topic Seller charged for Express Post but sent by Parcel Post in Buying

Seller charged for Express Post but sent by Parcel Post

yumidiamonds — Mon, 14 Sep 2020 13:15:01 GMT

Hi all, I purchased a laptop from a seller in NSW. The only postage option availabe was for Express Post to post this to me in QLD. I paid for the purchase and the Express Postage, but the seller then sent it via Parcel Post.

I sent the seller a message about it and his reply was that when he went to the post office, he was told that Australia Post had suspended their Express Post service between NSW and QLD due to Covid, which was why he sent it via Parcel Post. This is obviously false as Australia Post never suspended this service. When i called him out on this, he apologised and started going on about how he lost money selling the laptop to me and admitted that he sent it via Parcel Post as a way to recoup some of his losses.

I feel compelled to report this matter to eBay, and wanted to find out which category to report it under, and if anyone else had experienced this before and what they did.

Searching eBay's FAQs and the community boards, I could not find anything that relates to this sort of postage service switch. The closest thing that i could find was under the "receiving something that doesnt match the item listing" category, although all the answers regarding the definition or determination on this appear to relate only to the item itself and not the receiving of a different and cheaper postage service.

Will leaving a negative feedback warning other eBayers of his fraudulant practice be the only recourse here?

Thanks for sharing your comments and advice in advance!

Re: Seller charged for Express Post but sent by Parcel Post

padi*0409 — Mon, 14 Sep 2020 14:53:46 GMT

Are you both in Express Post zones ? Did the seller offer to repay the difference in postage costs to you ?

I take it that you are aware that next day delivery has been suspended due to COVID-19. How long did the parcel actually take to get to you ?

As far as I know it's not a reportable offence by the seller so leaving a less than positive feedback is probably your only recourse in this situation, depending on your answers to the above questions.

Re: Seller charged for Express Post but sent by Parcel Post

gutterpunkz05 — Mon, 14 Sep 2020 15:00:53 GMT

Express Post has been suspended Australia wide Since APRIL

Re: Seller charged for Express Post but sent by Parcel Post

padi*0409 — Mon, 14 Sep 2020 15:07:53 GMT

@gutterpunkz05 wrote:

Express Post has been suspended Australia wide Since APRIL

Not quite true GP, next day delivery has been canned but an "Express" service is still available, as far as I know.

Re: Seller charged for Express Post but sent by Parcel Post

i-once-was-bump — Mon, 14 Sep 2020 16:07:37 GMT

I was in my local post office (suburban Sydney) last week and they were still trying to convince customers to pay extra for express post even though there are signs in the po warning about delays with the express post service and next day delivery was no longer being possible.

Re: Seller charged for Express Post but sent by Parcel Post

countessalmirena — Mon, 14 Sep 2020 17:03:52 GMT

@yumidiamonds,

Express post is effectively not available, by virtue of this caveat by Australia Post:

❝Express Post guarantee temporarily suspended

Express Post is still available, and will continue to be prioritised as the fastest option for customers, but may not always meet the next business day delivery standard.❞

People can continue to send via Express Post, but your seller may very well have been told that the express post guarantee has been suspended, as that is indeed true.

Further information .

❝Effective 20 April 2020, we're temporarily suspending the Express Post guarantee of a refund and replacement envelope or satchel for articles that don’t meet the next business day delivery standard

Express Post is still available, but please note there are significant delays

Our Express Post service will continue to be our fastest postal delivery option for our customers – and we'll continue to prioritise these deliveries. But please be aware that we’re experiencing significant delays, and Express Post parcels could take five business days or more to be delivered.

This change is due to delays to our delivery services caused by the ongoing impacts of the coronavirus pandemic, including:

a significant increase in parcels that require manual sorting
social distancing measures in place at our facilities, which mean we can’t process items as quickly as usual
a significant reduction in the availability of passenger flights – which, in addition to our dedicated overnight airfreight network, also carry our parcels

The temporary removal of the Express Post guarantee is not intended to impact any rights that customers may have under the Australian Consumer Law.❞

I would not seek to punish the seller, or to report this. I doubt that you have correctly interpreted what the seller said, in saying that he "admitted that he sent it via Parcel Post as a way to recoup some of his losses." It's more likely that the seller explained that in addition to Express post guarantee having been suspended by Australia Post, he's already lost money in selling the laptop to you at the price for which it was sold. You're perhaps conflating the two statements.

As I've said, I would not be calling the seller "fraudulent" or giving negative feedback.

Re: Seller charged for Express Post but sent by Parcel Post

sugar249 — Mon, 14 Sep 2020 20:45:23 GMT

Express post is still operating, but there is no longer a one day guarantee, but it still gets priority over standard parcel post. So there are benefits to using express post at the moment.

But having said that in the early days of the guarantee being dropped, I know our local post office interpretted it as the service not being available, as the messaging from AP was a little unclear.

Yes the seller should have used express post, but what is the difference between standard and express, $4 to $10 at a guess, you have wasted more time and effort writing up the post here. Have a coffee, and move on.

Re: Seller charged for Express Post but sent by Parcel Post

yumidiamonds — Tue, 15 Sep 2020 00:11:53 GMT

Hi all, thanks for all your responses and comments.

What didnt sit right with me about this situation is that I paid for a service and got something else instead. Express Post was the only postage option in the listing too. Whether the item was delivered quicker or not is besides the point. If i had received an item that was inferior or different to what i paid for on eBay, there are actions that i can initiate to seek redress. However for postage, it appears that there isnt anything a buyer can do. Probably something eBay should look at to better protect buyers.

And no, not once in our correspondence did the seller offer a refund on the difference in postage. Instead he felt that it was ok for him to keep the difference in postage to recoup his losses.

Re: Seller charged for Express Post but sent by Parcel Post

davewil1964 — Tue, 15 Sep 2020 00:39:32 GMT

The price you paid, including postage, was the price you were willing to pay.

If you received the laptop in as described condition, for the price you were willing to pay, you got what you ordered.

You really have no beef.

Re: Seller charged for Express Post but sent by Parcel Post

lyndal1838 — Tue, 15 Sep 2020 02:54:09 GMT

@yumidiamonds wrote:
Hi all, thanks for all your responses and comments.

What didnt sit right with me about this situation is that I paid for a service and got something else instead. Express Post was the only postage option in the listing too. Whether the item was delivered quicker or not is besides the point. If i had received an item that was inferior or different to what i paid for on eBay, there are actions that i can initiate to seek redress. However for postage, it appears that there isnt anything a buyer can do. Probably something eBay should look at to better protect buyers.
Under NORMAL circumstances there are actions you can take to address postage problems but these times are anything but normal.
Australia Post has been suspending services, altering processes and generally changing their mode of business.
It is not just AP doing this but postal services worldwide....some countries are even adding surcharges to actually get the mail moving.
You can do what you want as regards feedback of course, but to my mind it is petty to blame a seller for APs shortcomings during these difficult times. You have received your parcel safely and at the price you were willing to pay.
There will probably be other sellers reading here will agree and decide they do not want to sell to you.

And no, not once in our correspondence did the seller offer a refund on the difference in postage. Instead he felt that it was ok for him to keep the difference in postage to recoup his losses.

Re: Seller charged for Express Post but sent by Parcel Post

springyzone — Tue, 15 Sep 2020 03:42:41 GMT

I think you have every right to feel annoyed and I am a bit shocked, to be honest, by anyone saying you paid the price you were willing to pay so move on.

The basic fact is you didn't get what you paid for.

Now express post isn't what it used to be, the one or two day guarantee etc no longer applies. However, it is still suppossed to be given some priority and so should, by rights, be a little faster than normal post. The speed of express post isn't the point though. The point is you paid for it and didn't get it.

The bit I don't like is where you say the seller admitted he was trying to recoup some of his 'losses' with cheaper postage. For a start, he didn't make a 'loss'. He sold the laptop at the price he could get, no one forced him to sell. He has no right to make extra on a postal service he does not supply. I am not saying he would have to charge the exact cost that Auspost charges him, there would well be extra costs for boxes & wrapping. But charging express and sending normal post-not on.

I can understand he may have been advised to send parcel post instead of express but he could at least have offered you a partial refund of the difference. You're perfectly entitled to leave the feedback that reflects your feelings and in this case, I can tell you feel let down, ripped off. I think a negative is fair enough if you feel like that.

Re: Seller charged for Express Post but sent by Parcel Post

davewil1964 — Tue, 15 Sep 2020 04:02:50 GMT

A negative for an item received in a reasonable time in GOC?

Honestly?

They did get what they paid for. A laptop.

Re: Seller charged for Express Post but sent by Parcel Post

padi*0409 — Tue, 15 Sep 2020 05:38:49 GMT

Just a question, is this a newish seller ? If so they may not even know that they can do a partial refund for excess postage.

Re: Seller charged for Express Post but sent by Parcel Post

*tippy*toes* — Tue, 15 Sep 2020 06:03:45 GMT

Springy, are you serious? You have pretty much lost all credability with that post.

FYI, I recently posted an item express to WA from NSW. It took almost 3 weeks. Regular post is arriving quicker. I nearly sent it regular post for that reason. Would I then expect to be negged?

What if the item was "free" express post? Should the seller be negged if they sent it regular post, even though they are footing the postage costs?

I can't believe you think that seller deserves a neg. I am seriously rolling my eyes.

Re: Seller charged for Express Post but sent by Parcel Post

silver-fox-bullion — Tue, 15 Sep 2020 07:14:09 GMT

to THE POSTER you can leave a neg feedback on the seller but ebay will remove it. As ebay have stated no seller will be neg feedbacked while there covid issues with auspost and postage. so the neg feedback is pointless

Re: Seller charged for Express Post but sent by Parcel Post

gr8t_happee2givitahome — Tue, 15 Sep 2020 10:36:46 GMT

I have always refunded buyers the postage difference which they appreciate.

I used to spend hours and hours asking ebay for a refund on the 10% or so commison on postage fees but gave up in the end because the amounts just weren't worth it.

I actually think that if sellers refund buyers for postage overcharge then this sends a positive message to consumers to have faith in their Ebay sellers honesty.

You do get people like this I have noticed. I would report them if you feel so strongly about it. Probably the seller won't bother to list anymore.

Re: Seller charged for Express Post but sent by Parcel Post

digital*ghost — Tue, 15 Sep 2020 11:07:48 GMT

@*tippy*toes* wrote:
Springy, are you serious? You have pretty much lost all credability with that post.

FYI, I recently posted an item express to WA from NSW. It took almost 3 weeks. Regular post is arriving quicker. I nearly sent it regular post for that reason. Would I then expect to be negged?

What if the item was "free" express post? Should the seller be negged if they sent it regular post, even though they are footing the postage costs?

I can't believe you think that seller deserves a neg. I am seriously rolling my eyes.

I purchased some items from the Aus post shop recently. They have free post for their items, and charge $15 for express - I selected express and paid the extra $15,

When it was marked as shipped, i checked the tracking and the page said the service was parcel post, not express post, so I sent a message to AP and asked them to confirm the service they used, and if not express, to please refund the $15.

They confirmed it was sent parcel post, apologised, and refunded the $15.00.

I'm telling this story because anyone who thinks "as well they should" when they read that story, should also be taking issue with the seller's actions in the OP's instance. Did they pay "extra" for express? No, but if you advertise a specific service, you need to provide that service - end of.

Anyone who is familiar with ebay's policies and / or constantly criticises others for not keeping up to date with said policies should also go searching for the one surrounding advertising a postage service and not providing that service. This debate over whether express guarantee is still in place or how long express is taking is 100% irrelevant - the only way it would have been relevant would be if the seller had got in touch and just said "hey, i downgraded the postage service because lately it seems standard post is arriving faster" (which, by the way, is outside the norm - express is taking longer than pre-covid, but mine are arriving significantly faster than my regular post parcels, and I know the same is true for many other sellers, so a few people's experience if them taking longer is also 100% irrelevant here).

Jeez, and I thought I had a seller bias. I probably wouldn't leave them a neg, but the seller did the wrong thing, for the wrong reasons.

Re: Seller charged for Express Post but sent by Parcel Post

countessalmirena — Tue, 15 Sep 2020 11:31:10 GMT

I may be a tad too forgiving/easy-going in these things... A family member today did say I was "too goodhearted" when I proposed putting a branch from a tree in the garden of the next-door neighbours behind us (when the said branch - not a huge one - had fallen into our back garden) into our organic / garden bin rather than tossing it over the fence.

To be completely honest, it wasn't just my supposed goodheartedness at play. Three other factors:

The back fence between our back garden and the culprit neighbour's back garden is very high - so high that tossing the branch over was going to exacerbate the existing nerve pain I have in my right shoulderblade. (I don't think that my neurosurgery was as successful as I'd hoped it would be.) I didn't believe that the branch-tossing would be worth the effort,
Yes, yes - it'd be more polite for me to get into my car, attach the branch to its roof, drive over to the next street, identify the neighbours, and hand-deliver the branch to them together with a note saying, "Perhaps you haven't noticed, but...etc." But it would be even easier to just snap the branch into pieces and stuff it into the garden waste bin.
I'm struggling with a "what does it matter" state of mind at the moment.

If a seller sent something to me at the moment, and it was supposed to be sent via express post but wasn't, I truly do not think I would worry about it.

If I had paid additional postage for the service, I suppose I might contact the seller and say something like, "It doesn't appear that the item was sent via express post, for which I paid. I do understand that at present express post timeframes are not being guaranteed, and that would explain why it was sent by regular post! Could you refund the difference between the postage method used and the amount that I paid? Thank you."

Re: Seller charged for Express Post but sent by Parcel Post

digital*ghost — Tue, 15 Sep 2020 12:00:57 GMT

Again, irrelevant. Maybe my story was too, I was trying to contextualise the issue in a way that would help some people understand why the OP has a valid complaint.

I realise I'm probably going to appear rude here - it's not my express intent, but I'm tired and stressed so am not putting as much time into thoughtful and diplomatic replies as I usually do.

"I wouldn't find it an issue, so you're being unreasonable if you do" is the same kind of logic that brings other members to the forum to complain about not getting instant feedback and using "I always leave feedback as soon as buyers pay, so others should too".

If there's a valid and relevant argument for why the buyer shouldn't worry they didn't get the advertised service other than "I wouldn't care", I'd be happy to hear it, but "I don't care" isn't it.

Re: Seller charged for Express Post but sent by Parcel Post

countessalmirena — Tue, 15 Sep 2020 12:12:11 GMT

I'm not sure that my reply was irrelevant... It may be irrelevant to the (valid) point you were making, but it's not irrelevant on the terms on which I made my reply.

I don't intend to convey that because a parcel being sent by regular post to me rather than by express post wouldn't be a significant issue to me right now, that anyone else ought to feel the same way.

My primary reason for not being worried over it is a personal situation.