Australia Post missing parcel

[mitty_2010]

Hello , just wanted to know if any sellers can help me , I posted an item in December that required a signature on its delivery , the customer did ask me to post to another address , they paid with Paypal , also asked the item to be delivered to another name other than their own ,although same surname , I paid extra for a signature to be obatined incase of it going missing , Australia Post did obtain a signature from  a resident of that address , however its a different name than it was posted to , the customer wants a refund from me as they dont know the name and have insisted they have not received it , Australia Post have told me that the customer can call them with the track number and they will look in to it , I did let the customer know to call them , however by the sound of the email I received today they have not and are expecting a refund from me , this has never happened to me before after thousands of postings with Australia Post , I did reply to the email and told them that Australia Post will consider a refund and investigate further only if they call the as I can not as I was the sender and a signature has been obtained , any help or advice on this matter will be appreciated , thank you all 

[*sparklz*]

You should ONLY ever post to the name and address seen on the paypal payment for your protection.

If they open a dispute via paypal for item not received and you can not prove postage to the address seen on the paypal payment received email then you will loose the dispute.

When asked to post to a different address than seen on the paypal payment email you should refund and ask them to change the details on checkout.

[mitty_2010]

Yes I read that many times , however I did pay that extra to have some insurance from Australia Post however they are letting me know that only the receiver can make that claim since a signature has been obtained , I also read some time ago that a seller was successful and won a dispute after showing the emails from the customer that it was a request by them to post to another address and they won the dispute 

[phorum_junkie*]

If you heard a seller was successful I am very surprised, the core of Paypal protection is that you can prove postage to the address on the transaction page.

As soon as the buyer asked you to post to a different address you should have told them the only way you could do so would be if you refunded their Paypal payment and they went through checkout again and changed the name and/or address before proceeding to the payment page.

As the parcel was signed for of course AP are not going to just refund you, only somebody at the address the parcel was purportedly signed for could make a complaint to AP that although it said signed for it had not been.

Afraid it is entirely your error and you should pay up or send a replacement to the Paypal address.