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?

[twyngwyn]

was the item tracked? can the carrier provide pics of delivery?

[oddsandendsoz]

Hi, thanks for your reply. Yes, all my items are tracked, fully insured to value and require Signature on Delivery as they are alcohol. Buyer claims that package did 'not look like it had been tampered with'. 

[jellybirddesigns]

Do you think the buyer is fishing for some type of refund since they can't claim that it wasn't delivered?

What is their feedback left for other sellers like?

Also, isn't it prohibited to send alcohol unless it's going by rail or truck? Do you have to have a special licence? Could be wrong though.

[kopenhagen5]

As twyn suggests and check the buyers feedback, both feedback left and received to see if there are any signs of aggression.

What is puzzling is that the buyer doesn't tell you if the package appears tampered with, and as you suggest seems to immediately attack rather than think the item has been stolen in transit.

[oddsandendsoz]

Feedback all seems ok. I always check a buyers feedback as soon as a sale comes in to see what I may be dealing with. Their feedback for others seems ok, perhaps with a few that might suggest there has been some 'negotiating' but nothing obvious. I agree, I was a little surprised that 1) they mentioned my feedback and that they are not sure how we have that rating, and 2) That they imply that the likely scenario is that we did not put the item in the box, not that it has been tampered with. 

My fear is that the buyer will refuse to take to the Post Office which it seems is an Australia Post requirement nor lodge a Police Report? The hope is that given AP are becoming ever more strict with the dimensions and weight that they are checking each parcel?

[curraone]

The lodged weight was 1.8kg

Do you have the postage receipt stating this?

[oddsandendsoz]

Thanks for your input. It could be possible that because we pack our items so well that we have eliminated many of the ways that a buyer could get a refund. By this I mean we have to send with signature on delivery, they have to be tracked and we pack our items at least as good as the very best alcohol retailers as we always use bubble wrap no matter the value of the item. Many retailers just send in a box and hope for the best. It may be that the buyer had hoped we did not send with signature on delivery (some alcohol sellers do not do this) and/or hoped they could claim damaged bottle but then seeing how we send knew this would not work so is claiming that it was not in the box. 

[oddsandendsoz]

So buyer has responded to my first response to their initial message with the following "Hi (my name deleted), thanks for for prompt reply. I will contact the post office so we can attack with a pincer formation and have also sent a copy of your email to my frends who have taken a deep speculative interest in this event.
Regards, (buyers name deleted)".

It seems good that they are willing to go to the Post Office but a bit weird that they need to inform me they are letting friends know. 

[oddsandendsoz]

Unfortunately not. We do all our labels on the Australia Post MyPost website. But we always have to weigh each parcel even if it is the same item because the void fill materials changes and sometimes we wedge the bubble wrapped bottle with cardboard of different thickness and weight to ensure no rattling and movement therefore they weigh different amounts.