Express Post Query

[sueg57]

Hi All... Bought an expensive handbag and the seller was wonderful and said due to immediate payment she would post it immediately by Express Post... Well I've been tracking it and it said yesterday on route with delivery driver.... then said delivered... however didn't get delivered to me... 😞  

I've checked the address with the Seller - All Good - I've called Australia Post and lodged a query as to where it was delivered... I've called them back this afternoon and they said no news yet try again tomorrow... What if it's been delivered to the wrong address and they don't hand it back... I hate the fact that the Seller sent it and all details were correct but they didn't deliver it to the correct address.. I know it's early days but I've got a really bad feeling I won't see this bag... anyone else had the same problem but did in fact get the parcel turn up? 

All things crossed ... 🙂

[sueg57]

Amazing isn't it .. Iv'e gone from a barrage of emails from the Seller to close the Paypal dispute and now that PayPal have closed it ... to no response to my email to see if we can close this amicably?

[thecatspjs]

How disappointing.

Also very unusual that ATM on the boards anyway that paypal is processing claims at record speed ... they must have their skates on

A couple of things ...

Have you confirmed with paypal that the seller provided proof of addressee - their policies state for eligibility for seller protection proof of addressee must be demonstrated.  It is a different requirement to proof of post.

If you haven't been clear about that I would get the phone to them and clarify.  You would have grounds to appeal their decision.

If they have not received proof of addressee then IMO if you chose to, though I sense you would not like to, you may be able to pursue a review of paypals decision through Financial Industry Ombudsman Service.

The other matter is Australia Post - their policy is clear that only a sender can request an investigation into a missing parcel.  The wait of 10 days is a furphy ... I have had a couple of AP investigations opened on request immediately, one on the very same day that a buyers parcel tracked as delivered, but it had not been delivered to them. The other for an express item that was still MIA on the day after it should have been delivered. Fortunately both were delivered eventually.

I personally would also contact the seller and request that they contact AP to open a missing parcel dispute asap and that if have an issue with being fobbed off by AP request to speak to a supervisor  - if you do contact the seller it is always wise  not to mention feedback.

[sueg57]

Hi thecatspjs

Yes Seller already  (at my request) lodged an inquiry with Australia Post who took all of 1/2 day to go back to her and state that the item had been "delivered" 

I'm just getting nowhere fast.

Australia Post just don't seem to care... when I questioned them on where it had been "delivered" they said they don't know they are investigating ... I'm going round in circles here ... Looks like I'm $165 out of pocket 😞  this system sucks that I did my bit and paid the postage required and for the bag and then because the Seller can prove postage and Aust Post can say "delivered" even though it could have been in the middle of a field for all I know... I miss out ...  someone said earlier that there are certain people that want their parcel and a refund and try these scams but I am an honest person and this was quite an expensive item for me to purchase ... it was only because it was a gift from my parents that I spent that much on myself.  

I just feel let down and now the Seller has gone very quiet all of a sudden so I doubt she will even agree to a 50% refund and we both wear this one 😞 

[thecatspjs]

I think something is very, very amiss with Australia Post just stating it was delivered. 

Did the seller give you an investigation number ? Did the seller give their authorisation for you to make enquiries regarding the matter.

Lololol sorry if it sounds like the third degree

Australia Post investigations are a little more comprehensive than looking at the tracking details, and at this time of year when they are so busy I am very surprised that they would have conducted and completed an investigation in a couple of days. 

Perhaps post this situation on the AP facebook page, and see if you get more than a cut and paste response from them.

[sueg57]

LOL I must be one step ahead of you every time 🙂  great minds think alike... Yes I've posted on the Australia Post FB page along with all the other disgruntled customers... I did that this morning and just got a response... wow there are some fiery people on there 🙂

[sueg57]

OK Moral of the story Folks... As a Buyer... YOU have to make sure your Seller sends your goods the correct way otherwise if it goes missing ... you're screwed...

I always thought I had buyer protection with PayPal ... Wrong !! 

This has been a big learning curve for me so please please if you are buying pricey items make sure your Seller does the right thing... and for me as a Seller.. I will always send (as I have in the past) all my expensive sales as a sign on delivery that way hopefully nothing gets lost in the mail.. cos Australia Post will not help you in the slightest... They don't give a **bleep**.

Thanks to my fellow Ebayians for all their help and advice on this post... Happy Ebaying 🙂 

[cq_tech]

Sue, I'm very sorry to hear that Paypal rejected your claim, but I still believe they've done so incorrectly, as despite the seller having provided Paypal with a so-called "tracking number", if it was the peel-off sticker from an Express Post satchel, Paypal should not have accepted that as proof of delivery, because nowhere on the seller's documentation is there the necessary copy of YOUR delivery address.

This has been discussed on numerous occasions in here previously, and according to Paypal's own T&Cs, the only Express Post items which are covered are express parcels and the 5kg satchel, both of which require a higher standard of paperwork than the 3kg & 500g Express satchels, and therefore include the buyer's name and address on their copy of AP's paperwork.

May I suggest that you give Paypal another ring and explain this to them (ask to speak with a supervisor if you appear to be getting nowhere), and let them know that unless they reverse their decision, you intend lodging a formal dispute with the Financial Ombudsman's Service because they incorrectly found in favour of the seller, against their own T&C's as published on their web site.

Please, don't just lie down and take this. Paypal have erred in this case, and you should have received a full refund.

Do you really think that this seller you were so worried about is going to accept half the loss now? I somehow doubt it. If you do need to complain to the FOS, here is their URL... http://www.fos.org.au/centric/home_page/resolving_disputes/how_to_lodge_a_dispute.jsp

[thecatspjs]

CQ I agree that it is not clear from thread, if seller has actually provided proof of addressee to Paypal.

However, I don't think it can be assumed that they have not provided all they need to Paypal to have seller protection.

Many sellers, including myself, get proof of addressee suffice for Paypal seller protection, when sending any size express satchel (and other prepaid products), by a range of means, including completing an AP lodgement slip or attaching tracking number to eBay invoice and having the PO stamp that when lodging.

[cq_tech]

You are quite right cats; from what has been posted to date, I am indeed working on the assumption that the seller didn't complete any separate lodgement paperwork, and when (or if) Sue rings Paypal again, she certainly needs to find out if the accepted proof of delivery was provided before officially complaining to the FOS.

However, as I said, from what's been posted so far, I'm betting that it was sent as a normal express satchel with no additional optional paperwork to verify the recipient's name and address, and that on this occasion, Paypal have improperly rejected Sue's claim.

Either way, I'd be lodging a dispute with the FOS regardless, and leaving it up to them to find out whether Paypal have erred or not.

[sueg57]

Thank you for your help ... I did ring PayPal again and they said that they would have a look into this case again and let me know... she said that if they again decide against my appeal then I can contact my bank... so I rang my bank and they said to fill out a Direct Debit Complaint Form and they will tackle PayPal... I let PayPal know this and they said don't do that just yet ... let us have a chance to sort it out and we'll email you... so far nothing.. I will ring them again soon and find out what's going on..

In the meantime... I bought the other bag (as there was only one the same on Ebay) cost me $30 more but at least I've got one to show the parents when they ask 😉 

Surely PayPal can see that I'm not a dishonest person I've never had a claim and now they can see I've bought two bags that are exactly the same ... I've asked this Seller to send to me by registered post which she is going to do ... phew !! 

The original Seller I asked if we could perhaps go 50/50 on this one... if she could reimburse me half my costs then I won't worry with PayPal or anything but she just responded with I'm so sorry I hope you find your bag... so yep no reasoning there... I haven't left feedback yet just in case something turns up .... but today nothing again from Aust Post and no joy from PayPal... 

Hopefully I'll get some resolution somewhere soon but it's been a long haul trying to get someone to take responsibility for this.. I personally think the postie has posted in the wrong mailbox and the person there has just gained a nice free handbag... it's weird that I was home and the tracking went from onboard with delivery driver to delivered and I had no mail whatsoever that day ??

Have a great weekend everyone... hopefully more news soon 

Sue 🙂