topic Re: Advice needed please. in Selling

Advice needed please.

pentney97 — Wed, 27 May 2015 06:10:35 GMT

Advice needed here please.

Sold an item to Canada. Used Australia Post Registered International Post. Have proof of lodgement etc that comes with this service.

Four weeks later it hasnt arrived and buyer makes item not recieved via ebay. ( not escalated yet)

Australia Post says last scanned in Vancouver on 10th.

Ebay dont care about proof of lodgement- only say I need to provide proof of delivery??

Australia Post have opened a item search request with Canada Post- answer expected in 30-60 days???

Paypal say its a ebay dispute and even though I have all the requirements for Paypal seller protection it is a ebay dispute so it is up to ebay. If buyer opened paypal dispute I would be covered but as its a ebay dispute im not.

My next move please?

Re: Advice needed please.

dazzledayz — Wed, 27 May 2015 06:33:51 GMT

Although it's a dispute raised through eBay you are still covered by buyer protection on PayPal.

eBay may close the case and refund the buyer but if you can prove delivery via AP/Canada post then you should still be covered for any loss.

Send an email to PayPal advising them that AP are investigating and asking that no action be taken till results are known.

Keep your copy of the email and any replies.

If PayPal refunds eBay from your account before results are known AND if you get a postive tracking result demand a refund of costs disbursed to ebay.

If PayPal refuse get onto the Financial Ombudsman and make a complaint.

Use the correspondence you saved earlier plus anything from AP.

You'll get your refund.

Re: Advice needed please.

kopi.tea — Wed, 27 May 2015 06:40:08 GMT

I was in a similar situation as you did at the beginning of this year on my selling account.

I posted out a package to Canada at the beginning of Jan and it arrived at Canada Post Sorting Facility on the 16 Jan. It took months before my Buyer received it. (see attached tracking progress). My Buyer never got back to me about the late delivery as I informed her the moment the tracking shows up on the website.

Canada Post is one of the very few postal services in the world that allows incoming International Registered Mail to be tracked on their website.

I suggest that you input the Air Way Bill No. into their tracking page (https://www.canadapost.ca/web/en/home.page) and see where the package is. Don't forget to direct the Buyer to the website and provide him/her with the Air Way Bill No. You may want to do get a screen shot (if it is indeed delivered) to Paypal as proof of delivery.

I hope this helps and good luck!

Re: Advice needed please.

dylan11235813 — Wed, 27 May 2015 06:51:50 GMT

In Australia, in most cases, proof of lodgement is considered proof of delivery. In the USA this is not the case.

Re: Advice needed please.

davewil1964 — Wed, 27 May 2015 06:55:13 GMT

Canada is not part of the USA

Re: Advice needed please.

pentney97 — Wed, 27 May 2015 06:55:39 GMT

Hi, the link did not work. I have tried adding the Registered Post number to their website. Nothing shows.

Re: Advice needed please.

kopi.tea — Wed, 27 May 2015 07:21:15 GMT

My apologies for supplying that link that didn't work. If you go via the Canada Post website and click on "Tracking" and choose Track "By tracking number" that should work.

You have to input the Forwarder Air Bill No. that starts with RQ and ends with AU. I tried the number that is on my screen shot and it showed up.

Give it another go.

Re: Advice needed please.

kopi.tea — Wed, 27 May 2015 07:28:58 GMT

Here is a copy of the form that you would have filled at the AP counter. The Forwarder Air Bill No. is on the top right hand corner.

Re: Advice needed please.

dylan11235813 — Wed, 27 May 2015 07:29:28 GMT

@davewil1964 wrote:
Canada is not part of the USA

I know Canada is a different country to the USA.

What I mean to say is ebay are applying what they think they can in Australia (through the Australia website) based on USA rules. The term "delivery" in the ebay terms and conditions means "posted" in Australia.

If all else fails ebay will no doubt make a "decision" and refund the buyer instantly if the case is escalated.

Not that I have ever needed to do it but you should then contact ebay and advise them that you will be makeing a complaint with the ACCC and the NSW fair trading if they do not reverse the decision and removal all feedback and DSRs. If paypal don't come to the party I would also put a complian in with the financial ombudsman service.

Re: Advice needed please.

kopenhagen5 — Wed, 27 May 2015 08:53:44 GMT

Next move?

Contact the buyer within the case and explain it was last scanned in Vancouver.

Supply the web address and tracking number for them to check the tracking themselves.

Re: Advice needed please.

phorum_junkie* — Wed, 27 May 2015 11:27:55 GMT

@dazzledayz wrote:
Although it's a dispute raised through eBay you are still covered by buyer protection on PayPal.
eBay may close the case and refund the buyer but if you can prove delivery via AP/Canada post then you should still be covered for any loss.
Send an email to PayPal advising them that AP are investigating and asking that no action be taken till results are known.
Keep your copy of the email and any replies.
If PayPal refunds eBay from your account before results are known AND if you get a postive tracking result demand a refund of costs disbursed to ebay.
If PayPal refuse get onto the Financial Ombudsman and make a complaint.
Use the correspondence you saved earlier plus anything from AP.
You'll get your refund.

No you are not covered by Paypal for an ebay dispute, I presume you meant seller protection. The only part Paypal is concerned with is that ebay require them to send a refund to the buyer which you agreed to when ebay introduced their new refund policy. You only have Paypal seller protection if the buyer opens a Paypal dispute. Even with a Paypal dispute if the buyer buys and pays through their country's ebay site then that country's policies apply andPaypal as well as ebay require proof of delivery mostly everywhere except Australia.

Re: Advice needed please.

lesjokolat — Wed, 27 May 2015 14:21:52 GMT

The link is wrong as and extra ")" is in it

www.canadapost.ca/web/en/home.page

Re: Advice needed please.

beryl_green — Wed, 27 May 2015 15:20:00 GMT

if it's a fairly expensive item it may be in Canadian customs, happened to me a few years ago, item not received, aus post looking into it etc. the buyer eventually got their item about 5 weeks after me sending it after paying a customs bill.

Re: Advice needed please.

phorum_junkie* — Wed, 27 May 2015 17:05:23 GMT

If an item is tracked and shows as being held by customs the it is considered delivered as any responsibility for either it being a banned item or fees having to be paid are down to the buyer.

Anyone selling internationally should have in their listing that the buyer is responsible for any customs holds, duties, taxes or fees.

Re: Advice needed please.

pentney97 — Wed, 27 May 2015 22:43:46 GMT

Have tried again, still nothing. This tracking number starts with RP and ends in AU. Forwarder Air Bill.

Re: Advice needed please.

pentney97 — Wed, 27 May 2015 22:46:17 GMT

Have done this. Paypal and ebay as well. Australia Post have given access to buyer the shipping advice and a toll free phone to call them direct to hear from Australia Post themselves its last recorded location.

As it is not showing on the website it cant be seen. Australia Post have tracked it to Vancouver and are willing to tell buyer that.