topic Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED in Selling

BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

elle_luxury — Tue, 24 Feb 2015 09:48:53 GMT

Just wondering if you could help me. I have a buyer claiming she did not receive the item, even though the tracking number indicates that the item has been delievered. I sent this item via a prepaid satchel and only have the lodgement receipt (no postcode) and tracking number. What do you suggest I do? I have already told her to check her local post office and neighbours to see if they have taken it by mistake. Would I have to file a claim of lost or stolen parcel? The item in question was a belt (worth $250). I did not purchase extra cover as I thought that auspost compensate for $150 for lost parcels (I realised now that this amount has changed to $50).

Your advice would be appreciated.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

crazyplacecostumes — Tue, 24 Feb 2015 09:52:33 GMT

Lodge an enquiry with Aussie Post asap. They will try and fob you off due to the tracking but insist.

We once had a missing parcel that was tracked as delivered. Customer swore it wasn't even though there was a signature. Aussie Post investigated and checked with the delivery driver who it turn out, remembered where he had delivered it - two doors away. Mystery solved. Parcel retreived.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

elle_luxury — Tue, 24 Feb 2015 10:33:17 GMT

Hi, thank you for your response. I will be ringing them first thing. Also my paypal account has gone in the negative. What does that mean? I have not been through this type of dispute before so I am confused. Will I qualify for seller protection?

Cheers

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

kopi.tea — Tue, 24 Feb 2015 10:52:09 GMT

Don't forget to message the Buyer after your lodgement with Aust Post.

Telling the Buyer that you need to inform her as you had pass her details (address/phone number) to Australia Post in order for them to conduct the investigation and also to locate the package. Advise her that Australia Post may contact her during the course of the investigation to request for further details.

Who knows...your package might make a miraculous appearance after that message.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

cmore6969 — Tue, 24 Feb 2015 11:09:09 GMT

I would ring Australia post and follow up with an email. Sellers are able to initiate an investigation with Australia post after certain period of time has lapsed for tracked parcels. I'm not sure though if this just applies to parcels that are insured. ( I waited a month last year for an insured tracked package - had to get seller to initiate an investigation). She went in to Australia post an filled in a form. I got the package few days later. It wasn't at all the sellers fault. She organised tracking on package and yet somehow sat somewhere for long time with no idea where it was I would keep the pressure on Australia Post. Hope it all works out for you

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

cq_tech — Tue, 24 Feb 2015 14:34:58 GMT

I had a parcel delivered yesterday and it was just as well that I checked the addressee before the contractor had driven off, because it should have been delivered to number 51 (I live in number 40). My immediate reaction when I have a buyer tell me that their item hasn't been delivered despite tracking information suggesting that it was, used to be that they were a scammer trying it on, but now I have to wonder just how many of those are genuinely items which have been misdelivered by incompetent or dyslexic contractors instead. We really shouldn't have to go to the added expense of paying for registered or SOD, but for expensive items I'm thinking now that it's probably not such a bad idea after all.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

whiznumber6 — Tue, 24 Feb 2015 21:40:05 GMT

I second the above - I live at Unit 3, Number 8, and have had parcels delivered to Number 3, and Number 38 in the same street - it's only happened once or twice, but that's enough to make be pause before automatically hitting the "scammer" button...

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

sparrow2207 — Wed, 25 Feb 2015 11:59:24 GMT

If item was delivered even if to a wrong address you can not claim for compensation because in AP's eyes uit was delivered. No extra cover taken out no claim. They only have a discretionary fund to make payments out of and they may only refund the postage cost, no obligation to pay out anything.

I have a PO Box and still get given other peoples mail, got one yesterday that was a registered letter from the UK and the PO box number was nothing like mine, not one matching number.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

elle_luxury — Wed, 25 Feb 2015 12:02:18 GMT

So if I did take extra cover would I be able to get compensated even though Auspost has delievered the parcel (in their eyes)?

What about paypal? My funds are currently on hold.

Cheers

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

elle_luxury — Wed, 25 Feb 2015 12:08:42 GMT

SOD may not even help completely prevent problems like this as they can still mark it as delievered even though it was delievered to the wrong house number. For instance, there are times I have signed for parcels but have not looked to see whether whom the item was addressed to. If I happed to receive someone else's parcel (and were dishonest), I could easily keep it for myself with nobody being the wiser.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

i-love-my-sheep — Wed, 25 Feb 2015 13:10:07 GMT

@whiznumber6 wrote:
I second the above - I live at Unit 3, Number 8, and have had parcels delivered to Number 3, and Number 38 in the same street - it's only happened once or twice, but that's enough to make be pause before automatically hitting the "scammer" button...

I know when we post items we are supposed to write the address exactly how it shows in PayPal, but due to paranoia, I do change it slightly sometimes. If a buyer has written their address as 3/8 Smith Street, I'll write it as:

Joe Bloggs

Unit 3

8 Smith Street

That way it should hopefully be clear that it's going to unit 3 at 8 Smith St, and it's not going to turn up at 38 Smith St. Even if they have their address as Unit 3, 8 Smith St, I'll still put the Unit 3 on a separate line. So far everything I've sent has arrived!

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

cq_tech — Wed, 25 Feb 2015 18:27:56 GMT

I must admit to doing exactly the same thing when I address my parcels & letters too, sheep. Nobody has ever complained and I'm yet to lose an item, and I'd also hope that in the event of an INR that Paypal would understand the rationale behind doing so and not penalise me for it.(and I'd fight it if they did).

I've never been overly happy about sending items to flats or units at the best of times and while most of my items are sent via large letter, on the odd occasion that I send a larger item or a parcel, I cover my ar$e by paying for registration out of my own pocket so that the item will be carded and need to be signed for at the PO.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

elle_luxury — Wed, 25 Feb 2015 23:43:43 GMT

In this case I thought auspost had compensation for $150 which I why I did not purchase any extra cover for this item. Next time I will always purchase signature on delivery for items valued over $50. Lesson learnt 😞

I suppose I have to be grateful that my much more expensive items (some over $5000) have been delivered to the right address. But it is scary at the same time that these items (with extra cover and SOD) could have been delivered to the wrong house. I would be in big trouble then, especially if aupost refuse to take responsibility for it. Moreover, on a buyers perspective, if I had purchased something expensive and it had been delivered to the wrong house and auspost refused to do anything about it (and the seller was uncooperative) then I could have no leg to stand on in a paypal case especially if seller can provide proof of postage.

So let this be a warning for both sellers and buyers!

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

ozstockman — Thu, 26 Feb 2015 01:11:21 GMT

I suppose I have to be grateful that my much more expensive items (some over $5000) have been delivered to the right address. But it is scary at the same time that these items (with extra cover and SOD) could have been delivered to the wrong house. I would be in big trouble then, especially if aupost refuse to take responsibility for it. Moreover, on a buyers perspective, if I had purchased something expensive and it had been delivered to the wrong house and auspost refused to do anything about it (and the seller was uncooperative) then I could have no leg to stand on in a paypal case especially if seller can provide proof of postage.

So let this be a warning for both sellers and buyers!

I guess there is something "special" with freight companies. You pay them for delivery of some products, they loose them and then say to you "Oops, we are so sorry we may be refund you a postage cost but not the cost of what has been lost inside the parcel" It seems they have a right to loose it and we all agree to it. That's actually a service and even though it is hard to implement a compensation procedure without declared value they should not get away with it. It is not a lottery when you buy a lottery ticket and you do not win anything. That's called gambling, not providing a business service. Thus you pay for delivery service and there should not be any risk of loosing money on lost content Even regular post should be covered.

However I would not worry in your case if it is sent with SOD and insurance. If it is lost you should get paid back whatever amount it has been covered for. And with SOD if it's signed even buyer's claims it is not their signature won't help in Paypal disputes. I have had the case like this and a paypal disute has been closed in my favour.

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

elle_luxury — Sat, 28 Feb 2015 05:50:18 GMT

Well just to update you, the dispute was found in my favour (even without SOD). The tracking clearly showed that it was delivered to her suburb (as per ebay proof of postage). The buyer has informed me that they are not happy (and she even suggested that sellers should always provide refunds for items not received, even if they have proof of postage!).

My question is now can the buyer appeal the case? Or can she file a credit card chargeback? I have already offered her a refund if Auspost cannot find the package but that did not seem to satisfy her. I think she was really relying on winning that dispute rather than waiting for me to refund her.

Any advice would be good.

Cheers

Re: BUYER CLAIMS ITEM NOT RECEIVED EVEN THOUGH TRACKING INDICATES IT HAS BEEN DELIEVERED

lyndal1838 — Sat, 28 Feb 2015 08:30:16 GMT

If she funded the payment with a credit card or visa debit card then she can start a chargeback but as you have already won the paypal dispute it is unlikely that you will lose the money. If she wins the chargeback paypal will pay it on your behalf.