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]

cq.... WE WON 🙂 

Got an email this morning (after I'd just sent another two) LOL

I was just filling out the form for the FOS when I got an email.... it was very short 

Thank you for contacting PayPal.

We have issued you a refund in the amount of $165.00 AUD for this claim. The refund will be posted to your account within 3-5 business days.
 
Thank you for your cooperation and patience with our investigation.

So if you're honest (and persistent) you can win these things... I think "never give up" is the best motto

THANK YOU so much everyone for helping me with this... I finally have faith in the system again... although I'll never ever trust Express Post and will always ask for recorded delivery on more expensive items... Sad though that the buyer has to ask the Seller for the way they want their goods sent... (sometimes)  there are excellent Sellers out there who think only of their buyers.. 

Have a wonderful day everyone... you can't take the smile off my face at the moment 🙂 

Merry Christmas !!

[thecatspjs]

Fantastic news indeed !!

So pleased that you have recouped your funds from the Paypal coffers.

Good on you for standing your ground.

[sueg57]

Thanks cats and thank you so much for all your help 🙂 

[cq_tech]

Well done, Sue, and I can't begin to tell you how pleased I am on your behalf. Merry Christmas indeed! 🙂

It probably serves no purpose to speculate why Paypal reversed their decision, but I can just about guarantee that your notice of intention to lodge a complaint with the FOS is what had them reevaluating your claim, as it costs them money to defend a complaint from the FOS.

I also suspect that they applied the lesser standard of proof of delivery as exists in the US, but not Australia, and it's clear that your seller did NOT provide additional 'proof of lodgement' with their express post satchel, otherwise they'd have won the dispute.

Let this be a timely warning to sellers that Express Post 3kg & 500g satchels do NOT qualify for Paypal seller protection unless they're posted over the counter with additional proof of lodgement papers, in triplicate, and stamped by the PO.

It shouldn't be necessary, but sometimes Paypal (or the rep to whom you're speaking at the time) need to be told in words of one syllable that we're registered in Australia, and that the US T&Cs do not apply.

Again Sue, I'm really glad it's all finally been sorted in your favour, and all the best to you and yours for Christmas. 🙂

[thecatspjs]

Thank you Sue - but you are the one who has done the hard yards 

[ambridgebuckskins]

Just a little info re express post with signature - it wouldn't of solved all your issues.

l sent my son a birthday gift, express post with sign. Signed up for the tracking and watched the details change from lodged to 'onboard with driver'.

Checked it an hour or so later, it said 'delivered'.

l rang son and said 'You got it!!!'

He didn't have it. Had been sitting on the couch in full view of the open front door, waiting for it to arrive.

I told him to wait for a bit as maybe the driver scanned it at the post office and was on his way. Two hours later - nothing.

l told him to go out into the street to see if he could see the postal van anywhere.

There was his parcel, sitting ontop of his picket fence in the rain, in full street view.

When l rang Aust Post to complain, they bascially said we'll refund you the signature cost. "But at least your son got the parcel'. Turns out the driver signed for it and just dumped it.

Pfft. Yes. Good answer...not!

Had someone walking by picked that parcel up from ontop of the fence, Aust post would not even have listened to me saying that the parcel hadn't been recieved because it was marked as delivered and had a signature.

[bigbrickshop]

Ambridge, that is appalling that the driver has signed for a Signature reguired item, and even worse is the response from Aus Post.

If Aus Post did their job correctly the OP would not have had a problem in the first place. In this case it sounds like PayPal have made a discretionary payment because the buyer has persisted with her claim.

Sellers should not lose out in cases like this either if they have lodged the item correctly and are covered by PayPal Seller Protection. It is not difficult to meet the requirements when sending Express items. Either process them through C&S for own packaging items and for pre-paid satchels complete a Lodgement Receipt form or the tear off strip on the larger satchels and ask the PO to stamp it. Our PO understands why we need lodgement receipts and we've never had a problem.

[sueg57]

Hi ambridgebuckskins ... that's terrible... so glad your son got his gift though... when I was on the phone to Aust Post they had me out the front looking under bushes .. behind trees etc "just in case" it had been hidden... or "is it in your meter box" ummm I don't have a meter box out the front... plus I was also at home all day and kept going in and out like a yoyo ... just in case it was there... In my case I think it was a case of misaddressed parcel or postie posted to the wrong address... whatever I guess I'll never know... and I'm still waiting for Aust Post to get back to me with the findings of their investigation... I'm happy that I didn't give up and did get my money back but still annoyed at the whole system... have a look at Aust Post on the Facebook Page ... wow what a lot of angry people out there and we rely on this company for our postal service ... when I lived in the UK you didn't meddle with the Royal Mail or else you went to prison.... they don't deal lightly with their mail system... think Australia need to lift their game big time!!  

[nevillesdaughter]

I really hope that you reported the fact that the driver signed for the parcel - that is fraud, and those signatures are digitally recorded.

I use eParcels, which are all signature on delivery, and any time I ask, Aust Post send me a copy of a signature. In your case I'd be following this through - faking someone's signature is a very serious offence. It's bad enough that it was a gift, but what if it had been a passport/legal documents etc?

Cheers,

Marina

[ambridgebuckskins]

My complaint took almost two weeks to be 'reviewed' through Aust Post. Ended in a return phone call with the offer of a money order for the few dollars cost of the signature.

l asked if the driver had been spoken to at all. It wasn't the money issue, just that the whole delivery was wrong on so many levels.

Got told that the mail delivery centre were told what had happened and l were to report if it happened again. All over rover.

They just don't get it.