Express Postage 7 days late SO FAR - can I get a refund?

Hello!

Have purchased a car part that I could not find locally. The FASTEST item i could get was in the UK - I am in Australia.
Postage estimated it would arrive within a decent time frame. Everything else was an extra week or two wait.

 

Item purchased 19 Feb. Estimated arrival 27-28 Feb.
So I threw $106.69 at Express postage (item cost $106.60 so the postage cost more than the part!)
It is now nearly 5th of MARCH and I still havent received the item.
There is no tracking (which is RIDICULOUS) and they have so far ignored 2 emails to them asking to chase it up for me.

 

IF the item arrives soon - Can I get a refund on the postage? I am happy to pay for the goods - but the postage has not been even close to what was advertised and the ONLY reason i purchased it was the for purpose of EXPRESS postage..

I have not taken any action against the seller yet. I do not like to leave negative reviews if they are not earned.
But I have yet to hear back from them about it. If it does not arrive by the 9th (end of this week) then i will be starting a claim.
I just wanted to see if anyone could tell me if its worth kicking up a fuss about to try get some money back or just leave a negative review and move on..?

 

Thanks, Matt.

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Express Postage 7 days late SO FAR - can I get a refund?

Just some info that may be helpful (or maybe not).

 

Neither eBay nor PayPal have dispute resolution processes for partial refunds (for postage costs) when a delivery takes longer than the ETA. Both are all or nothing disputes, unless the seller voluntarily refunds partial amounts. I don't know if you'll be able to pursue a refund through other avenues, eg directly with the postal service, but usually only the sender can do that. 

 

You've actually touched on quite a few things that are inherently wrong with eBay's ETA dates, and / or the way they are communicated to buyers, especially when international delivery is concerned.

 

It is almost impossible to estimate delivery timeframes for international postage - yes, there can be averages, or common timeframes, but the frequency of items being delivered outside of those are (generally) so high that the ETA shown on eBay should largely be considered an arbitrary guess that's just barely informed.

 

The reasons for this are - eBay get their ETAs from the shipping service the seller specifies, they in turn tend to quote how long it takes to reach the destination country, not how long it takes to be delivered to the buyer. The reason the postal services do that is because customs processing and clearance times vary and are not predictable, as is the time it takes for the foreign delivery service to get it to the buyer after it clears customs. For example, Aus Post quote as little as 6 days for international delivery (to the US), via standard postage. The fact that it's only the time they guess it will take to simply land in the US is in the fine print, and eBay ignores said fine print. The number of packages I send to the US that arrive in 6 days is seriously negligible, if I'm lucky they get there in about 10 days, but the average is 2 - 3 weeks, of course if they take longer to clear customs, they can take up to 6 weeks and the thing people should really know is that express postage services doesn't mean express customs clearance - they get processed the same as all other mail, unless coming via courier. I've had economy air mail take 5 days, and express take 4 weeks.

 

I understand you feel mislead by eBay's ETA, but even in the listing they advise that the dates aren't certainties, and that other factors can effect actual delivery time. 

 

However, this is shown if you click on more info, not by default. the reason they do that is because they don't care if it doesn't arrive when they say it will. Their primary goal is not to give buyers realistic expextations by saying things like "might get there in 7 days, or 21, depending on X number of things", it's to get people to confidently spend money. If they don't get it right, hey it's not their fault, and obviously the first assumption a buyer makes (especially if the delivery time is outside the norm), is that it must be because of something the seller did (or did not do), and so the buyer disputes with the seller and eBay gets to jump in and go "never fear, we'll save you from the bad seller who didn't meet the expectations we created". 

 

With regards to where in Australia a package lands - it rarely goes straight to the airport nearest the buyer, unless the carrier has a distribution centre where it makes logistical sense (and of course unless they live where the carrier's distribution centre is). It might make sense to everyone else to do it that way on first thought, but distribution across Australia is expensive and many companies work the way they do keep the costs down (i.e. a major distribution centre in all states is unrealistic for mant carriers that handle international mail). I order from overseas on a very regular basis, and live in a major metro Adelaide suburb very near the airport - if Aus Post are handling the package, it goes to NSW, and can then take days to reach me, sometimes over a week. If TNT or Toll are handling it, it goes to NSW and then gets trucked over. If DHL are handling it, it comes straight to Adelaide. 

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Express Postage 7 days late SO FAR - can I get a refund?

If you have paid paypal and an appropriate amount of time has passed for delivery - and the seller is unresponsive you should open an item not recieved case immediately - no point in waiting - you have some time left for leaving feedback and should do so at a later date.

If you have not paid thru paypal you may still qualify for ebay buyer protection - not sure its as simple as the paypal route tho. gl

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Express Postage 7 days late SO FAR - can I get a refund?

If it has come through Parcelforce globalexpress then there might be a possibility for compensation for the delay: https://www.royalmail.com/business/services/sending/parcels-worldwide/parcelforce-global-express-par...

 

Express generally takes a little longer if you do not live in a major centre, do you?

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Education is what you get from reading the small print. Experience is what you get from not reading it.
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Express Postage 7 days late SO FAR - can I get a refund?

As previously suggest, go Item Not Received - the seller will have to respond to that. 

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Express Postage 7 days late SO FAR - can I get a refund?


@beerandpizzaplzwrote:

If you have paid paypal and an appropriate amount of time has passed for delivery - and the seller is unresponsive you should open an item not recieved case immediately - no point in waiting - you have some time left for leaving feedback and should do so at a later date.

If you have not paid thru paypal you may still qualify for ebay buyer protection - not sure its as simple as the paypal route tho. gl


You do not have ebay protection at all if you did not pay with paypal.

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Express Postage 7 days late SO FAR - can I get a refund?

 

https://sellercentre.ebay.com.au/news/money-back-details

 

WHAT IS EBAY MONEY BACK GUARANTEE?

--Paragraph Start--

eBay Money Back Guarantee is a form of protection that allows buyers to shop with more confidence on eBay. When buyers check out and pay for an eligible item using PayPal or a credit card, they can get their money back for an item not received or item not as described.

The eBay Money Back Guarantee process is used by buyers and sellers to resolve concerns over an order.

 

Yeah ebay buyer protection is very conditional, but may offer another avenue of appeal if the buyer has paid on credit card.

 

Of course if they have paid an international seller through western union or just sent cash in the mail its pretty much entirely in the hands of the seller.

 

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Express Postage 7 days late SO FAR - can I get a refund?

Thanks for the replies.
I paid with PayPal using my debit card.
I am not in a major city but it’s not small and it’s not rural.
We have an airport so it shouldn’t take much more than a day to get here from Brisbane.

The seller has responded to my first query asking for tracking information. They have said they emailed their supplier that it apparently ships directly from, asking for any tracking details.

In my last message to them I said I’d give them a few more days before requesting a refund. So they have been warned. But I am yet to get a reply from that.

If the item is not at my house or post office this afternoon I will open an ‘item not received’ case. I think it’s more than fair to request at least a refund for the postage.
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Express Postage 7 days late SO FAR - can I get a refund?

If you manage to get the tracking number (if what they said is true) and the parcel really got lost sometimes PayPal refunds buyers out of their own pocket if it is clear that it is neither the seller's nor the buyer's fault, but there are no clear rules and it is basically "at their own discretion". It probably depends on how much you use PayPal, how many requests you have opened in the past etc.

They did it with me a couple of tiems, but for very cheap items from China. You know, now Chinese sellers always add a tracking number (pretty much useless here), so they feel safer.

Ask them for the email or the phone number of the supplier and find out if they are really the ones who are responsible.

That said, you never know what sort of delays there may be at Customs, but honestly, I get normal (not express) parcels from overseas in 8-9 days (incl. the weekend, so basically 6-7 business days), so I think you are right that it is taking far too long.

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Express Postage 7 days late SO FAR - can I get a refund?


@iineedfirewrote:
Thanks for the replies.
I paid with PayPal using my debit card.
I am not in a major city but it’s not small and it’s not rural.
We have an airport so it shouldn’t take much more than a day to get here from Brisbane.

The seller has responded to my first query asking for tracking information. They have said they emailed their supplier that it apparently ships directly from, asking for any tracking details.

In my last message to them I said I’d give them a few more days before requesting a refund. So they have been warned. But I am yet to get a reply from that.

If the item is not at my house or post office this afternoon I will open an ‘item not received’ case. I think it’s more than fair to request at least a refund for the postage.

what makes you think the item will pass through Brisbane Airport?  Is the item being delivered by international courier?  If yes, does that courier have a distribution hub in Brisbane?

 

If the seller was dropshipping, or using a form of dropshipping, then where is the supplier located?  AND, you should ask the seller what the supplier said the handling time is/was.  Maybe the supplier did not have the item in stock and they in turn needed to source the item.

 

If it is a hard-to-source part, it may well be that the item will be sourced from the same supplier/wholesaler that the sellers you avoided were using, meaning there are no time savings to be made in using the UK seller.  The sellers you avoided because they were ‘slow’ may well have been accurate in their estimations of delivery time.

 

Is there anything else about the seller, or transaction, that may affect the delivery time?

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Express Postage 7 days late SO FAR - can I get a refund?

Because Brisbane is my states largest airport.
International flights land there every day.
I don’t know if it is coming via courier or standard international post. And I don’t see how any of the other information you mentioned really matters. It is not a rare part. It’s not a large part. They’re radiator hoses. It’s a week overdue with no follow up and no tracking. That fails to meet the given time frame and a HUGE waste of time and money for me. The other international sellers did not offer any express postage options. But the postage was more than half the price I paid to get it in the desired time.

Transaction was instant using PayPal. Buyer marked shipped within 1-2 days I believe. But it’s still 8 days overdue from the estimated delivery date. I can understand maybe 1-3 days. But not 1-2 weeks.
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