topic Re: Express Post Failure in Selling

Express Post Failure

clarry100 — Tue, 06 Jan 2015 20:50:52 GMT

We had a buyer on the weekend who wanted an item urgently on Tuesday and wanted to pay for express post.

I checked that their postcode was within the network for next business day delivery so advised her that we would get the package into the express system first thing Monday and she should have it on Tuesday.

She ordered and paid and we went to our local PO Monday morning. I asked them to double check the postcode and they said yes next day will be OK.

The buyer messaged me yesterday afternoon to say the item had not arrived yet and she was not happy.

I checked the tracking number and sure enough she is right. Still not delivered this morning although it says with driver for delivery.

So it seems it will be delivered today -- a day later than the buyer wanted and paid for.

So I feel we now have a cranky buyer and could end up with a defect because of Aust Post failure to deliver as promised.

They charge enough ($10.55 for 500gm satchel) and don't deliver on their promises.

Is there any recourse with AP for this kind of bad service?

If we can get refunded by AP we will refund the buyer their express post cost.

Feeling annoyed.

Re: Express Post Failure

zelly888 — Tue, 06 Jan 2015 20:57:03 GMT

I have 2 express post deliveries waiting to be delivered to me,they were due on Monday,they say express but arrive as normal delivery and I needed 1 of the items by yesterday so I am annoyed.

Good Luck with trying to get a refund,I am still waiting for a refund from 3 months ago from AP.

Re: Express Post Failure

aps1080 — Tue, 06 Jan 2015 21:35:59 GMT

I had an express parcel takes 2 days as well.

I never bother to claim, takes too long, even though it is plain for all to see on line.

Re: Express Post Failure

harley_babes_hoard — Tue, 06 Jan 2015 22:12:59 GMT

I recently had the same problem. When I rang up about compensation they said because it had been delivery to my PO they would not compensate as it was the PO fault for not putting a card in my box til the next day. I believe if you ring and complain you may just get the cost of your satchel back if it was going to a normal street address.

Re: Express Post Failure

clarry100 — Tue, 06 Jan 2015 22:17:55 GMT

Yes its to a normal street address in suburban Adelaide.

Re: Express Post Failure

wehavethatau — Tue, 06 Jan 2015 22:22:58 GMT

If you lodged over the counter and tracking shows lodgment date, you can claim back the cost of the satchel.

Pain in the bum though so Ive just learnt the hard way to not make those promises 😕 We do Express but insist that our 2 day handling time still applies

Re: Express Post Failure

robinsonmarineparts — Tue, 06 Jan 2015 23:03:11 GMT

We do express quite a bit, but i NEVER promise overnight delivery, all i can / do promise is that we will post it on the day as promised, the rest is up to Aus Post.

Re: Express Post Failure

clarry100 — Tue, 06 Jan 2015 23:16:53 GMT

Yes we lodged over the counter and the tracking shows that time/date at our local PO.

When you say refund cost of satchel do you mean the 25-cents (about) it costs or the $10.55 total fee?

We bought the satchel at the time we lodged at the PO, so there was no separate cost for the satchel itself.

Re: Express Post Failure

jensmanchester-australia — Tue, 06 Jan 2015 23:24:35 GMT

Clarry - They used to send out a replacement satchel and not actually do a refund. Whether that has changed or not I really don't know.

Australia Post would have been totally overloaded on Monday as they would have had all parcels since December the 31st to process so it is not surprising that it was delayed by a day.

Re: Express Post Failure

cq_tech — Tue, 06 Jan 2015 23:54:10 GMT

The couple of times I've had to claim compensation recently Clarry, AP sent me replacement satchels in the mail. I'm now waiting on another from the express parcel the idiots delivered to a non-existent address in Melbourne instead of Sydney, to where it had clearly been addressed. Given my experiences with express post, I'd never promise next day delivery again.

Re: Express Post Failure

bookmanx500 — Wed, 07 Jan 2015 00:55:26 GMT

"If your article is not delivered as guaranteed when sent within the Express Post network, it will be replaced free of charge, (or for parcels the postage will be refuned) on production of the barcode nnumber on the "Sender to Keep" tab or customer receipt."

Post Charges booklet 06/10/2014

Barrie

Re: Express Post Failure

character_parties_aus — Wed, 07 Jan 2015 01:06:54 GMT

If its in the express area we guarantee same day despatch if ordered by a certain time and then say the delivery guarantee is austrlaia posts not ours. If there are issues you have to really really push to get a resolution and if you go through their customer service centre its not as bad as calling ebay but there is a computer says no mentality where at every opportunity they pass the buck to you which I hate. No accountability.

As you would well know the only recourse is a refund on the post cost if they fail to meet their obligations which only applies if there is lodgement at a P/O

I would be passing on any refund gained to the buyer and making sure they are will aware it was out of your hands which would know more than well how to do as an experienced eBayer.

I've had it happen twice in the last year or so. Once the parcel was simply lost and I had an understanding buyer. Once I had about 700 bucks worth of table cloths going to a large shopping centre for a specific event which had to be there and I had to in the end acquire by foul means the number of the local delivery centre call them direct and force them to sort it out ( turned out there was a late flight and the stuff was behind schedule but if I had not harrassed them it would not have been delivered).

Re: Express Post Failure

saarzi — Wed, 07 Jan 2015 04:36:03 GMT

Pass the tracking number onto the buyer, appologize for the inconvenience and tell them you understand her frustration at Australia Post, as she can see from the tracking it was posted on time etc. This isnt your fault, deflect her anger toward them (tactfully), so she has them in her head and not you.
Make sure you screenshot the tracking that shows all dates etc (and make sure you can see the current date on the bottom right hand side of you computer screen, hover over it as screenshotting).
You can use the screenshot and the aus post claim back to get rid of any neg or defect she leaves you.

Re: Express Post Failure

clarry100 — Wed, 07 Jan 2015 06:57:45 GMT

This is getting rediculous now.

A further 24-hours later and the tracking number still shows in transit.

Went over the counter at my local PO on Monday morning.

I have messaged the buyer asking if/not she has it in her hands as yet but no answer.

I will grab a screenshot as you suggest too. Thanks.

Re: Express Post Failure

clarry100 — Wed, 07 Jan 2015 07:05:34 GMT

This is getting "weirder".

I just went back to the web site to grab my screenshot and in between the last time I looked and again just now it shows as having been delivered at 9:00am this morning.

Lodged on Monday at 11:00am in Caboolture, QLD and delivered Wed at 9:00am in Glenelg, Adelaide.

So it would appear to have been delivered just the web site was not updating or something.

Anyway I have the screenshot now so will approach them for a free satchel as was suggested. Thanks one and all.

Re: Express Post Failure

clarry100 — Thu, 08 Jan 2015 08:27:20 GMT

Went to my local PO this afternoon to enquire about this express item taking an extra day to deliver.

They conceded that this should not have happened and could see from more comprehensive internal data that it had gotten hung up in some Adelaide distribution centre for 24-hours. So it was actually in Adelaide but just never got delivered until a day later.

I did not have my origianl receipts with me but they said to bring them in and they will hand over a free 500-gram express satchel as compensation.

Re: Express Post Failure

lizzy6107 — Thu, 08 Jan 2015 09:16:08 GMT

Well on Tuesday, when I went to post some letters up the street in my red box, I was unable to open the hatch due to being over full, so went on to the next one...

The next day, I still couldnt put anything in, noticed an ebay satchel jamming in lid, tried to shift it, no luck, went on to next box...

Today, when I went to post, strangely happened again, but when I looked through the hole, noticed same items were still jammed in the lid shovel bit.. having been there since Tuesday or possibly Monday

This time, I determined to move them, went to town on the swinging flap till they finally moved.

I dont use ebay satchels any more, so thankfully wasn't mine, but I do hope it just means the lid wasn't emptied, not the whole box!

Re: Express Post Failure

clarry100 — Thu, 08 Jan 2015 10:28:01 GMT

Means someone's order was delayed a couple of days. Means the red truck guy has not checked up inside to see if anything is stuck up there.

The red street box we use is often quite full. I have to jiggle it on its stand to shake the mail around until it settles in to allow mine in. I always check to make sure it has all fallen down inside. Its one of those smaller ones on a short round pole. Only once I've had to move on to find another one to fit the rest of ours in.