what am i covered for if customer does not receive click and send item

[purplespoilz_au*]

Hi

I use the click and send satchels, and visit my local post office every day with my goods which then get scanned in and sent off.  I always get given a receipt as proof that the items get scanned in.

A customer has sent me an email today saying something they bought on 28th June has not arrived yet.  We both live in SA.  I checked the details and it was taken to the post office same day with a whole bunch of other stuff which got scanned in fine.  For some reason, this one was not scanned and the customer didn't get the item.

I didn't keep the receipt they gave me for that day, as it was over a month ago now.

Where do I stand with this issue ?  Of course I will replace the item for the customer, but if the post office didn't scan it in properly and it's gone missing, is anyone able to claim some sort of reimbursement and how ?

My experience with Australia Post to dat has not been great.  Items have gone missing on a few occassions and they never turn up and they have wiped their hands of the whole thing.  They have also damaged things in the post too, and made me jump through hoops to get any reimbursement back.

I'm not liking my chances here ....any ideas ?

Thanks 🙂

[australiapoststore]

Hi Mum,

I'm sorry to hear your customer hasn't received their purchase. Unfortunately as others have already said, unless you opted for signature on delivery there is no compensation agains loss available, however all may not be lost. Our website tracking only holds scans for a limited time so it is possible that this was actually scanned, you just can't see it online.

If you have the article number handy I can have a look through my internal systems which hold scans for a lot longer.

Alice