topic Re: Sold Item - Lost in Transit in Selling

Sold Item - Lost in Transit

anchorman657 — Fri, 13 May 2016 01:11:52 GMT

I'm the seller. I sent (higher value) item through Express International Courier (DHL) to Canada (from Australia)

With full tracking and signature on delivery.

Looking more and more likely that DHL have lost it (their admission.)

I have full shipment and tracking details.

The buyer paid via PayPal. They are helpful/communicative but will be wanting a refund should they not receive it.

I hope (pray) that I am covered by PayPal's Seller Protection Policy but the buyer will be covered by eBay's Buyer Protection Policy.

Can anyone advise what the best action is once DHL confirm the item as lost in transit. Should I have the Buyer raise a PayPal claim?

Or should it be handled through eBay?

Could use a bit of help on this one. First lost item in 13 years. Not shipping to Canada again.

Re: Sold Item - Lost in Transit

kopenhagen5 — Fri, 13 May 2016 01:34:16 GMT

Is it possible it is stuck in customs?

Canada customs are notorious for being strict and I have had articles take 4-5 weeks to arrive from Aus to Canada.

Re: Sold Item - Lost in Transit

jellybirddesigns — Fri, 13 May 2016 03:48:50 GMT

I wouldn't ship anything to Canada unless the value is under CAD$20.00 as your buyer will pay either GST, or Hamonised Sales Tax PLUS Provincial Sales Taxes PLUS a handling fee.

It's a nightmare for sellers who sometimes get blamed unfairly for the additional costs.

Re: Sold Item - Lost in Transit

digital*ghost — Fri, 13 May 2016 05:05:55 GMT

@anchorman657 wrote:

Can anyone advise what the best action is once DHL confirm the item as lost in transit. Should I have the Buyer raise a PayPal claim?
Or should it be handled through eBay?

Neither eBay or PayPal should be involved, ideally. The main problem with both is that they very rarely provide a mutually beneficial outcome for buyer and seller, meaning one or the other bears the cost of the loss. (That is, if a case is found in the buyer's favour, 99.9% of the time, the refund is taken from the seller's funds. If a case is found in the seller's favour, 99.9% of the time, no refund is issued to the buyer).

I've never posted through DHL, but all of my purchases from one of my suppliers are shipped through them, and that seller has always advised that DHL provide up to $100 in insurance as standard, but for any higher value then extra needs to be paid - I don't know whether this is unique to this seller, as they would have a contract with DHL and have tailored rates / agreements, but I would be talking to DHL about insurance, if they did indeed lose the package, it could allow you to refund the buyer and be compensated by DHL.

Edited to add: and yep, unfortunately Canada has become rather notorious for extended delays in processing and delivering packages, but DHL are a courier so their stuff is handled differently. If they work over there the same way as they do here, all of the customs stuff is handled by DHL and expedited, so the delays in Canada mail at the moment shouldn't be affecting the shipment (I always receive delivery of my DHL shipments the same day they land in the country, they are the most efficient and fastest couriers I've ever dealt with, if a bit careless in handling at times).

Re: Sold Item - Lost in Transit

davidc4430 — Fri, 13 May 2016 05:12:36 GMT

when was it posted?

how large was it?

Re: Sold Item - Lost in Transit

anchorman657 — Fri, 13 May 2016 05:18:23 GMT

28 April. Shoebox sized.

I haven't given up hope of delivery. It is just missing in the system for a very long time now for a 2-4 day express courier delivery option and I am having to start looking at what-if scenarios.

Re: Sold Item - Lost in Transit

anchorman657 — Fri, 13 May 2016 05:23:31 GMT

@digital*ghost wrote:
Neither eBay or PayPal should be involved, ideally.

<snip>

DHL provide up to $100 in insurance

Edited to add: and yep, unfortunately Canada has become rather notorious for extended delays in processing and delivering packages, but DHL are a courier so their stuff is handled differently. If they work over there the same way as they do here, all of the customs stuff is handled by DHL and expedited, so the delays in Canada mail at the moment shouldn't be affecting the shipment (I always receive delivery of my DHL shipments the same day they land in the country, they are the most efficient and fastest couriers I've ever dealt with, if a bit careless in handling at times).

That is troubling about PayPal. I was hoping PayPal Seller Protection would cover any potential loss to me the seller, since I have complete proof of ownership (of the original item), of shipment, including tracking/signature, and any claim would be accompanied by proof that the couriers have lost the item.

It wouldn't be much 'protection' to find in my favour at the buyer's expense. That is just 'protection' against the buyer trying to get a refund, very different from their advertised service.

$100 is not going to scrape the surface of lost value. It's PayPal or bust for me unfortunately.

I will certainly never ship to Canada again, irrespective of delivery agent, this is all far too much hassle and worry and reading these forums I see too many references to Canadian problems.

Re: Sold Item - Lost in Transit

helenm777 — Fri, 13 May 2016 06:17:27 GMT

Just to let you know I have shipped 2 items to Canada Aust Post Registered Post with Signature (the old system) and both arrived safely.

After reading this thread though might reconsider shipping to Canada

Re: Sold Item - Lost in Transit

davidc4430 — Fri, 13 May 2016 06:56:53 GMT

just from reading the many threads here to do with delivery of items i see some get to their destinations very quickly whilst others do not. as prices have risen services have not improved, its a lottery. and just not good enough in the 21st century.

Re: Sold Item - Lost in Transit

goodthingsforsalerobert — Fri, 13 May 2016 10:27:01 GMT

The last two items i shipped to Canada took 6 weeks and were finally delivered.

Any new orders from Canada i let them know freight times about 6 weeks

Re: Sold Item - Lost in Transit

azaleacottagecraft — Sat, 14 May 2016 01:11:17 GMT

We have 7 parcels 'missing' from mid March all going to Canada - was told by 2 staff on phone at AusPost when lodging missing mail forms that there is a 6 week backlog at Canada customs on top their already slooooow delivery. Even EMS is at a stand still.

Maybe DHL have a backlog there as well.