Buyer hasn't received item

[kimbooley89]

The buyer contacted me yesterday to say that she hasn't yet received her item - nearly a month after it was posted.

I posted the item on October 19th and, according to the tracking number, the package was delivered on October 21st. I suggested she check her local post office in case she hadn't been home when it was delivered and that the postie had perhaps forgotten to leave a card, so she did that and said the package wasn't there.

My question now is, if I go to my local post office and give them the tracking number will they be able to tell me the exact address the package was delivered to?

[clarry100]

But in this case the OP had said she had hand written the address label then mailed it as a regular parcel so there would be no connection of any sort to any part of the buyers address, not even the town or postcode. So without that she fails to meet sub para 3 and will therefore most likely lose an INR case unless the CST/robot totally overlooks that requirement.
To my way of thinking if you are going to hand write address labels you need to take a pic at the PO once they attach the tracking label so that the tracking label and address are both clearly visible.
It's for this reason we use C&S when we send tracked parcels And then lodge over the counter to satisfy sub para 2 as well.

[*tippy*toes*]

If it was sent as a tracked parcel then the town/suburb will show on the tracking, which is why you upload the tracking number into the dispute. Of course, if it's sent as a large letter, then there is nothing you can do.

If the buyer who had this tracking had opened an INR, then I would have won because it shows as delivered to his town/suburb

[clarry100]

Oh Tippy... yes of course.

I had forgotten about this aspect of tracking info. Thanks for the education.

In that case I revise my thought that the OP would lose an INR case. With this I now think she would win, as you so correctly point out.

As long as her tracking delivery scan event shows the town/suburb then that should be sufficient connection to the buyer's address.

[kimbooley89]

Thanks for all the help, guys - much appreciated.

So basically my next course of action is to have the buyer caller Aus Post and lodge an enquiry, and then they should be able to tell her (based on the tracking info) the address where her item ended up?

I've let her know anyway. I'm sure she won't be terribly happy about it and I do feel bad that this has happened, but I'll wait and see what she says.

[dazzledayz · Accepted solution]

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@kimbooley89 wrote:

Thanks for all the help, guys - much appreciated.

So basically my next course of action is to have the buyer caller Aus Post and lodge an enquiry, and then they should be able to tell her (based on the tracking info) the address where her item ended up?

I've let her know anyway. I'm sure she won't be terribly happy about it and I do feel bad that this has happened, but I'll wait and see what she says.

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Actually your best course of action is

1. Open a case with AP for a missing parcel (claimed non-delivery) - you can do this just as I have done in the past and it's important as AP will notice if any more items go missing to this buyers address or area.
2. Refund the buyer thru eBay (item + postage) and send them an email explaining what you have done and why (including step 1 above).
3. Submit a claim to PayPal under their seller protection policy (they will refund the total you refunded the buyer less their 30c transaction fee if your tracking shows delivery to the buyers delivery centre).
4. If you have done the refund through eBay you will automatically be refunded your FVF's.

It's a pretty simple process, it works quite smoothly and PayPal view it as a cost of doing business.

They will also keep an eye on the buyers account and flag any repeat performances.

Letting the buyer know that you've engaged AP will make them think twice about repeats if they are in fact scamming.

[ozstockman]

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@allfixelectrical wrote:

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@kimbooley89 wrote:

My question now is, if I go to my local post office and give them the tracking number will they be able to tell me the exact address the package was delivered to?

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Aust post won't deal with the sender regarding items that have already been marked as delivered due to privacy reasons.

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It is actually other way around,. They will deal with a sender only. I have heard it from them many times. And it does make sense because only a sender pays for postage to Australia Post and only a sender holds a receipt for that payment. 

[thecatspjs]

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@ozstockman wrote:

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@allfixelectrical wrote:

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@kimbooley89 wrote:

My question now is, if I go to my local post office and give them the tracking number will they be able to tell me the exact address the package was delivered to?

---

Aust post won't deal with the sender regarding items that have already been marked as delivered due to privacy reasons.

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It is actually other way around,. They will deal with a sender only. I have heard it from them many times. And it does make sense because only a sender pays for postage to Australia Post and only a sender holds a receipt for that payment. 

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If an item is marked as delivered Australia Post request the addressee contact them http://auspost.com.au/parcels-mail/missing-mail-items.html

[thecatspjs]

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@dazzledayz wrote:

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@kimbooley89 wrote:

Thanks for all the help, guys - much appreciated.

So basically my next course of action is to have the buyer caller Aus Post and lodge an enquiry, and then they should be able to tell her (based on the tracking info) the address where her item ended up?

I've let her know anyway. I'm sure she won't be terribly happy about it and I do feel bad that this has happened, but I'll wait and see what she says.

---

Actually your best course of action is

1. Open a case with AP for a missing parcel (claimed non-delivery) - you can do this just as I have done in the past and it's important as AP will notice if any more items go missing to this buyers address or area.
2. Refund the buyer thru eBay (item + postage) and send them an email explaining what you have done and why (including step 1 above).
3. Submit a claim to PayPal under their seller protection policy (they will refund the total you refunded the buyer less their 30c transaction fee if your tracking shows delivery to the buyers delivery centre).
4. If you have done the refund through eBay you will automatically be refunded your FVF's.

It's a pretty simple process, it works quite smoothly and PayPal view it as a cost of doing business.

They will also keep an eye on the buyers account and flag any repeat performances.

Letting the buyer know that you've engaged AP will make them think twice about repeats if they are in fact scamming.

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A seller cannot "submit a claim" for seller protection

Only a buyer can submit a claim - seller protection then applies if item tracks as received by Australia Post & addressee details (or destination suburb) can be vaildated.

A seller / buyer should not attempt double dipping via two or more different sources (paypal / eBay / seller / Australia Post)  at the same time.

[kimbooley89]

Well, the situation has been resolved.

The buyer contacted me today to say that the package had actually arrived at their location and been misplaced. Her apartment manager had put the package away for her before they'd gone on holiday and he'd forgotten to tell the other staff member filling in for him to give the package to my buyer.

It was an annoying little mix up that had me worried for the longest time, but I'm just glad it's finally been worked out!

[*tippy*toes*]

Good result and an honest buyer. They could easily have said it never arrived. Kudos to them!