AusPost compensates buyers for damaged items???

[calsof]

Ok, I really need my beauty sleep right now but this one needs answering so here goes:

I called AusPost yesterday to ask about damaged item in the Post.

Now, the buyer sent me a photo of his damaged item and I took it with a grain of something white as I know my products and my packaging. I could tell that particular break could not have happened in the mail. Regardless, I played dumb and sent him another one straight away.

After that I called AusPost. I told them that the buyer is claiming item damaged in the post. What to do?

They said that the addressee needs to go to their local Post Office and fill out a form, leave the item there with all packaging, and, if approved, he will get compensation.

Now, the way I see it, if I wasn't happy to send another item to the buyer, he would be out of pocket with no item and, if approved, might have got a refund. Not so much worried about this particular case, but it's a worry when it comes to a lot of legitimate cases. 

I am the one who paid AusPost, the buyer is the one who paid me. I have an obligation to provide a service to my buyer (re-send the item) while Auspost has an obligation to provide a service to me (compensation if applicable).

Is this true? Is that the way it should be? How can I avoid my buyer ending up with my product + compensation? Or can't I? If the buyer is fair dinkum I may get compensation sent back to me by the buyer after the fact. But how do I know if this will happen?

Where's Alice when we need her?

[peternt2001]

i cant understand that, " if an item is deemed to have been packaged properly Aust Post WONT pay out " ?

I would have thought that if it had been packaged properly they would pay out because obviously it is their fault.

If it hasnt been packaged properly they should hesitate about paying out. Like not wrapping something glass or crystal and putting it in a non padded bag, is silly so Aust Post should say they arent responsible because it wasnt packaged properly ?

[*new2vintage]

" If the item has been well wrapped by you, and the PO deems it to be properly wrapped, then the buyer will NOT get compensation. " I've taken that quote from Lyndel. I don't know how correct it is.

[jensmanchester-australia]

I would have thought that if it had been packaged properly they would pay out because obviously it is their fault.

I wish that was true. I have yet to be successful with Australia Post accepting responsibility when a parcel has arrived damaged or missing contents. These are just some examples.

One buyer had a box arrive which was saturated, had a big hole in it and stank of wine. The box was quite a thick box. Obviously whilst in transit a cartoon of wine had smashed and saturated the box I had sent. I had sent three quilt cover sets in the box but by the time it arrived one had fallen out of the hole in the box so the buyer only received two.

Australia Post refused to pay out because they said I couldn't prove that the buyer had only received two. In this case even the contractor made a statement saying the box had a hole in it and that it stank of wine.

Had another box arrive with the bottom of the box saturated right through which had damaged part of the contents. Again AP wouldn't pay out compensation as I was told I could have sent the box already wet so I couldn't prove it had got wet whilst in transit.....as if I would send a customer their order in a wet box.

Currently I have another one where the satchel has been cut open and part of the contents removed. The customer refused to accept the parcel as they could see what had happened so it was returned to me.

The cut is a clean cut it and not a tear. My local PO has agreed that the parcel has been tampered with but AP customer service seem to be coming up with every excuse under the sun not to compensate.

All parcels were packaged adequately and all problems were the fault of AP but trying to get them to accept responsibility is another matter.

[davewil1964]

Ombudsman?

[bsal6160]

SO calsof, what you are really saying is that the buyer was a lier....?

[tall_bearded]

Jensmanchester

When you lodge a claim with Aust Post, that claim is being made under the Australia Post’s Discretionary Claim Policy.  Discretionary Claims means, claims that Australia post will determine (accept or reject) at its own discretion using its own policies.  Discretionary claims are the first step in the dispute resolution process, and should you be dissatisfied  with the outcome, you can do one of two things.

You could lodge a complaint with the Postal Industry Ombudsman,  who will  deal with your complaint as a negligence claim, applying the civil standard of proof, and if they find that negligence has been proved, they have the power to force  Australia Post to pay compensation. Link http://www.pio.gov.au/

The alternative is you can lodge small civil claim against Australia Post.

Of the two, I recommend the Ombudsman, not only because the compliant service is free, but one or their functions is to monitor Aust Post’s performance and provide regular reports to the Minister, one of which is how well (good/bad) Australia Post’s Discretional Claims Process is working; a copy of which is also available to Senate Estimates.

Therefore if you, in your business model, continue to underwrite the buyers liability when it comes to items damaged in transit, then I suggest you not only become familiar with this process, but also where necessary use it.

Oh and by the way, the first time after you use it,  you’ll be surprised at the level of positive cooperation you get the next time you have a problem. 

[calsof]

SO calsof, what you are really saying is that the buyer was a lier....?

Liar is a very strong word 😉

[freshwater-2]

Some years ago I won 6 iitalia 1960's candlesticks from a Canadian seller.  The wrapping was completely inadequate and two of the items were smashed.  My first visit was to the post office.  They were willing to put in a claim for me but I had to surrender all the 6 items to Oz Post.  I had no intention of surrendering the 4 undamaged items.

Then I very courteously contacted the seller and sent him pics of the wrapping and items.  He gave me a perfectly reasonable explanation of what had happened.  He was mortified.  He offered to give me a full refund and I keep the 4 items, or I could choose some other items off his great website as compensation....I went with that.  A win/win situation for both of us.  Subsequently I continued to buy other items from this seller.

Lesson....don't get an aged rellie to do your packing for you.

The point of this post is the P.O. requiring me to surrender all the items.   And......how nice and co-operative sellers are.....well all of mine anyway.   The key is courtesy.

[lyndal1838]

Freshie, I have made a number of claims through Australia Post for damaged items, both successful and unsuccessful.

Never have I had to surrender any of the items, although I know this is in their Terms.

I was just old by the post master to hold on to the items until the claim was settled.

It would seem that it is up to the individual PO what they do in this regard.