Buyer wanting refund for item broken by Aus Post

[reallygoodbits]

I recently sold a small Chinese ceramic container & packed it in bubble wrap with styrene beads plus cardboard & then put it in a bubble pack. Buyer did not pay insurance but I understand that Aus Post will refund broken items under $50 if they are well packed. I told the buyer & he took the item ( I have seen the pictures of it broken so he is telling the truth) into his post office & they said it was insufficiently packed which is why it broke. Not sure what else I could have done. Haven't got styrene packaging. By the pic it looked like it had a hard impact as it was in quite a few pieces. 

Does anyone know who I can ask the buyer to go to for a refund. It's not fair that I have to lose out. He wants $15 back & I only made about $4 form the sale in the 1st place. I am think there's a number to call at Aus Post?? Woudl love some urgent feedback... I'm a 100% feedback seller & have sent items all over the place. Tried emailing Paypal about the procedures when buyers want refund by they keep giving me answers that have nothign to do with the question.

Thanks in advance....

[lemmehavit61 · Accepted solution]

I have ahd the same problem with a 5kg alternator. Australia Post ghas a facebook page. I posted my complaint on thier facebook page and they were very quick to contact me, wanting to take the discussion to private message. However from there you will get the runaround. I am still following up. What I was told to do was take the broken item and all packaging into Australia Post and they keep the item until the matter has been investigated. These are the steps I am doing tommorrow. Keep pushing at them, and decline thier offer to go to private messsage on thier Facebook page if you choose to use it. Keep it public.

I hope this is helpful.

Best Of Luck,

laurie.