Buyer wants refund, item not received, but I want to wait until AustPost resolves case (10 days)

[reneeangel76]

Should I just refund her?   I've raised a case with Australia Post but I'm scared I'll get negative feedback because AP take 10 days to resolve cases, this is out of my control.  Item left Vic 19th June, still not delivered on 11th July - should I just refund??  

[create_fashion-com-au · Accepted solution]

Hello,

I personally would wait for AP to finish their investigation, so you know if the buyer has actually received the item or not.

It's not your fault, you done your part of the contract by posting the item. You shoud make the call to the buyer and explain the situation and what you are doing.

Sometime, AP does not update their scans so its hard to keep track of the tracking.

Just keep on contacting Australia post to find out whats happening, they will not call you (unless your lucky). I have been in this situation before and the parcel turned up just took ages to get there (no fault of my own).

No matter where within AUST the parcel should have arrived well within 3 weeks.

I dont know how much the item cost, however I believe Aust post can only reimburse you a max of $100.00 (as thats the Insurance).

Its best to speak with your customer and see what they would like as a outcome to avoid neg feedback. This is the cost you'll be upagainst with online sales. Sometimes these sitautions happen and its out of our hands.

It might be more cost effective for you to post the item to the customer again express post (if you have the same item the customer purchased), just put it down as an expense to your business or simply reimburse full cost including postage (if thats what the customer paid).

There is no right or wrong answer, its what you think is best for your customer and your business.

Just let the customer know if they receive their item to contact you and you'll arrange a return satchel so they can post it back to you.

Other than that, wait until Aust post gives you an update.

Best of luck 🙂