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]

hmmm she's constantly emailing me ... her items are finishing soon how are people going to pay... she's also purchasing a couple of items and can't pay... heck I don't know what to do here... I'm tempted to close it but PayPal have just told me no when I called them... feeling sad 😞

[thecatspjs]

If that is what the seller is saying to you - based on the rest of the thread then I think they are telling you porky pies or they have had one too many Paypal claims in the past.

Paypal do not routinely close down peoples accounts, there has to be very clear reasons to do so, not just a missing parcel that still may be delivered and where the seller has not had the chance to provide the post and addressee proof.

If the funds for that transaction are being held temporarily subject to the outcome of this claim, then a paypal account can still receive funds no probs at all.

If she has purchased items that she wishes to pay for she can still go through checkout as a guest and pay direct from a credit or debit card.

[sueg57]

thanks that's put my mind at rest a little bit... AND ... I didn't bid on the bag ... couldn't bring myself to ... still hoping and praying this one turns up... might give it a few days.. maybe she'll relist it LOL 🙂

[cq_tech]

Correct me if I'm wrong, but I was under the impression that Express Post satchels are inadequate for proof of posting as required by Paypal, and I certainly would NOT be closing my dispute simply because you feel bad for the seller.

Would you do the same thing or feel the same way if it was a large on-line retailer or a B&M store who failed to deliver their goods? I'd also like to know why your seller was so adamant in sending your bag via an unprotected method?

You are involved in a business transaction which has gone wrong, and you need to treat it as such and do everything you can to either recover the bag, but if that's not possible, a refund from Paypal.

That you don't want the seller to be out of pocket is admirable, but they're the ones who, despite knowing better, sent your purchase via an unsafe method and unfortunately for them, it appears to have backfired. There's no reason for you to lose any money over this at all.

[sueg57]

Thanks cq_tech I'm just feeling a bit bad as I know she's done the right thing and sent it... however she just emailed me again and said that she had gone down the same path with an expensive dress and had to wear the loss... well if that was the case surely she should have learnt from that mistake... I said I definitely have learnt from this one... she also said that this is NOT a case for PayPal and she's done the right thing .. it's an Aust Post claim... but again they won't do anything for me as the buyer so again it is up to her to chase them really ... 

I'm just about over it now... PayPal did tell me not to close the dispute as they're looking into proof from the Seller that there was an address to prove where she sent it... at this stage she has just given them the tracking number but based on that they said that it shows a proof of delivery even though it's not my address it's the area where I live?  However the Seller has to prove confirmation of address sent to or something... I don't know I'm getting confused with it all now 🙂 

[green-gifts-mkd]

This is a complicated situation, as the tracking is showing that the item has been 'Delivered'. I completely believe the OP, in that the package has not yet been received. But this highlights the weakness of the regular Express Post satchels. Who is to say that, in a different situation, the package actually was received, but the buyer takes the punt that the seller does not have adequate proof of postage? Via PayPal, an unscrupulous person may walk away with both the item and a refund.

As a seller, for a $165 sale, I would have spent $3.00 on cover, and would have also attached a $2.95 SOD label. Then there would be less opportunity for misplacement, loss or theft of the item. I probably wouldn't have used Express, which is why it is so frustrating that eBay heavily promotes this postage method. That's all by-the-by now, but I do think your seller has a responsibility to chase this up further for you.

[lyndal1838]

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@thecatspjs wrote:

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@lyndal1838 wrote:

Australia Post will not start an official Missing Parcel enquiry until 14 days after the item was posted.

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With the advent of tracking now available with most parcels this is no longer the case anymore lyndal - as evidenced by AP facebook page and recent random postings of AP stafff on these threads.

AP investigations are usually opened on request now if articles sent have tracking and the tracking is indicating something is amiss.

Of course you can still strike an AP rep that is not helpful, and gives misinformation regarding the missing or damaged parcel processes.

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This was fully trackable and insured and the tracking showed that it was accepted at the PO and there it ended.

The seller was told quite categorically that we had to allow time for the item to show up and they would not do any more than check the tracking number on their system until 14 days had elapsed....which they confirmed was the same as what the seller and I could see.  The parcel never left the PO where it was lodged.  Somebody's wife or mother got a nice diamond ring for Christmas last year.

[thecatspjs]

Quite different than the OPs case where it was an express article and the tracking showed it was delivered.

There is no 14 day blanket rule. AP now regularly advise and/or open investigations when there are anomalies apparent in the tracking including when items are scanned as delivered and an addressee has not received.

[cq_tech]

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@sueg57 wrote:

Thanks cq_tech I'm just feeling a bit bad as I know she's done the right thing and sent it... however she just emailed me again and said that she had gone down the same path with an expensive dress and had to wear the loss... well if that was the case surely she should have learnt from that mistake... I said I definitely have learnt from this one... she also said that this is NOT a case for PayPal and she's done the right thing .. it's an Aust Post claim... but again they won't do anything for me as the buyer so again it is up to her to chase them really ... 

I'm just about over it now... PayPal did tell me not to close the dispute as they're looking into proof from the Seller that there was an address to prove where she sent it... at this stage she has just given them the tracking number but based on that they said that it shows a proof of delivery even though it's not my address it's the area where I live?  However the Seller has to prove confirmation of address sent to or something... I don't know I'm getting confused with it all now 🙂 

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Sue, I realise that you've lodged a Paypal dispute, but have you actually escalated it into a full claim yet? If not, please make sure that you do so before the 20-day period expires, as you normally only get one shot at a Paypal claim.

As you quite rightly suggest, it was your seller's responsibility to send the bag via a protected postal method yet even though she purports to have been caught out before, she still elected to send it via Express Post (assuming she sent it all, which is why Paypal demand a certain level of proof which doesn't exist with Express Post satchels).

I'm sorry things have gone badly with this sale, but as I said earlier, you shouldn't be out of pocket over this, especially as you paid via Paypal. Why should you wear any costs when your seller is 100% at fault here?

[sueg57]

Hi cq_tech

Well update again... yes I had escalated to a full claim and after many phone calls including one about 10 mins ago from PayPal... lovely guy who I explained everything to... he also confirmed my great PayPal account over many years and how he didn't want to close out the claim as I had such a good track rating and never claimed anything... BUT ... as the Seller proved that she had posted the item and the tracking number states "delivered" they have no option than to close the case but I got the impression that PayPal would cover my loss... but I've just got an email stating that the case has been closed and (see below) part of email received...  Still no bag... still no response from Australia Post who state I have to wait 10 days now ... they huff and puff and more or less make me feel that I shouldn't be chasing this... I feel so upset 😞 

In response to your claim, the seller has provided proof of shipment
indicating that the item was shipped to you. Because the seller was able to
provide proof of shipment, we cannot reverse this transaction or issue a
refund. We encourage you to continue to work directly with the seller to
amicably resolve this matter.