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? 

[4476.iveco]

Last month a  parcel delivery (including express) was not considered late until after 13 business days from the expected date, however AP's website now shows 15 business days.  Then if the delivery is not received you need to wait another 14 business days to claim compensation.

In our experience, miraculously the item is usually delivered the following day after an enquiry has been lodged.

We have had a few instances where express has been lost yet shown as delivered on tracking.  In the 1st instance on each case we expected a scam, however the buyers have all appeared genuine, AP compensated us for the loss & we resent the orders.  However the last time this happened was only a few weeks ago & it took  express 3 weeks  from NSW to VIC for the replacement order to be received.

We think last delivery dates to receive orders prior to Christmas is a bit ambitious being the 13th December going on their performance over the past year.

[eol-products]

I am finding express post Sydney to Melbourne to be 1-2 days at the moment. Always make sure to use the express packaging or tape to identify the parcel as express otherwise it can go as normal if staff dont put it into the correct bag for sorting.

[bmanly3]

It is hit and miss at the moment. As a receiver of 4 express post parcels in the last 2 weeks, I had one take take 11 days from Perth to Sydney. It had the dreaded 12 noon comment of "delayed - waiting to be processed for delivery" tag on it for a few days.

I also had 2 parcels sent express from Melbourne on Monday, one was received next day and second was updated to delivery on 12 November which will be 4 days. It's unfortunately the new normal.