topic Re: Tracked Satchel lost by Australia Post in Selling

Tracked Satchel lost by Australia Post

kingfisher.curiosity.shop — Tue, 23 Jul 2013 06:59:09 GMT

Hi all,

has anyone has the problem of a tracked satchel going missing after it was lodged with Australia Post? And how did it turn out?

I sold a small item last month and sent it the following day , Payment was made via paypal.

3 weeks later the buyer emailed asking where it was and subsequently it turned out to be missing in the post.

The buyer has lodged a paypal claim and the sale amount has been frozen in my paypal account. Australia Post has started an investigation but the satchel has not been scanned since it went over the counter of my Post office.

Im concerned that not only have I lost the item but also the money. Paypal say to keep proof of lodgemnet and that is what i have done.

Any thoughts on what I do next?

Re: Tracked Satchel lost by Australia Post

retailtherapist_8 — Tue, 23 Jul 2013 07:45:19 GMT

I posted an item express post yesterday and it hasnt been scanned I cant track it. I am seriously concerned, it should be too big to get lost at least I am hoping. I hope things work out for you and I hope I dont end up with the same issue.

Re: Tracked Satchel lost by Australia Post

kingfisher.curiosity.shop — Tue, 23 Jul 2013 08:08:51 GMT

Thanks. The response from Australia Post and Paypal is giving me concerns though. Proof of lodgement over the counter should end my involvement.

Re: Tracked Satchel lost by Australia Post

lyndal1838 — Tue, 23 Jul 2013 08:14:35 GMT

Have you uploaded or faxed a copy of the Proof of Posting to paypal? Just giving them a tracking number is not enough.

Re: Tracked Satchel lost by Australia Post

kizbear — Tue, 23 Jul 2013 10:59:05 GMT

Australia Post don't give a printout or receipt for the items lodged for tracking anymore. I haven't had one since the price of pre paid satchels went up.

Re: Tracked Satchel lost by Australia Post

mandy-gs — Tue, 23 Jul 2013 11:46:19 GMT

Australia Post lost one of my parcels. You have to call them and launch an investigation. They will need the tracking number, the address it was being sent to, a reciept of the sale amount of the item (Ebay sale reciept is what I used), a reciept showing the amount the item cost you and possibly your address. The last reciepts will only be needed if they can't find the package

At the end of the investigation (may take weeks), you will either recieve a refund for the amount of the reciepts you have given them or they will have found your package.

After speaking to Aust Post, if they can't find the package in the first phone call, you should refund the buyer and ask them to add a Return To Sender autherisation on the investigation so that the package will be returned to you and not the buyer.

Re: Tracked Satchel lost by Australia Post

putney32 — Tue, 23 Jul 2013 11:49:23 GMT

kizbear..

I get a printed aust Post Office receipt for every single click and send satchel I hand over the counter at my PO. got one today!

Re: Tracked Satchel lost by Australia Post

*crikey*mate* — Tue, 23 Jul 2013 17:17:45 GMT

2 issues in the last few weeks - one as a buyer, the other as a seller.

Buyer - tracking number never showed up anything. On day 9ish (NSW to Qld usually about 3 days max) - messaged seller to let them know that item hadn't turned up - they made their own enquiries to find out that not one of the 20 items they had posted that day had been entered into the system.

Speaking to Aus Post yesterdaay about the following issue, I mentioned that one and they told me the parcel had been delivered and signed for that morning - told the seller that too. The thing was though, it hadn't been, however it did show up this morning, but I didn't have to sign for it. Only took them 13 days - I had 2 parcels from Hong Kong arrive faster.

Seller - aa parcel I sent never showed up - buyer informed me about day 14. I rang aus post, had used click aand send and lodged over the counter, so had all the supporting evidencve etc. They contacted me yesterday after they had concluded their investigation - got NFI where the parcel is, so they said they would reimburse the postage costs. I asked aabout the discressionary $50 compensation, they said - nope - my fault cos I didn't pay for signature on delivery to make sure the item was delivered.

I insisted that the conversation be recoirded and proceded to explain to them that when I paaid for the standard service that they entered into a contract with me to deliver my parcel from point A to point B within a reasonable time frame in the condition that I gave it to them in. They rattled on a bit about policies etc, and i reminded them that their policies did not trump Aust Consumer law and they were now in breach of contract for failing to provide the service for which they agreed to perform.

Apparently a money order is on the way for postage costs and the $20 that the customer paid for the order.

Oh, and I also get a receipt EVERY time I lodge anything over the counter at the post office.

Re: Tracked Satchel lost by Australia Post

kizbear — Tue, 23 Jul 2013 22:35:00 GMT

Thanks for the feedback regarding receipts. I will be questioning them next time I lodge any parcels.

Re: Tracked Satchel lost by Australia Post

ekoeco — Wed, 24 Jul 2013 07:09:35 GMT

I always lodge all my Click and Send parcels at the Post Office since one I posted in a street box was not refunded by Australia Post even though the tracking site showed it had been received but never delivered. It seems you need the receipt that you lodged it in order to claim.

Re: Tracked Satchel lost by Australia Post

kingfisher.curiosity.shop — Wed, 24 Jul 2013 07:57:15 GMT

Hi, I was told the same thing. I buy the satchels by the pack and simply hand them over to be lodged, and not get a print out.

Australia Post have told me because it wasnt insured they will not refund anything except the price of the satchel.

So the Parcel Post Plus tracking is worthless!!!

Re: Tracked Satchel lost by Australia Post

phorum_junkie* — Wed, 24 Jul 2013 10:09:14 GMT

The red and express satchels only have tracking to the nearest delivery centre so you will not have any proof that it was sent to the buyer's address, if you want Paypal protection you have as a minimum to provide proof of posting to the buyer's postcode so even if it shows as delivered to the mail centre it will not do any good with Paypal unless the buyer happens to live in the same postcode area. If you don't bother getting any receipt at all surely you don't expect Paypal to just take your word for it that you posted anything to anybody. In future if you want Paypal seller protection send with signature required or click & send.

Re: Tracked Satchel lost by Australia Post

kingfisher.curiosity.shop — Wed, 24 Jul 2013 10:52:21 GMT

Hi, thanks. Is that why you have a paypal logo next to your feedback score? are you a Paypal Ambassador?

Re: Tracked Satchel lost by Australia Post

davewil1964 — Wed, 24 Jul 2013 11:00:17 GMT

The same one you have?

With reference to my prior suggestion I advised you to RING Paypal before you go to the ombudsman.

Re: Tracked Satchel lost by Australia Post

oz_electronics_inc — Thu, 25 Jul 2013 12:05:17 GMT

The only way to get PayPal to insure your item is to send using a method where the address destination is noted on the same document as the tracking ID. Try sending using signature on delivery type post method. And ask your post office for a lodgement form. It's a pain but at least it shows where you have sent the parcel to.

Sending by prepaid satchels is not good enough to satisfy PayPal requirements. Check the fine print. This is very much stacked in the favour of the buyer.

The other thing you can try taking a picture of every parcel that shows the address labels and tracking ID in one shot. When a buyer claims of non-delivery then you could send the picture to PayPal. It might work.

Re: Tracked Satchel lost by Australia Post

colic2bullsgirlore — Thu, 25 Jul 2013 17:49:16 GMT

@oz_electronics_inc wrote:
The only way to get PayPal to insure your item is to send using a method where the address destination is noted on the same document as the tracking ID.
The other thing you can try taking a picture of every parcel that shows the address labels and tracking ID in one shot. When a buyer claims of non-delivery then you could send the picture to PayPal. It might work.

If the AP receipt for any of their products has the buyers postcode and the date the item was sent then it qualifies for the seller protection policy

AS a minimum for proof of shipment for the paypal seller protection policy you require an receipt with the date the item was sent and the buyers postcode.

This information can easily be verified by following the links with the relevant info copied and pasted below and taken directly from paypals user agreement and policies.

It is integral that as a seller you understand why an AP product may or may not qualify the sale for seller protection policy acceptance

https://cms.paypal.com/au/cgi-bin/?cmd=_render-content&content_ID=ua/UserAgreement_full&locale.x=en_AU#Schedule%201.%20PayPal%20Seller%20Protection%20Policy

ie 2c limitations on the seller protection policy> definition and interpretation of "proof of shipment" in Seller Protection Policy context. A link is supplied to paypals requirements with the minimum being buyer postcode and date of delivery to the carrier.

https://cms.paypal.com/au/cgi-bin/?cmd=_render-content&content_ID=ua/UserAgreement_full&locale.x=en_AU#2.%20Definitions%20and%20interpretation

2. Limitations on the PayPal Seller Protection Policy

C. you do not provide Proof of Shipment or respond to our other requests for information in a timely manner

from definitions and interpretation

Proof of Shipment means the proof of shipment accepted by us as set out within the “Proof of Shipment” page on the Safety Advice section of our website;

https://www.paypal.com/au/webapps/mpp/security/sell-shippingrecommendations

Buyers and sellers, at the very least, must provide documentation that includes the date the item was sent, plus one of:

1 An official acceptance by the shipper, such as a postmark or online status (status that shows the item was delivered is also acceptable)

2 The recipient's delivery address showing at least the state, city and postcode (or international equivalent)

3 A receipt from Australia Post showing at least the recipient's suburb, city or postcode (or international equivalent)

A dated Australia Post receipt with the buyers postcode is sufficient to meet seller protection proof of post guideleines. An Australia post receipt with the date the item was sent and a statutory declaration signed by the seller affirming the address that the item was sent to concurs with the designated paypal delivery address meets the guidelines of the seller protection policy.

Re: Tracked Satchel lost by Australia Post

Anonymous — Sun, 21 Dec 2014 10:06:38 GMT

I know this is an old post but I'm in the same situation.

Who pays for the postage?

The item I sent never got scanned, should have been delivered almost a week ago and now I am out the item, will be refunding the money and just recieved the bill for the postage and seller fees.

Is this all a loss to me? I have opened a lost parcel case with Australia Post, so just wondering whilst I wait to hear back from them

Re: Tracked Satchel lost by Australia Post

evil_akuma_2002 — Sun, 21 Dec 2014 19:10:44 GMT

@kingfisher.curiosity.shop wrote:
Hi all,
has anyone has the problem of a tracked satchel going missing after it was lodged with Australia Post? And how did it turn out?

I sold a small item last month and sent it the following day , Payment was made via paypal.
3 weeks later the buyer emailed asking where it was and subsequently it turned out to be missing in the post.
The buyer has lodged a paypal claim and the sale amount has been frozen in my paypal account. Australia Post has started an investigation but the satchel has not been scanned since it went over the counter of my Post office.

Im concerned that not only have I lost the item but also the money. Paypal say to keep proof of lodgemnet and that is what i have done.

Any thoughts on what I do next?

it's certainly not the first - and defifinitely not the last!

On a side note, my daughter has just resigned from her job in the AP call centre, as she's fed up with abusive customers calling about , wait for it...lost parcels!

AP have centres all over the country that deal with lost mail items, so the problem isn't unusual - it's endemic!

However, having said that, keep on their backs, as 9 times out of 10, they will award in your favour.

Re: Tracked Satchel lost by Australia Post

4green2000 — Sun, 21 Dec 2014 20:17:58 GMT

@kizbear wrote:
Australia Post don't give a printout or receipt for the items lodged for tracking anymore. I haven't had one since the price of pre paid satchels went up.

They give me a print out ever single time at my local post office and also the other 2 post offices in the city that i also use with all satchels including express.

Re: Tracked Satchel lost by Australia Post

bede3823 — Wed, 31 Dec 2014 02:32:28 GMT

the post offices in my area give receipts for ebay purchased labels but still dont give printouts for click and send items.

They havent since auspost changed the barcode system a few months back.

They kept telling me its a programming issue and they need the print button replaced on the new page interface, or something like that.