Buyer demanding refund for slow Express Post

[dave4110]

Hi everyone, I recently experienced a situation where the buyer bought an item and paid for Express Post. I sent out the item with Express Post the next day, but the item took about six business days to reach him, because his postcode was outside of the Aus Post Express network According to Aus Post, so it became a regular Parcel Post delivery.

Prior to the receipt of the item, the buyer opened a INR case. While the case was open, I noticed that I couldn't do a partial refund in eBay for the Express Post cost, eBay only allowed full refund for INR cases. I went to PayPal and saw that PayPal has held that transaction, so I wasn't able to do any refund through PayPal either.

I called eBay and PayPal, and was basically bounced between these two companies, Paypal saying the case was opened outside of PayPal so they can't do anything (even though they put a hold on that transaction), and eBay saying for INR they can only do full refund, so partial refund needs to be done in PayPal.

In the end the item was received by the buyer, and the case was resolved. But has anyone else experienced something similar?

[clarry100]

Well if the tracking does not say delivered call ebay and challenge their decision.

Its not in accordance wih their own MBG policy if the tracking does not show delivered.

If you get no joy ask for a supervisor.

[digital*ghost]

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@mel1bah wrote:

So now eBay has ruled in his favour, because as per usual they don't scratch the surface of a complaint. As far as they're concerned I lodged a missing item and the item was delivered... I've appealed the decision and have requested yet again a refund of my extra postage costs.

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I'm presuming this means the package has now been delivered (going by the statement that you are appealing and seeking a refund of the additional postage paid for express, rather than a full refund as you would if nothing was received).

Unfortunately, neither eBay nor PayPal facilitate claimes over postage discrepancies via their dispute process. I understand the reason for your complaint, and your frustration, but what it comes down to here is that they both provide only two reasons for complaint, and receiving the item, but not on time, isn't one of them. 

Just throwing this out there, it may or may not be applicable, though I'm presuming the seller had a short handling time as well (especially if an INR could be opened Friday)? (i.e. if they had a 3 day handling time, that applies to every purchase - express postage is how fast the carrier gets it to you once they have it, and doesn't apply to how fast the seller gets it to the carrier. I know most people think express postage = express handling and express delivery, but it doesn't). 

[mel1bah]

 @tippy - I send most of my items express dropped in the yellow box (no scan) a very small percentage (<1%) arrive late. If you look at this guys feedback, there's numerous positive feedback comments regarding slow post yet apparently Australia Post's fault. Amazingly bad luck with the postal service or repeat late poster? I'd guarantee the latter.

I didn't go guns blazing, the exact message was:

Hi,

Could you please confirm item has been sent? According to Australia Post they still haven't received it.

Regards,

@clarry - I did receive the item six days later (inc weekend). I paid $18.60 for express post, the label was $16, I paid for 'signature on delivery' item which wasn't inclided either. I wouldn't have minded had I got the item within a reasonable timeframe. His feedback is full of people complaining about postage, even in the positive comments and his responses are "do I control the post", "got there in the end that's all that matters", "late delivery, first world problems", etc, etc. As you say the goodwill gesture is to claim a refund for postage from Auspost and refund the buyer (which I've done the few times my items have been delayed).

 @digital*ghost - they have a one business day policy, item bought Tuesday just before close of business. So not being unreasonable, I expected postage Thursday and was delighted when it was marked as sent Wednesday lunch time.

Understand now that postage isn't covered. I think what annoys me most is I knew I was paying well beyond the cost of the service to begin with, and then the service wasn't provided. I usually charge a $5 premium for express post as standard postage is already factored into the items price, though this is not the only seller I've seen charging a huge premium for express and pocketing the original postage costs, but I guess that's a whole different can of worms.

So anyway, as they closed my appeal, I went to leave negative feedback and surprise, surprise the feedback is not showing. Though when I go to leave feedback again it's marked as already left. Hopefully just a glitch in the matrix and nothing more sinister. I was fair in my appraisal of his service, item was accurate in the listing. Communication, postage time and charges were unsatisfactory.

[paky-custom-creations]

So it seems obvious now that eBay filters feedback. Absolutely disgraceful!

[mel1bah]

Sadly that would seem the case, it's been a few days since I left feedback for the seller and it has yet to appear. First time I've seen this happen personally, was hoping it was just a glitch but given it's still missing and your response I think it has purposely been filtered.

Makes you wonder what the point of a feedback system is.

[mel1bah]

Not sure why it locks down the post after so little time, meant to add I wondered whether the feedback was in a queue to be manually approved? Can anyone else confirm feedback is filtered in certain circumstances?

[lyndal1838]

There are circumstances where feedback can and will be removed.

The seller can have it removed if it can be proved to be wrong....as an exmple if the feedback says the item was late but the seller has proof that it was not late.

Ebay will remove it if it contains bad language or any mention of a dispute.

I am sure there are other reasons that I have missed for feedback to be removed.

[digital*ghost]

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@mel1bah wrote:

Not sure why it locks down the post after so little time, meant to add I wondered whether the feedback was in a queue to be manually approved? Can anyone else confirm feedback is filtered in certain circumstances?

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I have had feedback left not show, but they've been positives - I just mention that as it is a glitch that can happen on eBay from time to time, regardless of the nature of the FB, so it might be worth contacting eBay and asking them what the deal is.

The only other restriction I know of is that you can't leave a neg for a Powerseller earlier than 7 days after purchase, I don't know if that applies here, but usually the system will prevent the feedback rather than allow it to go through but not appear. 

[mel1bah]

Thanks all.

Definitely no profanity or mention of the dispute. Something along the lines of poor seller / customer service avoid!

I'll give it until tomorrow then ask again. Just so annoying as I practically jump through hoops for my customers and quite often even though privately they'll state how happy they are, they don't leave feedback and asking for such is against eBay TOS.

Then a seller that obviously has a history of poor service avoids a negative.

[character_parties_aus]

I send quite a lot of Express Post ( several a day, not on ebay) outside of the guarantee zone. Generally I find they arrive within 2 sometimes 3 business days. Very occasionally I have a doozy that takes regular speed but I would say it's 1/70 and I send quite a lot to regional areas a day or twos drive out of Perth for example.  I find the service very good and most economical regionally if P/O satchels are used ( I buy in lots of 100 and get 12.5% discount) . It is extremely rare for me to be positive about Aus Post but this service generally has served me well.  As per previous if its outside of the zone then you wont be getting any free satchels.