Difficulties with Buyer Communication

[craycrayshoelady]

Good Morning Everyone! I'm a first time poster here and just after some advice. 

I posted a large item via AusPost about a month ago to someone 3 suburbs away. It was a regular parcel, not registered (stupid me). It's yet to be delivered and AusPost aren't being very helpful. 

My problem is mainly with the buyer. She keeps sending me very brief emails saying "Where is my item?" or "I want to collect my item" 

I'm trying to troubleshoot things with her as she lives in a block of apartment (ie. where the parcel could have been left, if she's able to go to her local PO or Business Centre to see if it's there) but i'm just getting "Where is my item?" in response. 

It's making me doubt whether she has actually received the item. I'm not sure why anyone would pay $25 post for something less than 10kms away. 

Does anyone have any suggestions on how to approach this from here? The last correspondence I had from her was "I want to collect my item" when she's been told numerous times that it was posted. 

Thanks in advance 🙂 

[putney32 · Accepted solution]

unfortunately, using a trakable method or signature on delivery is for YOUR protection not hers,

if she paid with paypal and you cannot provide tracking info you loose the dispute.

have you lodged a claim with aust post just using the receipt for postage?  you can ask for a green form at the PO and fill it out, all parcels posted since 8 april this year have automatic tracking,  and sometimes (at their discretion) aust post will make you a discretionary payment up to $50 value

you are the one who will be required to refund the buyer so do some investigating yourself with AP. 

[craycrayshoelady]

Thank you 🙂 that's very helpful!

[cq_tech]

I'm not sure why anyone would pay $25 post for something less than 10kms away.

Neither am I, considering that for such a short distance, AP charge a flat rate of $8.95 for any item weighing up to 22kg.