topic Re: Delivered on Australia Post Tracking but buyer claims did not receive in Selling

Delivered on Australia Post Tracking but buyer claims did not receive

thereallygoodbookshop — Mon, 09 May 2016 11:06:26 GMT

Hello everyone, first one I have had of these and it hasn't ended well so far. I had a buyer in Blackheath NSW. Parcel was delivered 3 days after it was shipped with tracking by Australia Post.

3 weeks later the buyer opens a item not received dispute so I commenced a lost parcel enquiry with Australia Post. The item delivery on Australia Post says Alexandria which is a bit of a distance from Blackheath so I thought maybe there has been a problem with AP. I googled it and Alexandria is some sort of huge business hub but my contact through the AP parel enquiry says it probably should have gone through Nepean. I don't know my NSW geography that well so I am not sure how right that is.

Now I am absolutely sure that the tracking number and the buyers address information was 100% right on shipping. We cross check these things because we are paranoid of errors. I keep all the invoices with tracking filed for reference too.

The buyer never enquired with me about the parcel prior to opening the case. I have communicated with her since and advised about the AP missing plarcel enquiry. This evening without getting back to me she asked ebay to make a decision and within 20 minutes they have refunded her without any more enquiries with me and I didn't even know it had happened until it was already closed.

Needless to say I feel a bit aggrieved. So, previously I thought that tracking was sufficient but obviously that is not the case. Australia post has asked me today for 5 more days to look into it. I am down $77.45 on the whole transaction so not a very happy ending for me. Have I been scammed?

Re: Delivered on Australia Post Tracking but buyer claims did not receive

pennyforum14 — Mon, 09 May 2016 11:24:54 GMT

Did you upload the tracking to the dispute page to show eBay that Auspost says the parcel was dleivered??

Re: Delivered on Australia Post Tracking but buyer claims did not receive

thereallygoodbookshop — Mon, 09 May 2016 11:31:44 GMT

Hi Penny,

We spoke about that the tracking says delivered to Alexandria but I wasn't aware that I had to upload anything. I provided the tracking number that shows that it was delivered. Wasn't that enough? It is the same tracking number that I added to the item at the time of shipping as well. It has always been there for the buyer to see.

Regards,

Wendy

Re: Delivered on Australia Post Tracking but buyer claims did not receive

digital*ghost — Mon, 09 May 2016 12:21:13 GMT

@thereallygoodbookshopcomau wrote:
Hi Penny,

We spoke about that the tracking says delivered to Alexandria but I wasn't aware that I had to upload anything. I provided the tracking number that shows that it was delivered. Wasn't that enough? It is the same tracking number that I added to the item at the time of shipping as well. It has always been there for the buyer to see.

Regards,

Wendy

I received an INR request tonight for an item that - according to the tracking - was delivered last week.

On the dispute page, eBay provided 3 options:

According to eBay's MBG policies, the seller has to upload tracking via the second option before the case is escalated to eBay for the tracking information to be acknowledged and get the case closed in the seller's favour.

If you added them there, then you should definitely get on to eBay because they wouldn't have followed their own policies. (Just to add, as far as I'm concerned that policy is ridiculous, especially if tracking details were uploaded to the order before a request was ever even opened).

Re: Delivered on Australia Post Tracking but buyer claims did not receive

thereallygoodbookshop — Mon, 09 May 2016 12:33:26 GMT

Ok, I chose the send message to buyer option. I didn't realise the 2nd option of update tracking details was relevant because I had already uploaded tracking details to the item when it shipped and the tracking was already showing delivered. I have opened an appeal of the decision with ebay. Is there any chance at all for me or am I just wasting my time now?

I am considering making a report to NSW Police if the Australia Post enquiry can't turn anything up. Not sure if they can help any or not either though. I am feeling a bit frustrated about it.

Re: Delivered on Australia Post Tracking but buyer claims did not receive

amore_gwapa — Mon, 09 May 2016 13:35:08 GMT

This has happened to me 3 times,

Firstly, Ring Australia post and ask them if they can help and send you a proof of delivery, sometime they even send me the image of signature that signed to received the parcel, you may got the staff that not really helpful and refuse to provide you anything, Hang up and then ring again, talk to different people, tell them what happened, most of them are really helpful.

Secondly, Ring ebay and give them the tracking number, if it shown that it has been delivered, then ask them to close the case, again, if they said they can't close right now as you have to wait for ___days(Can't remember how long), if you got this answer, Hang up and then ring again, talk to different people, most of them will close the case straight away and after that, you will received email to let you know that the case has been close in you favour. Good luck

Re: Delivered on Australia Post Tracking but buyer claims did not receive

amore_gwapa — Mon, 09 May 2016 13:50:44 GMT

Sorry i didn't read it probably and just noticed that the case was closed and buyer have got a refund.....but i still think it may worth to ring Australia post and if you got any proof from them, then ring ebay ....??

Re: Delivered on Australia Post Tracking but buyer claims did not receive

justkidzbiz — Mon, 09 May 2016 14:52:20 GMT

When you ring eBay, select request a call back rather than speaking with someone straight away. You get more sense and help if you request a call back.

I guess too too that for items price higher than $50 it may be worth paying the extra $1.50 or whatever the fee is to get a signature on delivery.

From what I've read on a lot of the forum board is that eBay require "proof of delivery" whereas PayPal require tracking. In eBay eyes,mt racking is not proof of delivery (I'm just stating this from what I've read from other sellers where buyers open INR disputes).

hope it works out in your favour.

Re: Delivered on Australia Post Tracking but buyer claims did not receive

thereallygoodbookshop — Tue, 10 May 2016 02:00:46 GMT

Someone from ebay had already reviewed my appeal and dismissed it without asking for any further information. I am so frustrated but I have to treat this like a learing curve for if or when this happens to me again. I will wait for the outcome of the Australia Post missing parcel enquiry and then I will make a report to the NSW police regarding mail theft. I hate it when I feel I have been scammed. It is the first time I have ever had problems with a parcel allegedly not being received on here or from my website. I suppose it was always going to happen sometime.

Re: Delivered on Australia Post Tracking but buyer claims did not receive

clarry100 — Tue, 10 May 2016 02:48:16 GMT

OK it seems you have missed adding the tracking number to the case which is why they have closed in favour of the buyer after the buyer escalated.

But if you uploaded the tracking number against the order at the time you mailed out the package then by rights you actually have seller protection against INR.

So I would be calling them (or getting a callback) multiple times if necessary, and discuss an appeal of their decision based on the fact that your tracking does indeed show delivered.

If they still refuse then advise them that you will be lodging a formal complaint with the financial ombudsman servive, FOS.

They might reverse their decision.

https://www.fos.org.au/

Re: Delivered on Australia Post Tracking but buyer claims did not receive

thereallygoodbookshop — Tue, 10 May 2016 03:04:09 GMT

Thankyou Clarry, I will give that a go and see where it takes me. Thankyou for your help. Next time if I get one of these I have to remember to upload the tracking number on the actual dispute even though I already had it uploaded on the sale. That part wasn't very clear but next time that will be the first thing I do.

Re: Delivered on Australia Post Tracking but buyer claims did not receive

thereallygoodbookshop — Tue, 10 May 2016 03:08:35 GMT

Hi again Clarry, I just looked at the Financial Ombudsman Service and ebay isn't a member so they cannot help. Paypal Australia is a member but not ebay.

Re: Delivered on Australia Post Tracking but buyer claims did not receive

3415len — Thu, 12 May 2016 01:45:32 GMT

this is a common problem we have had a number of tracked items go missing but when customer places claim thru ebay it is always in buyers favor Australia post are usless , even with tracking and they ammit they lost parcel you cannot even get your post cost back , so much for Seller garantee as well we also lost items shipping cost thru Registered International post as there is no tracking once it leave Australia , Ebay states you should go with Delivery companies that can track parcels all the way yet there in bed wirth Australia post , it is all just a big scam the stress that Ebay place on sellers can sometimes get to you , try to just move on , black list customer is only little bit of respite yuo will get

Re: Delivered on Australia Post Tracking but buyer claims did not receive

lane-ends — Thu, 12 May 2016 09:17:56 GMT

was the tracking via ebay labels with the address imported, or was it a self addressed package withe just the tracking number uploaded.. ie is there proof of correct address?

Re: Delivered on Australia Post Tracking but buyer claims did not receive

designers*n*more — Thu, 12 May 2016 09:23:46 GMT

Isn't this ridiculous on eBay's part. The tracking number was provided on the order details. Now if eBay did what they say when it comes to disputes, "we will thoroughly investigate..." . So much for thoroughly investigating... They can't even follow their own procedures! So unfair. They would've easily been able to see the tracking number with a couple of clicks of the mouse!

Re: Delivered on Australia Post Tracking but buyer claims did not receive

thereallygoodbookshop — Thu, 12 May 2016 11:34:14 GMT

Hi everyone, it was regular AP satchel with tracking and I uploaded the number to ebay when it was shipped. I still haven't heard back from the missing item enquiry. On Monday they asked for another 5 days to look into it further so maybe I will hear back from them tomorrow. I have blocked the buyer as you have suggested. What annoys me the most is that the buyer never made any attempt to contact me before commencing the item not received process. The tracking had shown delivered for 3 weeks prior to her doing that. She immediately asked for a refund, not a replacement of the books which also made me suspicious. We take photos of every labeled parcel now. We do use couriers as well but sometimes depending on the location it is slightly more economical to use Australia Post and yes I see the irony in this case using AP as we have lost out considerably. If it happens again at least I will be better prepared for how to go through the process thanks you guys in this forum. I now know not to expect any constuctive help at all from Ebay.

Re: Delivered on Australia Post Tracking but buyer claims did not receive

sparrow2207 — Thu, 12 May 2016 14:57:09 GMT

"The item delivery on Australia Post says Alexandria"

Your parcel has not even made it to its destination. Alexandria is in Sydney and Blackheath is in the Blue Mountains a couple of hundred kilometers away.

Looks like it has gone missing in the post and unlikely the buyer is scamming you.

AP need the extra time to investigate what has happened when it arrived at the Alexandria sorting centre which will take up to 10 days - you never know it may still be there somewhere and if found it will usually be on sent to the buyer not you unless they contact you and ask if you want it returned to you.

Good luck.

Re: Delivered on Australia Post Tracking but buyer claims did not receive

allfixelectrical — Fri, 13 May 2016 00:26:10 GMT

If the payment was made using paypal, then file the FOS complaint against PayPal.

Report ebay to Acorn.

If possible upload all relevent details to PayPal about the case stating that you require your money to be returned due to the fact that the item was sent by tracking and that tracking shows the item was delivered.

Upload all relevent details to ebay stating your intentions to file the reports with the appropriate authorities.

I have had to do this on numerous occasions and so far have always been successful in getting decisions reversed when they are clearly wrong and in some cases even unlawful.

FOS https://www.fos.org.au/resolving-disputes/before-you-lodge-a-dispute/

ACORN https://report.acorn.gov.au/

PayPal email for dispute escalation auexecutiveescalations@paypal.com

Ebay email upload for dispute escalation http://ocsnext.ebay.com.au/ocs/cusr?query=1484&levelHierarchy=2a4a3