stopped updating?
If you bought from a retailer and the retailer arranged delivery, contact the retailer first. Give them the order number, Evri tracking number, last scan, delivery estimate and screenshots. Evri may provide tracking information, but the retailer usually needs to resolve the order with you.
Can I get a refund if my Evri parcel is stuck?
You may be able to ask for a refund, replacement or redelivery if the parcel has not arrived within the agreed or reasonable delivery time. The retailer may investigate first, but they should give you a clear answer if the parcel remains missing.
What if Evri says the parcel is with them but there is no update?
Ask the retailer to check the full Evri record and confirm whether the parcel is still in the network, delayed, misrouted, returned to sender or missing. Save the last scan and any delivery estimate shown.
What if Evri tracking is stuck out for delivery?
Save the out-for-delivery screenshot and timestamp. If the parcel does not arrive and no new update appears, ask the retailer whether the parcel returned to the depot, was attempted, was misdelivered, or is still due for delivery.
What evidence should I save if Evri tracking is not moving?
Save the Evri tracking page, tracking number, last scan date and location, delivery estimate, order confirmation, delivery address, retailer messages, Evri notifications and any delay or attempted delivery messages.
What if the retailer says I have to contact Evri?
If the retailer arranged the delivery, ask the retailer to investigate with Evri. You can check tracking with Evri, but the retailer should not use the courier as a reason to leave your order unresolved.