Buyer claiming item not delivered

[brok9n]

Hi,

I've recently sold an item and and posted it on the 9th of Sept, and according to Australia Post's tracking it has been delivered on the 12th. I've provided the seller with the tracking number and informed him what I know. Now he has contacted me saying it wasn't delivered on the 12th.

I'm curious what my options are now, should I inform him to contact Aus Post? Also, can he claim a refund through Paypal or something along those lines (I still have the receipt for posting the item too)?

Thanks.

[coast_golf]

I've been having heaps of issues with tracking numbers showing as delivered when they weren't. They usually show up a day or two later but doesn't stop your buyers from having major panic attacks!

If you have a receipt with either the buyers address or postcode displayed (all items over 500g) then you are covered in the event of an INR claim.

[brok9n]

That's good news as the receipt has the postcode on it. And I just double checked, the tracking indicates it was delivered to the wrong suburb (they're right next to each other though), so I'm unsure if it has been left at the local PO or delivered to the wrong address all together. Either way I think I'm going to advise the buyer to contact Aus Post.

Thanks.

[thecatspjs]

Is the buyers address correct?

Has the buyer checked with their local post office if it was delivered there? Scans unfortunately do not always reflect the actual action that has occured.

Does the tracking scan show the AP delivery centre details ? Is the location of the delivery centre consistent with the buyers address?

If all is in order with above, then IMO as the sender I would advise that you ring AP and request an AP missing parcel investigation, specifically authorise AP to let the buyer make enquiries enquiries directly regarding the progress of the investigation (saves you messaging - and shows you are taking the lost parcel seriously).

** Too slow typing and ^^^ post above clarifies some of the mystery

[brok9n]

The buyer has contacted the Post Office and they said that the item was delivered on the 12th, however as it did not require a signature it is likely it has been left there. The buyer believes it may have been stolen, however he is contacting the contractor who was tasked with the delivery.

If the item has indeed been stolen, am I liable to give a refund? And I did offer registered post as an option on the item, however the buyer chose standard.

Thanks.

[coast_golf]

I've been told by AP on a number of occasions in recent weeks that the package had been safe dropped yet miraculously they were all delivered within the next week. They really have no idea where your package is or whether it has been delivered or not.

If it has in fact been delivered then you are covered by Paypal by virtue of the receipt with postcode. It's up to you whether or not to refund the buyer and seek compensation from AP but as you offered registered post as an option I wouldn't feel obligated personally. It's also possible, albeit unlikely, that your buyer is trying to pull a swifty.

I'm now having the opposite problem as well, items that have been delivered but are showing as in transit. I've sent a couple of things by express post and have made enquiries when they are showing as in transit 3 days later. AP have later contacted me asking me what name I want the refund in despite the fact that the buyer had in fact confirmed that they received it the next day as per usual. When I've told them that the item was delivered I've got some rather shocked responses, seems no one at AP has any idea what is going on. Prior to the last few months I've had very few issues so perhaps it's teething problems with the new tracking numbers, I really have no idea (much like Australia Post!).

[coast_golf]

Just had a look, I assume it's the Xbox? Items like that are common targets for scammers and your buyer only has a couple of feedback which increases the chances that their claim is not legitimate. Still unlikely of course but I wouldn't discount the possibility that this is a scam attempt.

[brok9n]

Yeah it's the xbox. And I don't feel obligated to offer a refund as I offered registered post. Either way hopefully it works out for the best.

Thanks for your advice.

[thecatspjs]

I would still request that AP open an investigation - it just takes a phone call. 

If the buyer has actually received the parcel then an AP investigation may reveal this, (ie. might be someone who makes a habit of it).

If they have not received it, it may appease them a little that you have taken some action towards resolution.

[putney32]

agree with the cat..... YOU should open an investigation with Aust Post for 'missing parcel' too.

your obligations are NOT cancelled when a buyer declines to use Registered POst (but registered post is no longer available, it is Signature on Delivery now and YES it is for YOUR protection, not the buyers, he has Paypal protection)