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?

[calsof]

I need to use this as my signature :^O

Did it work? Anybody know how to add a signature?

[calsof]

Yeah!

[miniguitars4sale]

I have on average 1 in every 200 parcels that get damaged by AP. What I do is get the customer to put the item pack in the satchel and write on it DAMAGED - RETURN TO SENDER.

Then they just put it in into a red box. When the item gets back to me I then send the customer a replacement and take the broken item with original packaging to AP to fight for compensation.

It has always worked for me so far. I figure that if AP break it then AP can return it to me for free AND pay for a new one!

[calsof]

That's a great idea!

Any problems with packaging having been torn etc?

Never had to return to sender something that's already been opened. 

[miniguitars4sale]

I suppose it could be a problem if the customer completely destroys the original packaging. So far they've all managed to tape it back up however.

[*new2vintage]

" I could tell that particular break could not have happened in the mail. Regardless, I played dumb and sent him another one straight away. "

I'm damned if I'll compensate a scammer.

[calsof]

Nahh, it could have happened to anyone and, anyway, too hard to prove. He didn't know his strength and forgot to press the release button before he started applying pressure on a piece of plastic. Plus I was feeling more generous than in a fighting mood. I'm a moody old fishy 🙂

[*new2vintage]

I rarely ever need to deal will a claim but I refuse to do something I don't need to do even if I'm threatened with negative feedback. Why let people walk all over you ?

[2106greencat]

A package must be packed in such a manner that it can withstand 20kg being dropped on it from waist height.

Standard response -

but still no-one can tell me how to actually achieve said 'safe package' without adding to the weight charge for use of a 'titanium box'!

[*new2vintage]

I don't think it's possible to meet Aus Post's requirements. In some cases it's by sheer luck a package arrives undamaged.