topic Re: AusPost compensates buyers for damaged items??? in Selling

AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 11:34:53 GMT

Ok, I really need my beauty sleep right now but this one needs answering so here goes:

I called AusPost yesterday to ask about damaged item in the Post.

Now, the buyer sent me a photo of his damaged item and I took it with a grain of something white as I know my products and my packaging. I could tell that particular break could not have happened in the mail. Regardless, I played dumb and sent him another one straight away.

After that I called AusPost. I told them that the buyer is claiming item damaged in the post. What to do?

They said that the addressee needs to go to their local Post Office and fill out a form, leave the item there with all packaging, and, if approved, he will get compensation.

Now, the way I see it, if I wasn't happy to send another item to the buyer, he would be out of pocket with no item and, if approved, might have got a refund. Not so much worried about this particular case, but it's a worry when it comes to a lot of legitimate cases.

I am the one who paid AusPost, the buyer is the one who paid me. I have an obligation to provide a service to my buyer (re-send the item) while Auspost has an obligation to provide a service to me (compensation if applicable).

Is this true? Is that the way it should be? How can I avoid my buyer ending up with my product + compensation? Or can't I? If the buyer is fair dinkum I may get compensation sent back to me by the buyer after the fact. But how do I know if this will happen?

Where's Alice when we need her?

Re: AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 11:50:51 GMT

Alice!!! She's probably in bed like normal people.

Re: AusPost compensates buyers for damaged items???

motherbear2003 — Tue, 13 Nov 2012 12:05:52 GMT

Alice doesn't live here anymore;\

Re: AusPost compensates buyers for damaged items???

digital*ghost — Tue, 13 Nov 2012 12:05:58 GMT

I think it's always been like that (the recipient having to take the evidence into Australia Post), mostly because they have all the evidence that AP require to determine the claim, plus they are (legally) the owner of the item at the time it passes into AP's hands.

Sometimes it's meant the buyer has actually been compensated twice - once by the seller, and again by Australia Post. I know there have been some that return the refund (or replacement) to the seller, but others have kept both.

Re: AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 12:55:19 GMT

I was hoping to get somebody telling me it's one big mistake... looks like it's not :_|

Mother, sorry to hear you drove Alice away ]:)

Re: AusPost compensates buyers for damaged items???

lyndal1838 — Tue, 13 Nov 2012 13:40:14 GMT

Sorry cal, but DG is correct.

However, it is not as easy as it sounds. If the item has been well wrapped by you, and the PO deems it to be properly wrapped, then the buyer will NOT get compensation.

It is a lot more difficult than it used to be to get Australia Post to part with any money.

You could always ask the buyer to put in the claim and if it knocked back then you will either refund or resend the item.

Re: AusPost compensates buyers for damaged items???

foxette-in-sox — Tue, 13 Nov 2012 21:55:52 GMT

Alice doesn't live here anymore;\

LOL-glad to see someone else showing their age :^O:^O

Sorry,back on topic-I have no comment 😛

Re: AusPost compensates buyers for damaged items???

phorum_junkie* — Tue, 13 Nov 2012 22:44:10 GMT

The reason it is the buyer who has to claim for damage is that they have the item and the packaging, the only way the sender could claim would be if the buyer returned the item with the packaging and assigned the right to claim over to the sender.

If you send a replacement and then the buyer goes on to claim from AP then it hasn't cost you anything so it is AP's problem, not yours and if the item was correctly packaged the buyer will have no chance of getting anything from AP.

Have to ask, how do you keep items dry when you are packing them underwater?:|

Re: AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 23:02:27 GMT

Sorry,back on topic-I have no comment 😛

I need to use this as my signature :^O

Re: AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 23:03:26 GMT

Have to ask, how do you keep items dry when you are packing them underwater?:|

The cat does it for me :^O

Re: AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 23:08:52 GMT

I need to use this as my signature :^O

Did it work? Anybody know how to add a signature?

Re: AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 23:09:42 GMT

Yeah!

Re: AusPost compensates buyers for damaged items???

miniguitars4sale — Tue, 13 Nov 2012 23:10:42 GMT

I have on average 1 in every 200 parcels that get damaged by AP. What I do is get the customer to put the item pack in the satchel and write on it DAMAGED - RETURN TO SENDER.

Then they just put it in into a red box. When the item gets back to me I then send the customer a replacement and take the broken item with original packaging to AP to fight for compensation.

It has always worked for me so far. I figure that if AP break it then AP can return it to me for free AND pay for a new one!

Re: AusPost compensates buyers for damaged items???

calsof — Tue, 13 Nov 2012 23:13:32 GMT

That's a great idea!

Any problems with packaging having been torn etc?

Never had to return to sender something that's already been opened.

Re: AusPost compensates buyers for damaged items???

miniguitars4sale — Tue, 13 Nov 2012 23:33:31 GMT

I suppose it could be a problem if the customer completely destroys the original packaging. So far they've all managed to tape it back up however.

Re: AusPost compensates buyers for damaged items???

*new2vintage — Wed, 14 Nov 2012 03:20:42 GMT

" I could tell that particular break could not have happened in the mail. Regardless, I played dumb and sent him another one straight away. "

I'm damned if I'll compensate a scammer.

Re: AusPost compensates buyers for damaged items???

calsof — Wed, 14 Nov 2012 03:32:30 GMT

Nahh, it could have happened to anyone and, anyway, too hard to prove. He didn't know his strength and forgot to press the release button before he started applying pressure on a piece of plastic. Plus I was feeling more generous than in a fighting mood. I'm a moody old fishy 🙂

Re: AusPost compensates buyers for damaged items???

*new2vintage — Wed, 14 Nov 2012 03:38:40 GMT

I rarely ever need to deal will a claim but I refuse to do something I don't need to do even if I'm threatened with negative feedback. Why let people walk all over you ?

Re: AusPost compensates buyers for damaged items???

2106greencat — Wed, 14 Nov 2012 05:09:13 GMT

A package must be packed in such a manner that it can withstand 20kg being dropped on it from waist height.

Standard response -

but still no-one can tell me how to actually achieve said 'safe package' without adding to the weight charge for use of a 'titanium box'!

Re: AusPost compensates buyers for damaged items???

*new2vintage — Wed, 14 Nov 2012 05:24:55 GMT

I don't think it's possible to meet Aus Post's requirements. In some cases it's by sheer luck a package arrives undamaged.