Can ebay refund buyer without looking at my postage evidence???

[tank.metal.upgrades]

I posted a parcel to Canada, using Australia Post registered air mail, with signature required on delivery but without online tracking. The buyer opened a case saying that he did not receive the parcel. I requested Australia Post to investigate this parcel immediately. While Australia Post is still investigating, I received a message from ebay saying that they will contact me if they have any questions.

A few days ago, I checked my paypal account and suddenly found that the money was already refunded. Ebay made final decision without asking any questions, even without informing me the results.

I have all the evidence to prove that the parcel is posted. If ebay make a phone call to Australia Post, they can learn about the status of the parcel. How can ebay issue full refund without looking at the basic facts???

Douring the entire process. there is no option to upload/send any documents to ebay, so I sent them to the buyer in ebay system.

Ebay said that it is final decision.

Where is seller protection??? 

How can I resovle this problem with some justice? Can I bring it to ACCC or a small court?

I have long known that buyer and seller are not equal on ebay, but I have never realized that sellers can be ripped off like this....

It is a robbery, I would like to say.

[tank.metal.upgrades]

Message from Australia Post:

Thank you for taking the time to contact us in regard to Registered Post International article RS403200656AU that you have sent to Canada. My name is Clare, and I will be more than happy to assist you with your enquiry today.

The service that has been used to send this parcel does not include online tracking. With that said, we do record some scans that can be viewed internally. Your article was despatched to Canada on 4 April 2016.

I've forwarded your parcel details to Canada Post to investigate further into the whereabouts of your parcel. As a member of the Universal Postal Union, they have 60 days to look into the matter. With that said, we'll work to resolve this as quickly as possible and let you know if we hear from them sooner.

Whilst we investigate, please respond to this email with the value of the contents and the price paid for postage.

If you were looking for a service with comprehensive tracking of your parcel all the way through to Canada, we have a premium service called Express Courier International (ECI). Not only will it arrive quicker, but it will give you full visibility of the items whereabouts, and the security of a signature from the addressee. To read more about our ECI service, please visit; auspost.com.au/eci.

Thank you for your patience whilst we investigate. Please don't hesitate to reply if there is anything else that we can do for you. I hope you have a great day.

Kind regards,

Clare
Customer Care

Australia Post

[tank.metal.upgrades]

Message from Australia Post:

Thank you for taking the time to contact us in regard to Registered Post International article RS403200656AU that you have sent to Canada. My name is Clare, and I will be more than happy to assist you with your enquiry today.

The service that has been used to send this parcel does not include online tracking. With that said, we do record some scans that can be viewed internally. Your article was despatched to Canada on 4 April 2016.

I've forwarded your parcel details to Canada Post to investigate further into the whereabouts of your parcel. As a member of the Universal Postal Union, they have 60 days to look into the matter. With that said, we'll work to resolve this as quickly as possible and let you know if we hear from them sooner.

Whilst we investigate, please respond to this email with the value of the contents and the price paid for postage.

If you were looking for a service with comprehensive tracking of your parcel all the way through to Canada, we have a premium service called Express Courier International (ECI). Not only will it arrive quicker, but it will give you full visibility of the items whereabouts, and the security of a signature from the addressee. To read more about our ECI service, please visit; auspost.com.au/eci.

Thank you for your patience whilst we investigate. Please don't hesitate to reply if there is anything else that we can do for you. I hope you have a great day.

Kind regards,

Clare
Customer Care

Australia Post

[digital*ghost]

Online tracking status pretty much trumps everything when it comes to eBay's MBG, but you can try putting the registered number into Canada Post's tracking tool and see if it gets any results - I often do with packages sent to Canada, even for numbers that aren't supposed to be tracked here or overseas at all. If you get a result, you may have success with appealing the decision (phone them or request a callback, emailing won't get you anywhere - you may also have to try more than once. Contacting through eBay AU's Facebook site may also yield better results, that's manned by Aussies, I believe, they tend to reply relatively quickly. and you can send through screenshots and/or scans of your documentation).

When an INR request comes through, the only option you get is to enter a tracking number, so you can't upload any documents etc just through the request console, but if anything like this ever happens again and you do get tracking results on the destination country's website tracking tool, enter the number and select the other country's postal service as the carrier instead of Australia Post (if possible). 

Canada, however, is extremely problematic at the moment. There is a huge backlog of inbound international packages, with some taking 6-8 weeks to be delivered after posting, so many sellers are removing Canada as a postage option for the time being.  

[lyndal1838]

If you do decide to investigate the Express Courier International option you had better be sitting down.  It is horrendously expensive.

We needed to get some items to my OH's family in Canada rather urgently a few years ago and we paid somewhere in the $70 range...it is much more expensive now.

[tank.metal.upgrades]

Received a message from ebay this morning:

I have looked over this case and can see that your tracking provided was RS403186733AU.  In this case I have attempted to track this package with USPS, Australia post and other tracking sites and am unable to find any confirmation of delivery. Keep in mind that your protection in these types of cases, is valid, traceable, tracking.  If we cannot see a confirmation of delivery or that the item is in transit when a case is brought to our attention, we will always close those cases against you.   In this case because I cannot see that confirmation of delivery, I cannot grant this appeal.

Australia Post registered air mail international comes with signature required on delivery but without online tracking. Online tracking parcel starts from $40. No buyer can accept that expansive postage. I have used the Australia Post registered air mail international for 6 years. It is the first time I have heard that this parcel is not accepted on ebay. 

I cannot understand why ebay cannot make a phone call to Australia Post to find the stasus of this pacel.

When a parcel cannot be tracked online, it is considered "not posted" and buyer will receive full refund. ebay does not give any credit to Australia Post receipt/invoice/any documents. 

What a absurd policy!

Ebay seller protection is a joke.

I am determined to get justice for myself. I will talk to ebay on a court or ACCC or whatever it takes. I cannot be ripped off like this.

[tank.metal.upgrades]

Australia Post and Canada Post are still investigating. How can ebay make final decision and issue full refund to buyer before they complete the investigation???

What if they find out that the buyer already received the parcel and is just lying? This is very likely according to my 6 years experience dealing with online buyers.

[queenslander-one]

Contact the FOS and report Paypal for removing money from your account illeaglly. You have proof of postage and Australia post states in it's own guidelines that Proof of Postage is proof of delivery.

[tank.metal.upgrades]

Many thanks!

I do not mind $41, but I cannot be ripped off like this. I am willing to pay $40000 to get justice, or whatever it takes.

[digital*ghost]

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@henglongtankparts wrote:

Australia Post registered air mail international comes with signature required on delivery but without online tracking. Online tracking parcel starts from $40. No buyer can accept that expansive postage. I have used the Australia Post registered air mail international for 6 years. It is the first time I have heard that this parcel is not accepted on ebay. 

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Registered internationl parcels actually no longer exist, but even before the changes to international parcels a few weeks ago, Pack & Track to Canada cost the same as registered ($21.10) - registered has always been sold as an untrackable service, though would sometimes return results on the destination country's postal websites, while the newer (and now defunct) pack & track service was supposed to provide full online tracking from point A to B, but no signature on delivery. 

@Now, there's just "Standard", which includes tracking at a cost of $23.72, while signature on delivery (as well as extra cover) are optional add-ons (SOD is $4.99, so a tracked parcel with signature required will cost $28.71. There's also economy, @$15~something, but that doesn't include tracking).