on โ01-09-2019 12:46 AM
Solved! Go to Solution.
on โ04-09-2019 09:28 AM
I think the basic problem here is something we can't change and that is that paypal allows claims for 'not as described' for 6 months.
I can understand having 'item not received' open for longer than a month, that's probably useful peace of mind for some overseas purchases.
But item not as described. Either an item is as described when you open it or it is not. It doesn't take 3 or 6 months of use to decide that or to notice it is 'different to what they were expecting'..
So basically, a 6 month window to make a claim is being interpreted I think (by some buyers) as a guarantee.
I've no idea what you actually sold but my suspicion is that something went wrong with it or maybe some part of it broke, hence the claim. If it is an item of clothing, maybe the fit wasn't as they expected (which is not your fault). But in any case, what you would get back is not going to be the pristine article you sent, that's my bet.
I don't believe paypal should allow 'not as described' claims after this amount of time, especially for claims it wasn't what they were expecting. But they do. I believe your buyer was cheeky to open a claim. But she did. Some people have a great sense of entitlement but it doesn't necessarily mean she was deliberately out to cheat you of both item and money. It sounds to me as if she just changed her mind and expected all her money back.
You can't control paypal policies, you can't control the fact some buyers have an over inflated sense of entitlement, but you can control how you respond as a business. None of this is the fault of Aust Post.
I know you were on holiday, but you knew a case had been opened and an item was being returned. All you can do in such situations is have someone in place-a friend or neighbour-who will do you favours if needed. Not just collect mail but also go to the PO in an emergency if they have to.
Hindsight is easy i know, but it would be best to have someone you have an email contact with or who is a facebook friend and you could word them up to expect a card from the PO and what to do.
on โ01-09-2019 07:43 AM
Unfortunately according to the rules, everyone has done everything correctly except for you not collecting the parcel.
And, perhaps the buyer is a scamming sod or unreasonable.
I would shoot a final polite message to the buyer explaining what happened and if they are nice people they will assist you in the return.
I know I would.
on โ01-09-2019 09:51 AM
Insurance only covers loss or damage, not non-collection, so it would have been pointless for the buyer to insure it anyway.
Unfortunately, when selling online there is an expectation that you will be able to manage your business even if away.
on โ01-09-2019 11:21 AM
Sounds like the buyer wanted an outfit for an event, and now has no further use for it. A very common thing for clothing sellers.
When I had to go away for a few weeks 3 years ago (Mr Tippy had to go to the city for surgery), I went to my PO and told them what was going on and asked could they please hold any parcels that may get delivered for me. Thankfully, they know me so were happy to oblige. If you do go away again, maybe go see your PO and ask them to hold anything for you. I know that won't help with this incident, but worth knowing for the future.
on โ01-09-2019 01:21 PM
on โ01-09-2019 04:25 PM
on โ01-09-2019 06:52 PM
i'd definitely be talking to someone else and persisting further up the chain about mail holding. it's impossible that they won't provide that service to yourself - the size of the building being irrelevant. it's no different to them holding mail for a house in a residential block of the same amount of houses. they can't surely say that holding mail for any apartment block australia-wide is prohibited? unfortunately, it won't help in this case, but i think you need to speak with someone else regarding possible holds if you're away.
on โ01-09-2019 07:46 PM
Despite what someone at AP may have told you, the reason that AP no longer have your parcel is that they will only hold it for 2 weeks. If you want it held longer, they make you pay for it and you have to oragise it in advance. It is also likely that held mail is not actually kept at the local PO, but rather at the distribution centre. I don't really have any advice regarding getting your item back, other than what someone suggested and asking the buyer nicely.
It's just an unlucky set of circumstances combined with bad timing. Possibly also a less than honest buyer too.
on โ01-09-2019 09:59 PM
Try ringing Paypal and explain the situation, that you were away, the item was returned to the buyer. Sometimes they will see sense and may offer a one way payment.
on โ01-09-2019 11:14 PM