E Bay Satchel with tracking is delivered buyer claims item missing

[knewdoors]

Hi, was wondering if this has happened to others. Have been using EBay satchels now to ensure items delivery. Got a message from a buyer saying that whilst the Aust Ost tracking history says the item was delivered to address supplied (which it has), they say they have not received item.

I am contacting Aust Post this morning about this..where does our responsibilyt end? if item  is listed as "delivered" by Aust Post..where do we as sellers stand?? can see another scam angle here..item delivered yet buyer claimes it didnt arrive..when tracking history clearly states it did..thoughts???

[elegant--u]

I have had the same thing happen, gather all your paper work together, take a screen shot of the Australia post page saying it has been delivered, get a copy of your receipt of payment to click & send and your lodgement receipt when you lodged it over the counter, you then have the proof you have done all you can, when mine went to a paypal claim they accepted all this as proof and found in my favour. Some times the postie does just leave it near the front door, and maybe someone walking by might be tempted ????

[*crikey*mate*]

aust post will need to work out if they really did deliver the package to the right person. If they haven't, you should persue it in an effort to help out your buyer (if they have lost it, be pretty forceful about the $50 discressionary payment)

as for you - you're technically safe.

PayPal only requires tracking number and proof of lodgement which you have ergo the tracking information which shows Aus P{ost had the item.

In saying that, if your customer has no item (and it has happened heaps) they're gonna be pretty miffed with no item and no money, so may unfortunately take this out on you via feedback. And as long as they stick to the rules, there is not much you can do.

So lets hope that you have a reasonable buyer and understands that this isn't your fault.

BUT, it may go some way towards makiung them more happy if you refund them and pursue the reimbursement from Aust Post if they are unable to locate the package.

[knewdoors]

The buyer cant leave a neg according to ebay rep who told us " You do not have to worry about getting a negative feedback about this since you can use the tracking number as proof with our Trust & Safety Team"

[*crikey*mate*]

your rep is silly

all the buyer has to do is leave a neg saying unhappy with transaction....

unless there is more to the story.

[maconii]

I had this happen to me once.. I wanted to keep my buyer happy so I got them to pick up a replacement item at my own expense instead of having it delivered again.
I should warn you though. They were the least bit thankful. It was almost as though they thought it was lost intentionally.

AusPost dismissed my missing items claim because I didn't go for the Signature on Delivery. Since the parcel showed "Delivered", that means they held up their end.

If you win a PayPal dispute and a buyer leaves you a negative, you could have it removed.

[heiner2929]

Before you panic - there have been a couple of occasions both with parcels I have sent and parcels coming to me that have been marked 'delivered' but have actually been taken back to the delivery centre ( and not carded by the contractor).

C&S and Aus Post have always been extremely helpful in locating.

There have also been parcels actually delivered to an incorrect address so the sooner you initiate the hunt, the more chance you have of finding it. 

Fingers crossed.