Delivered on Australia Post Tracking but buyer claims did not receive

[thereallygoodbookshop]

Hello everyone,  first one I have had of these and it hasn't ended well so far.  I had a buyer in Blackheath NSW.  Parcel was delivered 3 days after it was shipped with tracking by Australia Post.

3 weeks later the buyer opens a item not received dispute so I commenced a lost parcel enquiry with Australia Post.  The item delivery on Australia Post says Alexandria which is a bit of a distance from Blackheath so I thought maybe there has been a problem with AP.  I googled it and Alexandria is some sort of huge business hub but my contact through the AP parel enquiry says it probably should have gone through Nepean.  I don't know my NSW geography that well so I am not sure how right that is.

Now I am absolutely sure that the tracking number and the buyers address information was 100% right on shipping.  We cross check these things because we are paranoid of errors.  I keep all the invoices with tracking filed for reference too.

The buyer never enquired with me about the parcel prior to opening the case.  I have communicated with her since and advised about the AP missing plarcel enquiry.  This evening without getting back to me she asked ebay to make a decision and within 20 minutes they have refunded her without any more enquiries with me and I didn't even know it had happened until it was already closed.

Needless to say I feel a bit aggrieved.  So, previously I thought that tracking was sufficient but obviously that is not  the case.  Australia post has asked me today for 5 more days to look into it.  I am down $77.45 on the whole transaction so not a very happy ending for me.  Have I been scammed?

[thereallygoodbookshop]

Thankyou Clarry, I will give that a go and see where it takes me.  Thankyou for your help.  Next time if I get one of these I have to remember to upload the tracking number on the actual dispute even though I already had it uploaded on the sale.  That part wasn't very clear but next time that will be the first thing I do.

[thereallygoodbookshop]

Hi again Clarry, I just looked at the Financial Ombudsman Service and ebay isn't a member so they cannot help.  Paypal Australia is a member but not ebay.

[3415len]

this is a common problem we have had a number of tracked items go missing but when customer places claim thru ebay it is always in buyers favor Australia post are usless , even with tracking and they ammit they lost parcel you cannot even get your post cost back , so much for Seller garantee as well we also lost items shipping cost thru Registered International post as there is no tracking once it leave Australia , Ebay states you should go with Delivery companies that can track parcels all the way yet there in bed wirth Australia post , it is all just a big scam  the stress that Ebay place on sellers can sometimes get to you , try to just move on , black list customer is only little bit of respite yuo will get

[lane-ends]

was the tracking via ebay labels with the address imported, or was it a self addressed package withe just the tracking number uploaded.. ie is there proof of correct address?

[designers*n*more]

Isn't this ridiculous on eBay's part. The tracking number was provided on the order details. Now if eBay did what they say when it comes to disputes, "we will thoroughly investigate..." . So much for thoroughly investigating... They can't even follow their own procedures! So unfair. They would've easily been able to see the tracking number with a couple of clicks of the mouse!

[thereallygoodbookshop]

Hi everyone,  it was regular AP satchel with tracking and I uploaded the number to ebay when it was shipped.  I still haven't heard back from the missing item enquiry.  On Monday they asked for another 5 days to look into it further so maybe I will hear back from them tomorrow.  I have blocked the buyer as you have suggested.  What annoys me the most is that the buyer never made any attempt to contact me before commencing the item not received process.  The tracking had shown delivered for 3 weeks prior to her doing that.  She immediately asked for a refund, not a replacement of the books which also made me suspicious.  We take photos of every labeled parcel now.  We do use couriers as well but sometimes depending on the location it is slightly more economical to use Australia Post and yes I see the irony in this case using AP as we have lost out considerably.  If it happens again at least I will be better prepared for how to go through the process thanks you guys in this forum.  I now know not to expect any constuctive help at all from Ebay.

[sparrow2207]

"The item delivery on Australia Post says Alexandria"

Your parcel has not even made it to its destination.  Alexandria is in Sydney and Blackheath is in the Blue Mountains a couple of hundred kilometers away.

Looks like it has gone missing in the post and unlikely the buyer is scamming you.

AP need the extra time to investigate what has happened when it arrived at the Alexandria sorting centre which will take up to 10 days - you never know it may still be there somewhere and if found it will usually be on sent to the buyer not you unless they contact you and ask if you want it  returned to you.

Good luck.

[allfixelectrical]

If the payment was made using paypal, then file the FOS complaint against PayPal.

Report ebay to Acorn.

If possible upload all relevent details to PayPal about the case stating that you require your money to be returned due to the fact that the item was sent by tracking and that tracking shows the item was delivered.

Upload all relevent details to ebay stating your intentions to file the reports with the appropriate authorities.

I have had to do this on numerous occasions and so far have always been successful in getting decisions reversed when they are clearly wrong and in some cases even unlawful.

FOS   https://www.fos.org.au/resolving-disputes/before-you-lodge-a-dispute/

ACORN   https://report.acorn.gov.au/

PayPal email for dispute escalation   auexecutiveescalations@paypal.com

Ebay email upload for dispute escalation   http://ocsnext.ebay.com.au/ocs/cusr?query=1484&levelHierarchy=2a4a3