topic Re: Where do I stand? in Ask a member

Where do I stand?

kate399 — Fri, 04 Feb 2022 04:31:29 GMT

I hope somebody can advise me with my problem. Purchased a Samsung Tablet from eBay, no problem with seller as he posted quickly with " Do not safe drop- signature on delivery". However our brilliant postal service decided to leave it outside my front door. Guess what? It's no longer there when I got home. Who will end up out of pocket for Auspost mistake. I hope it's not me or the seller.

Re: Where do I stand?

papermoon.lady — Fri, 04 Feb 2022 04:37:41 GMT

You have to open a case with AusPost, and if they don't help, you can go to the postal ombudsman.

Did the tracking confirm "signature on delivery"? These days (because of COVID) it is enough to be present (not to sign), but the recipient must be there and the parcel contractor must see him and confirm his identity (in case he does not know him).

Re: Where do I stand?

jellybirddesigns — Fri, 04 Feb 2022 04:54:37 GMT

This is an Aus Post issue.

If you jump onto the FB page and send them a private message, they are really good at responding within a few hours.

For peace of mind, I would highly recommend getting a PO Box for all mail or a Parcel Locker (which is on a per-use basis and requires a pin to open which also serves a your signature) at a minimum for deliveries that cannot be left in your mail box.

Re: Where do I stand?

papermoon.lady — Fri, 04 Feb 2022 05:04:05 GMT

Did they tell you they left it at the front door by the way?

If the tracking only says it was safe dropped, well, it could be hidden somewhere in your garden... Have a look around.

If you ask AusPost on FB, they will have to provide photos.

Re: Where do I stand?

kate399 — Fri, 04 Feb 2022 10:39:45 GMT

Thank you for your help. I have contacted Auspost who confirm that it was left at my front door. They have now gone quiet as to why it was left there & not taken to the post office as they should have done. This was a $900+ item so I don't feel like just walking away from the problem.

Re: Where do I stand?

jellybirddesigns — Fri, 04 Feb 2022 10:44:13 GMT

They've probably gone quiet as the customer centre is now closed for the weekend.

You may only get a further response on Monday.

Re: Where do I stand?

papermoon.lady — Fri, 04 Feb 2022 17:34:51 GMT

They should also provide photos... Sometimes they deliver to the wrong place/door...

Re: Where do I stand?

jellybirddesigns — Sat, 05 Feb 2022 00:36:01 GMT

Even so, @papermoon - the item was Sig on Delivery with the caveat not to safe drop. It was never ok to leave it in the first place.

Re: Where do I stand?

papermoon.lady — Sat, 05 Feb 2022 00:41:22 GMT

Yes, if it is really lost they should definitely compensate the OP.

This happened to me too once... So... the new parcel contractor thought that "signature required" meant HIS signature, so he signed and dropped the parcel in front of my door in full view on top of that, not even hidden behind the screen door or anything... And of course it disappeared. My item was not very expensive, I mean, I had not paid much because it was a bargain. They fully compensated me, but the item was worth much more and I never found it again at that price... 😞

Re: Where do I stand?

jellybirddesigns — Sat, 05 Feb 2022 00:44:22 GMT

Yes, this is definitely on Aus Post. I hope the OP gets proper resolution.

Very irritating when that happens!

Re: Where do I stand?

janeababe — Sun, 06 Feb 2022 05:46:38 GMT

@kate399 wrote:
I hope somebody can advise me with my problem. Purchased a Samsung Tablet from eBay, no problem with seller as he posted quickly with " Do not safe drop- signature on delivery". However our brilliant postal service decided to leave it outside my front door. Guess what? It's no longer there when I got home. Who will end up out of pocket for Auspost mistake. I hope it's not me or the seller.

I’m just curious, can you please provide the item number?
Also, and again, I’m just curious…. Did you get a tracking number?
The reason I ask is because there are a LOT of laptop/tablets/mobile phone scams on eBay.
The case gets strung along and strung along until you run out of time to make a claim. In these cases, what is ‘posted’ is actually not your item, but something else of similar shape, but often much lighter in weight.

So, while you think you have a great seller, indeed you may not. So perhaps we can check for you, if you can give us just the item number please. (Do not name the seller, it’s not allowed)

If you can’t get any satisfaction from AP by tomorrow (Monday), then don’t wait any longer, start an item not received case with eBay and start the refund process. BUT, come back here first and we’ll help you through it. 😊

None of us here, want to see you lose $900.

Re: Where do I stand?

jellybirddesigns — Sun, 06 Feb 2022 06:36:54 GMT

@jane - if the OP opens a case for non-delivery it will close in the sellers favour as they sent it with tracking.

Re: Where do I stand?

papermoon.lady — Sun, 06 Feb 2022 08:11:31 GMT

If AusPost does not help, then the OP should contact the postal ombudsman, but it can take a long time, particularly at the moment, so I really hope the OP will get compensated by AusPost next week.

Postal Industry Ombudsman - Commonwealth Ombudsman

Re: Where do I stand?

zanadoo_56 — Sun, 06 Feb 2022 11:50:07 GMT

Because of Covid Aust Post are signing on delivery, not the buyer. However, they are supposed to knock, then verify the name of the person at the address matches the details on the parcel. My local postie has done that with my signed for (from the UK) purchases.

It's a different story when it comes to AP's parcel delivery contractors. They sign instead of the owner but unless they are your regular contractor and know your safe drop spot, it can be a lottery where your purchase is left. I also suspect they opt for safe drop instead of carding because local post offices are running out of space to hold them all.

Re: Where do I stand?

papermoon.lady — Sun, 06 Feb 2022 17:39:57 GMT

Yes, that's what I said in my first post too, and what both my postie and parcel contractor do... Parcel contractors are supposed to see the recipient too before signing for them, but things can go wrong, and I agree that local post offices are possibly running out of space... However, the rules are still that the recipient must be present, so AusPost is responsible if they safe-dropped the OP's parcel.

I have just found this article which is a bit old, but as nothing has changed it is still valid (in all states):

Aus Post Signature Policy Results In Missing Parcels, Queensland Lifts Truck Curfews – channelnews

Re: Where do I stand?

papermoon.lady — Mon, 07 Feb 2022 06:23:13 GMT

Any update or reply from AusPost?

Re: Where do I stand?

janeababe — Tue, 08 Feb 2022 04:16:51 GMT

@jellybirddesigns wrote:
@jane - if the OP opens a case for non-delivery it will close in the sellers favour as they sent it with tracking.

True true…

…but I wonder if you could prove a difference in weight, would you win an appeal? 🤔

Re: Where do I stand?

janeababe — Tue, 08 Feb 2022 04:19:39 GMT

Hmmm… I had a large delivery yesterday… and I SIGNED for it, not the delivery guy.

But on other occasions, the driver has signed it once he met me at the door.

Re: Where do I stand?

papermoon.lady — Tue, 08 Feb 2022 04:37:05 GMT

I am not sure, but I think it depends on whether you have to sign a paper (for example for a large delivery) or the screen everybody touches (this is the one to be avoided at the moment).

Re: Where do I stand?

kate399 — Tue, 08 Feb 2022 08:26:45 GMT

Sorry it's taken so long to get back to you.

eBay item number: 175115597611.

Auspost have not responded to my question as to why it was safe dropped without a signature which is opposite to how it should have been.

I have contacted the seller to provide me the proof that it was sent correctly but he has decided to not respond to me as well.

I have that feeling this is not going to end well for me.