Can i get my refund fully or not? Or I am the one who is wrong?

[benyean]

I ordered a violin on 27th November 2013.

I have not received any tracking information, however, the item was marked posted. On 1st November, I decided to contact seller for tracking information.

4th November, seller replied that a delivery attempt was made on 29th October, however, I was not home to sign the parcel. The delivery has left a piece of delivery attempt card which is named 018xxxxxx, however, i failed to recognise this as my code. Following is direct quote from them. "I there, I have just looked into your tracking information, according to this Couriers Please have attempted delivery on 29 October but returned the item to us as no one was home at the time of delivery. It was returned to us shortly after. 

We will be resending this at our cost and will advise once it has gone out again."

5th of November, second attempt of delivery was made, however, I was not informed and I missed it.

The item was sent to a depot somewhere that requires me to take 3 hours of public transport, and thus I refuse to do that.

7th November, I wrote to seller and request another delivery attempt. However, they will charge me for doing it.

My question is, Can i get my refund fully or not? Or I am the one who is wrong? Who is responsible for this?

[benyean]

This is the latest they sent me.

The item was dispatched under the same tracking number again.

We have been charged for shipping for this twice already, both times you have not been home. 

We therefore cannot cover for shipping again, we have already made a loss on this transaction due to double shipping costs and cannot afford paying this again.

I am asking you to be reasonable here, you cannot expect us to advise every customer of a delivery time, furthermore we also do not control the Courier and Australia Post and cannot predict when goods will be delivered.

I am sorry but there is nothing else I can do.

You can either arrange redelivery with Couriers Please, who will charge you for this or you can collect this from their depot without additional charge.

[*sparklz* · Accepted solution]

An item can NOT be sent 2 times with the same tracking details.

If they resent it then it would have a new tracking number.

Also they would do more than 1 attempt to deliver as well and it would be held for some time before returning to sender.

Go to your PO and ask them if they have any proof of attempted delivery to your address for more than 1 occasion.

Did you pay with paypal?

If yes then open a dispute for item not received and escalate to a claim as soon as the sytem allows and if they find in favor of the seller call them and demand your money back.

[lyndal1838]

There is no point going to the post office if it was a courier delivery.Australia Post does not handle deliveries from Couriers Please.

Whether the item was resent with the same tracking number is not for us to judge as we do not know the Couriers Please system. 

If you had rung the couriers when they left the card you would not have had the problem....they will usually make arrangements for a redelivery at a time to suit you

It is a bit rough to expect the seller to keep on footing the bill for redelivery if you can not be home to accept the delivery.  If you decide to make another attempt to get your item I would ring Couriers Please as soon as you have the reference number and ask if they can give you an expected time/day for delivery.  Most companies will be able to give you at least an AM or PM estimated delivery time.

[lyndal1838]

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@*sparklz* wrote:

Did you pay with paypal?

If yes then open a dispute for item not received and escalate to a claim as soon as the sytem allows and if they find in favor of the seller call them and demand your money back.

---

Paypal is certain to find in favour of the seller as Couriers Please has proof of attempted delivery of the item on at least 2 occasions.  Why should the seller be out of pocket for the second delivery and then lose the the cost of the item and original delivery as well, just because the OP cannot/will not make themselves available to take delivery of the item.

Sorry, but that is unethical and I hope the seller goes to the ombudsman if paypal takes the money from them.

[benyean]

I did not arrange for the redelivery, and thus I am not available to the delivery. This is because of the message seller sent me, " We will be resending this at our cost and will advise once it has gone out again. " However, I did not receive any notice from him, and thus did not know that the delivery will be made on 5th November 2013. As a result, I am not home to sign for the parcel. 

As mentioned, I am not aware myself as 018xxxxx (code) because I didn't receive tracking information until 4th of November. I live with others, thus I am unsure whether the unsuccessful delivery attempt card is for me. However, I found it out on 4th November after the seller inform me regarding my tracking information, but I didn't call the courier. As he mentioned, " We will be resending this at our cost and will advise once it has gone out again. " 

Besides that, I'm sure that the delivery was attempted twice, which is on 29th October and 5th November, however, I doubt the seller has paid twice because Courier Please does provide re-delivery once. 

After all, do you think is me me or the seller should be liable for the redelivery expense? 

What should I do, should I pay up? Or the seller is actually liable for this? Who is at fault?

[chrisco62]

I think couriers please are doing a fantastic job, trying to deliver violin 20 days before it is even ordered.

[benyean]

Thank you , it was actually 27th October

[harley_babes_hoard]

if you want the item I think you should pay for it, then you might be home when they attempt delivery. As the seller said you can't expect them to keep having to pay.

[davewil1964 · Accepted solution]

In answer to your question - you are responsible.

The courier has already tried to deliver AND has carded you. it is neither the seller's nor the courier's fault that you chose not to put two and two together (ie "I'm waiting for a violin, maybe that is it. I'd better ring the courier and find out").

If you don't organise yet another delivery attempt (or pick it up) you will probably be left with neither the violin nor the money. The seller is covered by Paypal, and Paypal don't have any leverage over the courier.