Express Post order taking longer

[peppermint-lane-invitations]

I have a customer that paid for express post which I sent 25/10.  She now tells me on Friday afternoon she needed them by today at the latest and that she hasn’t received the order yet. 

I sent the order express post 25/10 and tracking is just showing it’s delayed and in VIC. Tracking latest update 29/10 but nothing since. 

customer now wants a full refund even though I have fulfilled my part of the transaction. If she had of told me earlier I would have been happy to send a replacement order but it’s too late. Do I have to refund her considering I did my part? 

[roaminghigh]

I noticed one of my express post parcels sent 15/10, had not been received by the buyer by the estimated delivery date of 27/10.

It had been sitting at Somerton VIC. with the message "Delayed – waiting to be processed for delivery", since the 22/10.

I know express post is taking longer at the moment, but this seemed ridiculous.

So I immediately lodged an enquiry with Australia Post, and lo and behold, it prompted delivery the very next day.

Would recommend lodging an enquiry with Auspost yourself, shows you were trying to help should the buyer try to get a refund via a dispute.

Don't refund her, you've done nothing wrong, and ebay will close the case in your favour.

[jellybirddesigns]

@ Peppermint - perhaps write a nice message back and say that you are unable to refund as the item is still in transit and, as she is aware, there are massive delays in the network which are out of anyone's control.

You could also add that not only were you unaware of her deadline, but since it will arrive after today, then it's best if she refuses the package so that it gets returned. Once you have it back, you will refund the cost of the item only, not the postage as it would be considered a change of mind return. See what happens.

I reckon the reason she's not opening a dispute is because she knows she won't win it.

Please don't be afraid of negative feedback. There are circumstances under which it can be removed, depending on what the buyer says. If it can't, you can always write a professional response that FUTURE buyers will see.

[digital*ghost]

In case it helps, these are the additional protections for sellers currently being provided during covid-19:

https://sellercentre.ebay.com.au/news/covid-19-updates/faqs

It's worth bookmarking the page because they are not included in the standard policy pages, and it's difficult to find these through the help and announcement sections. 

If the buyer does open a case, hop onto chat as soon as you can, and confirm that the protections will apply, as even if you tick all the boxes to be eligible, eBay may not apply them automatically. 

[peppermint-lane-invitations]

Thank you so do much for this response. I think it’s a great suggestion and will try it. 

[peppermint-lane-invitations]

Thanks so much for your reply. That’s interesting with your dates and it’s in VIC as well. I posted one express post to VIC on Wednesday and the customer got it today so it’s weird it’s that last week in October it’s so delayed 

[sugar249]

I know others on here have expressed no sympathy for the buyer,  but you offered express post knowing that Australia Post don't guarantee delivery at the moment.

And your listing would have listed an expected delivery date for that item.

So yes technically not your fault as it was in Australia Posts hands,  but don't offer a service which isnt working,  you were happy to accept the higher fee from the seller.

Do the honourable thing and refund the buyer.

[digital*ghost]

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@sugar249 wrote:

I know others on here have expressed no sympathy for the buyer,  but you offered express post knowing that Australia Post don't guarantee delivery at the moment.

And your listing would have listed an expected delivery date for that item.

So yes technically not your fault as it was in Australia Posts hands,  but don't offer a service which isnt working,  you were happy to accept the higher fee from the seller.

Do the honourable thing and refund the buyer.

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The buyer has options - they can return the product they no longer want. 

AP aren't honouring their next-day delivery guarantee with express, but that's it. They are still expediting and prioritising express packages, they just aren't promising delivery by X or postage is refunded anymore, and delays affect all services, even those that have been prioritised. 

Most of my express parcels are getting to buyers in 2-3 days (some even have been delivered next day), while standard are taking 5-10 days (including weekends) - I assume this is why a significantly larger percentage of my own buyers keep selecting it.

Refunding the buyer would not be "honourable" (as in it's not "the right thing to do") unless they offered a personal guarantee to the buyer - I presume they didn't, since ETAs are just that, estimates, and they only learned of the buyer's requirements today, it would be a well above and beyond level of service, and I'm sure the buyer would appreciate, but not an obligatory one out of any sense of honour.  

[curraone]

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@peppermint-lane-invitations wrote:

The buyer actually contacted Australia post on Wednesday and was just told it’s delayed due to covid.  That’s the only response she is getting from them 

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But what does the Aust Post tracking site really say?    You should look for yourself, not go by what the buyer says.    We would like to know too.

https://auspost.com.au/mypost/track/#/search

[twyngwyn]

What is going on with Australia Post deliveries? | The Saturday Paper

[twyngwyn]

sellers, make sure you have a return address:

Australia Post blasted after auctioning seltzers, surfboards and TVs - Eminetra Australia