Advice Please

[oddsandendsoz]

Hi guys,

I hope you are all well. I have just received a message from a buyer stating that they have received a parcel I sent on Tuesday but without the actual item. The lodged weight was 1.8kg and I remember packing this as I have had very few sales this week. The item was certainly in the box as I had 3 of these in stock all lined up next to each other and now I have two next to each other. I take great care in packing my items so I go through a process and remember going through that same process packing this. I also have to weigh every package as they always differ because my items are all different and sometimes I use packing peanuts and others cardboard fill. 

The buyer is claiming that the parcel arrived weighing only 492 grams and sent through images of the box with the packing materials inside. The thing is I know Australia Post have been getting ever more strict recently with measuring and weighing parcels so I am hoping this time they have also weighed this one. I have replied saying that I am sorry they have had this experience and that I may need to lodge a Police report and also lodge an enquiry with Australia Post. I know for certain the item was packed and sent.

Any tips you would suggest? The buyer opened his message with 'Hi. I am impressed by your 100% positive feedback rating. I'm also impressed by the early arrival of my package. I'm not quite sure how you achieved this rating." this raised some flags for me as it suggests I will be scared about the feedback. I know this could just be an upset buyer though. Any ideas on how to proceed?

[domino-710]

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@lezned-toycollector wrote:

Seriously?? You want to attack the messenger for passing on correct information??? You are kidding, right?

Seriously?? Has the messenger passed on the correct information - pertaining to the actual dispute - not kidding -right??

I made a factual statement which is 100% relevant to the thread, and addressed the OP's issue perfectly.

Did it??

The policy clearly states that a buyer is not permitted to open an INR case when the tracking shows the item as delivered. That's a fact - whether you like it or not. That's exactly what the question was about... and it has never been about sending an empty envelope.

Have you really thought about the OP?? - and given correct advice??

So get off your high horse, and stop insinuating that the OP is dishonest, and that they would send an empty envelope just to avoid an INR claim.

This is rude. No-one insinuated the OP in any way to be dishonest - it is a FACT - this does happen though.

The facts here (as provided by the OP) are that they sent an item, it was received, the tracking supports the fact that delivery was made, the buyer breached the abusive buyer policy by opening an INR claim. All of that is fact.

The facts are - the OP lodged a parcel - it was logged as being 1.8 kg - the buyer has admitted to receiving 492 grams - now it is possible there is a claim with Aust post given that information - as between posting & delivery - what happened??

Also the ' advice ' given perhaps should have been - the case opened really doesn't apply as - something was delivered - but a NAD - not as described - more to the point.

The OP - has proof of postage - the buyer is disputing that which wasn't received?? - this should be put before eBay in the dispute.

At no stage did the OP say they sent an empty envelope. The mere mention of sending an empty envelope is totally irrelevant to this discussion, and rather insulting to the OP

I have never posted anything on these boards while irritated... I've never snapped at anyone... and I've certainly never mentioned any bees, on any level. Don't you have anything better to do, other than passing false judgement on me??

LOL - possibly a selfie is not a good idea as an Avi.

I apologise for getting your nose out of joint by posting nothing but fact with zero emotion involved.

Having read and understood the OP - the buyer abuse is irrelevant - they've opened the wrong case - they could be dishonest - they could be stating the box was really empty - which??

I hope you have a safe and prosperous holiday season... or do you not approve of that fact as well??

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And as you brought up the holiday season - enjoy.

[kh-jean]

Hi everyone,

This thread is getting a bit heated. Please remember that, while it is fine to disagree with others, discussion should always remain courteous and respectful.

Thank you for your cooperation.

[oddsandendsoz]

Thanks for all the input. Strangely after my last message sent saying that we perhaps should let eBay look at this he has become quite polite again. Below is my message sent though the case and his response following that. I am not sure what to make of all this. 

Hi (name removed), I am really sorry you have had this experience and that your item appears to have been stolen after we lodged this. As mentioned we know this was packed because we have a very stringent process when we pack bottles as you would have seen if you had received this. We pack bottles with the utmost care and wedge the bottle to stop it damaging the canister in transit and we use quality materials to wrap the canister and wedge the wrapped canister inside the box again to ensure not moving around. I personally remember packing this item and so given this we are not able to refund you nor replace this item as once handed over to Australia Post we no longer have control over the parcel. As you can see from our feedback we assist our buyers whenever possible as evidenced in our recent feedback. In this case given we are 100% certain we packed your item as we had to weigh it before printing a shipping label, we are not able to assist you. We must now wait for eBay to review this case.

Buyers response - Hi (name removed), sorry to trouble you yet again. Neither of us deserve this, especially me, haha. Could you please send me a copy of the wording that the post office used to reject your claim? If they say it was because I signed for it, then I feel a gotcha moment coming up, because I didn't. Thanks, regards, (name removed).

[lezned-toycollector]

I can't remember the last time I signed for an article delivered by Australia Post. I'm thinking maybe about 2 years ago.

It's all contactless now, so signatures on delivery are made by the Australia Post employee.

If they don't know the receiver, they should ask for identification before delivering the article. Then they will sign their device on the receivers behalf.

If your buyer thinks he's going to successfully challenge the proof of delivery based on the fact that the Australia Post employee signed on his behalf, he'll find himself on the wrong end of that "gotcha moment" he can feel coming on.

[oddsandendsoz]

Yes, it is very weird. And I agree, I have not 'signed'for a parcel for some time either. My delivery guy sees me at my balcony window and I wave and he leaves the parcel/s by the door, but then he knows me and at times is delivering to me daily. One courier driver did ask for drivers licence details. 

Who knows if the buyer does the same as me in that he shows he is home and the driver drops by the door, or if the driver just safe dropped which he shouldn't have done given the SOD paid for. It is all very strange tbh and dragging on and on. He is either a very determined scammer or the driver really did steal the item. 

[jellybirddesigns]

Didn't your buyer say that they had security footage of the delivery?

Ask for them to send you a copy. That will prove one way or the other who signed for it. Not that I think it is relevant to the case that he has opened. In other words, you sent with tracking, he accepted the parcel, therefore delivery was complete!

Hang in there!