Customer claims goods not received, AP showing as delivered

[danemoderne]

31/10/12 10:23 Delivered
31/10/12 06:58 On board with driver for delivery today
31/10/12 02:41 In Transit

I would really appreciate your help on the recent eBay sale I had.I sold an item on Sunday night and had it posted on Monday morning via express post 5kg satchel. I have checked the tracking via Australia Post tracking on Tuesday and it showed as delivered. On Friday I received the message from the customer saying that they have not received the goods. I immediately called AP customer service on was on hold for over half an hour. The customer service rep was trying to be helpfull, but the investigation had to be open to get more details and to get in contact with the driver, this takes up to 10 working days. This has never happened to me before and I'm puzzled, as how something could be showing as delivered and the customer claiming the opposite. Also, where do I stand as far as any sellers protection goes, as I may have to issue a refund. Please find above the Australia Post delivery details, I have taken the suburb out for privacy issues. Many thanks!

[foxette-in-sox]

Express post does NOT cover you as a seller in the event of a claim unless you posted via Platinum express??

[danemoderne]

Thank you, no I have posted via Express post satchel.

Adding insurance + platinum service is more expensive and I would have to cover that cost, as I can't see people paying an additional $5.00 for postage. 

What I find very strange is the fact that when something shows as delivered it usually is. Most people are honest.

I have already offered a full refund to the customer, which I will honour next Friday.

[thecatspjs]

My advice, is a bit after the event, but OP so you know in the future you can get proof of Express Post by completing a Aust Post lodgement form and having it stamped at the post office.

I have had no problem getting my three regular Post Office's cooperation to stamp when I "lodge" my parcels, though other posters on this board have found some Post Office's won't oblige, so you may have to locate a Post Office near you that is helpful.

In the event of a missing parcel like this one, you then have the necessary documentation to show proof that parcel was posted to the addressee.

[leader-of-the-band]

5kg express post satchels have the tear-off strip at the top that gets stamped by Aust Post as proof of lodgement, and has the buyers address on it as proof of addressing.  Every time I have used the 5kg satchels this has been the case!

Proof of address, proof of lodgement and tracking to prove delivery.

[danemoderne]

Thanks thecatspjs!

My local Post Office does not offer this service. They are very, very busy. The nearest post office that offers the lodgement form is 7km away and I don't drive. So as you can all imagine traveling 7 km one way with a large parcel can be rather tricky and time consuming.

But, even I did this option I'm still not covered with Australia Post, or eBay. There will be no difference in customer claiming that they have not received the parcel, as the 10 day investigation tends to resolve only the postal address and not whether the parcel has been received, as it is already showing as delivered.

[***super_nova***]

Just because it is showing as delivered, does not mean it was delivered to the correct address, or that it was not just dumped on front step and taken by passer-by.  (do not safe drop stickers are a good idea - available for free from PO)

You need to contact the buyer and explain that the tracking shows it as delivered, and that you are initiating investigation with AP, and tell them they will require stat dec saying that they did not receive the parcel. 

If you have proof of posting you would have PP protection; if you posted without proof, the buyer can open INR case, does not matter what AP says.

BUT, AP has to investigate claims that parcel was not received. 

[danemoderne]

Thanks so much  ***super_nova*** I have read a lot of your replies in the past and find them extremely helpful, pragmatic and

informative.

I completely understand about the address and that is exactly what AP is trying to establish. 

What do you mean by a stat dec, will AP be sending the form?

I have already made contact with the buyer and just waiting on the AP findings now.

Thanks again!

[thecatspjs]

I can only suggest having a chat with your post office when they are not busy. 

I find most POs very accommodating, including one in the Melbourne CBD, you don't get much busier than that. 

Indeed all they are required to do is stamp the Australia Post form with their PO date stamp - all of 2 seconds to assist you - the customer.

I beg to differ, you are still covered by paypal - if you use this option, as you have proof of addressee details.

[Anonymous]

Dane...

are you saying you posted in a 5kg Express satchel but DIDN'T get the tear off tab stamped ??

The 5kg Express satchel is the only one out of the 500g, 3kg & 5kg set that will give you seller protection but only if the tear off has been stamped when lodged at The PO.