A sold item was sent with tracking. AP records show it was delivered.Buyer says she hasn't rec'd it?

[phorum_junkie*]

What type of tracking exactly? If it was an ordinary satchel or parcel and the tracking shows it has arrived at the delivery centre then that is not proof of delivery to the buyer's address. If you used tracking with signature required or click & send and it shows as delivered to the buyer then you are OK, just tell them it is showing as delivered and suggest they go to their local PO and make enquiries.. 

If it was not fully tracked first ask them to check with their neighbours to make sure nobody took it in for them and give them the tracking number and tell them you are initiating an AP investigastion to see what happened to the parcel. 

If they open a Paypal dispute and they find in your favour that may not be it if you didn't use the better tracking. If it only shows as delivered to the mail cantre and the buyer knows what they are doing they will appeal and Paypal will then find in their favour. You will have to fight it out with Paypal as to if they cover the refund or you have to.

[jimbojones99]

Thanks phorumjunkie, it was a AusPost 500g bag with tracking. It was scanned at the customers local PO at 2am and charted as delivered by 5pm that day. I noted on the listing that I suggested paying the $3 extra for registered, as I wouldn't be responsible for lost items.. Buyer is saying she will cancel payment, which I think is unfair as Ican prove it was posted

[tstore]

Sellers are always responsible for lost parcels irrespective of the fact you have written you won't be liable if they don't pay for SOD

[*crikey*mate*]

I don't know how a buyer goes about cancelling a payment, but, here's what you can do.

Encourage your buyer to open up a dispute with PayPal.

They will ask you to provide a tracking number AND proof of lodgement. If you can do both, PayPal will find in your favour.

Also, ring up Aus Post and raise a claim. Get them to investigate where the package is.

They will investigate. If they can't find it, they will reimburse postage. PLUS, if you are firm, tell them that you wish to be reimbursed under their discressionary payment policy (value $50) They will umm and ahh and try some fancy footwork as to you "shoulda got SOD or Insurance - but hold your ground.

Tell them that you paid them to deliver your item from point A to Point B. That is what they agreed to do when you entered into the contract with them. You have proof that they took posession of the parcel (don't you? You do need a lodgement receipt - although the fact it is in the system kinda confirms they did have the parcel)

anyway, hold your ground. They will cave. Then you get the refund - up to you then what you do with it I guess. Keep it, split it or pass it on in its entirety to the customer.

[chiselman07]

You should always use tracking with signature

[davewil1964]

I don't. i use C&S satchels which are fully covered by paypal seller protection because I can prove posting, which is all that is required.

Besides, they are about $4 cheaper than standard satchels with SOD, which means I actually sell things.

[*crikey*mate*]

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@chiselman07 wrote:

You should always use tracking with signature

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Why?

As far as seller protection goes with PayPal, you only need to provide a tracking number and proof of lodgement.

ATM, even with the SOD, you're not guaranteed it's gonna happen - Aus Post seem to be having a heap of teething problems with their new "initiatives"

Adding SOD just drives the postage price up for no real benefit to anyone except for Aus Post.

[i_am_shellybell]

Sorry, I do not think that is correct. A basic tracking number and lodgement proof does not prove WHERE you sent the item. You could have sent the item to your mother/aunty/dad/uncle/friend or the wrong address. I agree that signature on delivery is not required providing you can prove where/to whom you sent the item.