topic Re: Seeking Advise Please in Selling

Seeking Advise Please

arnl7178 — Thu, 11 Apr 2013 03:59:56 GMT

Hi guys,

I sold a small priced item on 31/3, buyer paid the same day. I organised postage through C&S on the same day as well and it was placed in the box the following day. Tracking number was automatically added to the order.

I checked via the AP website a few days later, and it said it had been delivered on 3/4.

Yesterday (10/4) I received a message from the buyer saying it hadn't arrived, that the parcel couldn't have fit into her mailbox and that she contacted AP who told her I had to initiate an investigation. I have done this and am awaiting a replying from AP.

I'm not quite sure what to do from this point. I've advised the buyer that I'm awaiting a reply from AP and also responded (of course) to her initial message about the item not arriving, but I haven't heard back from her.

What are my obligations here? She hasn't lodged a dispute with PayPal and it's only a small amount of money but do I refund her even though the shipping info states delivered? Do I refund her purchase price and postage? Do I wait on a reply from AP? Do I advise her to open a PayPal dispute?

Had there not been a tracking number I would have refunded her immediately but since there is, I'm not convinced it's my obligation to do so.

Any advise would be appreciated.

Thanks in advance.

Re: Seeking Advise Please

*sparklz* — Thu, 11 Apr 2013 04:12:46 GMT

As it was posted with C&S you have proof of postage.

So you are covered if they open an item not received dispute.

Do you still have the lodgement receipt?

You may have to send a copy to PP if they open a dispute.

Re: Seeking Advise Please

phorum_junkie* — Thu, 11 Apr 2013 04:42:15 GMT

Last one I had like that I told them to contact AP as it showed as delivered. A few days later it mysteriously appeared on her doorstep!

Re: Seeking Advise Please

my-fancy-closet-boutique — Thu, 11 Apr 2013 05:01:57 GMT

do you need to physically go into a post office and have it scanned as proof of postage or would the click and send email confirming that item is paid and postage processed email sufficient, if they lodged a paypal claim?

Re: Seeking Advise Please

just_kits — Thu, 11 Apr 2013 05:13:06 GMT

Hey darl, I also use C&S and the way I see it is that you have two choices.

A) depending on the price and what sort of store you have and the money involved.. You could simply refund the item in order to maintain good customer service.

B) You can inform the customer that A/P Shows the item has been delivered and for her to check or call her local post office(s) given that you give her the tracking information.. (all she has to do is call Australia post with the tracking number and they can tell you/her straight away where it is)............... and than leave it at that. Paypal will protect you as long as you have proof you sent it from C/S. However they will not protect you if the item was sent to the wrong address... (Some people have a different ebay address and paypal address) Make sure you sent it to the paypal address.

Hope this has helped.

Re: Seeking Advise Please

arnl7178 — Thu, 11 Apr 2013 05:54:39 GMT

Thanks for the responses.

I thought about just refunding her. It's only a small amount (under $5) but I guess, due to principle, I wonder why would I do that if I have done the right thing and posted with tracking. If I refunded everyone who said an item didn't arrive when tracking says it did, I'm wasting my time.

I'm not saying I think my buyer is dishonest, but I feel this should fall with Australia Post and the buyer. Her local post office could simply have put the parcel on her letterbox and someone took it as they walked past (my postie does this often). If that was the case, the problem is between the buyer and her local PO.

I'm honestly not wanting to be difficult, or get out of refunding her, but at the same time, what's the point of having tracking if I choose to refund any buyer who claims their item didn't arrive, even when that tracking says it did.

I have my lodgement receipt for the item, so I have the proof required for PayPal so I'm not concerned about "losing" a dispute. I guess I'm just wondering what to do morally.

I know *I* have done the right thing, and it's very possible the buyer hasn't done anything wrong either. I can refund and move on, which just makes a mockery of the whole tracking option, or tell the buyer to take it up with her local post office and hope that doesn't come back and bite me in the backside.

It's time like this I remember the awful part of selling on eBay.

Re: Seeking Advise Please

thecatspjs — Thu, 11 Apr 2013 06:58:55 GMT

Before you do anything, take a deep breath...

Wait until Australia Post has finished their parcel investigation before you decide to do anything.

If you have only emailed them, then ring them as they need all the details that you have regarding your parcel.

For example, if the buyer is claiming that parcel would not have fit into her mail box, they will want to know this, and how big the parcel was. The sooner you do it the better, as they will question the courier who may remember the particulars of the delivery OR safe drop arrangements they may have with the buyer.

If AP thinks that the courier or the buyer or even the neighbours in that street, is up to no good based on a pattern of non-delivery in that area, they will manage that process. Fortunatly, I have found that the investigation process to be relatively quick.

IMO stay in touch with your buyer so you can keep them in the loop with the process, you can chose to provide them with the number of investigation and authorise them to discuss the case with AP. I think that it is better to do this, after all it is the goods they have paid for that are lost.

Re: Seeking Advise Please

minimikimusic — Thu, 11 Apr 2013 07:09:52 GMT

Hey darl, I also use C&S and the way I see it is that you have two choices.

A) depending on the price and what sort of store you have and the money involved.. You could simply refund the item in order to maintain good customer service.

B) You can inform the customer that A/P Shows the item has been delivered and for her to check or call her local post office(s) given that you give her the tracking information.. (all she has to do is call Australia post with the tracking number and they can tell you/her straight away where it is)............... and than leave it at that. Paypal will protect you as long as you have proof you sent it from C/S. However they will not protect you if the item was sent to the wrong address... (Some people have a different ebay address and paypal address) Make sure you sent it to the paypal address.

Hope this has helped.

If you use C&S doesn't their PayPal address automatically generate when you prepare the order on the C&S website? It's always given me their PayPal address as far as I'm aware.

Re: Seeking Advise Please

foxette-in-sox — Thu, 11 Apr 2013 08:08:29 GMT

I can't get my head around sending a $5 item with tracking.

Re: Seeking Advise Please

thecatspjs — Thu, 11 Apr 2013 08:14:02 GMT

I send $1 items with tracking - because I have no choice - if it is a particular size the cheapest option has been flat rate click and send with tracking.

Re: Seeking Advise Please

putney32 — Thu, 11 Apr 2013 08:17:42 GMT

//// and ask your buyer to check places like in her electricity meter box, or behind the chair on the verandah....etc... places some postal delivery agents love to 'hide' a PO satchel

Re: Seeking Advise Please

just_kits — Thu, 11 Apr 2013 08:30:38 GMT

Nay, I have not done it that way before, I didn't know paypal automatically loads them up for you.

Normally when I'm about to fill an order, I check both ebay and paypal address and than manually fill in the information.

Re: Seeking Advise Please

minimikimusic — Thu, 11 Apr 2013 08:47:24 GMT

Nay, I have not done it that way before, I didn't know paypal automatically loads them up for you.

Normally when I'm about to fill an order, I check both ebay and paypal address and than manually fill in the information.

Really? All you have to do is click on "Add Ebay Items" and it imports the address for you. Why waste time entering it manually?

Re: Seeking Advise Please

just_kits — Thu, 11 Apr 2013 08:51:35 GMT

I think I tried doing that once before but I kept getting an error message and so I forgot all about it, However on my next sale I will indeed try doing it that way again 😃 it would make life easier.

Re: Seeking Advise Please

arnl7178 — Thu, 11 Apr 2013 11:47:01 GMT

thecatspjs, great advice.

I heard back from the buyer earlier tonight and she told me it still hadn't arrived but also mentioned it may have been "stolen" from her mailbox. I completely believe her and hope AP come back with something soon. I'll give them a call in the morning and see how it's going and provide any other information they need. I'll also inform my buyer the investigation number so she feels like she's kept in the loop.

foxette, the item had to be sent in a 500g bag so it automatically comes with tracking. Otherwise, I most certainly wouldn't get tracking otherwise. And I would have just refunded the buyer and wouldn't be here in the first place.

Anyway, if AP don't come back to me soon or give me any answers in the morning, I'm going to refund my buyer anyway. As much as I think this is AP's fault, I just feel bad she didn't get what she paid for.

Thanks to all for your advice and opinions. Muchly appreciated! (it's not a word I know, but I like it!) 🙂

Re: Seeking Advise Please

arnl7178 — Thu, 11 Apr 2013 11:48:34 GMT

oops, I also meant to say "thanks putney", that's also great advice!

Re: Seeking Advise Please

phorum_junkie* — Fri, 12 Apr 2013 04:51:23 GMT

What on earth is the point of sending with tracking if you are going to refund when AP say it has been delivered to the buyer's address? If they don't have a secure enough mailbox how is that your fault? I presume you selected the option not to leave the parcel in a safe place if nobody was home so it should have been taken to the PO and a card left. If that is not what happened then the buyer should be taking it up with AP.

Re: Seeking Advise Please

arnl7178 — Fri, 12 Apr 2013 04:57:19 GMT

I sure did PJ. I always check the option to leave a card, but my buyer adamantly states no card was left.

I'm still unsure what is the best route to take here. AP still haven't responded. I called them this morning, and they advise to wait on an email back from them.

Ugh, how terribly confusing!

Re: Seeking Advise Please

debra9275 — Fri, 12 Apr 2013 05:12:30 GMT

I would wait for AP to get back to you OP.

From the other side of things I am missing a small satchel that apparently was not deliverable to me ( goodness knows why, It was not delivered, it was not to be signed for and i have a secure place where parcels are usually left.) According to the AP tracking site, I was carded , which I was not & the item was returned to the seller. The seller called me and said she was going to try again , so I've been waiting ( it should've arrived this week) and today I see on the AP site it was marked as delivered?? Goodness knows where they've delivered it to 😮 Ive bought from this seller before, so the address would be correct, and I know she checked it,

Ive sent in a complaint to AP because they are putting things in tracking that aren't quite true. This is the 2nd satchel this year that's gone missing, Normally I don't have any problems with them

Re: Seeking Advise Please

chezzy — Fri, 12 Apr 2013 05:47:06 GMT

I can't believe the crazy things that are going on.

I sent a Platinum Express satchel to someone early March (AP's premium express service) - I just checked the tracking info on the AP website and it is STILL showing as "in transit" 5/3

(item was received by buyer BUT I am really concerned about the lack of updates with the tracking system)