International postage delayed due to COVID-19

[chameleon54]

Just a heads up that my local Australia Post advised yesterday that the COVID-19 virus is causing extensive delays to outbound and inbound international mail deliveries. I am messaging all OS buyers to inform them to expect delays. It wont stop the worry worts and freebie hunters from putting in claims, but it might help slow the " item not recieved " problem. 

[chameleon54]

https://auspost.com.au/about-us/news-media/important-updates/coronavirus#international 

[chelsea.street.sales]

Just spoke with Australia Post and have been advised that as of this morning state of “force majeure” has been declared which affects all international packages and letters so services all overseas destinations are currently suspended (as of April 29th) for an indefinite period. Lifting of restrictions will depend on the capacity to handle mail both in Australia and the receiving country. See the website for updates.

[eol-products]

I could only find certain countries no longer able to post to but not all countries. I sent an item to Greece yesterday and was unaware they no longer send airmail but now sea mail but was still charged airmail price. I did send a message to Aust Post so not sure if they will refund the difference.

[curraone]

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@chelsea.street.sales wrote:

Just spoke with Australia Post and have been advised that as of this morning state of “force majeure” has been declared which affects all international packages and letters so services all overseas destinations are currently suspended (as of April 29th) for an indefinite period. Lifting of restrictions will depend on the capacity to handle mail both in Australia and the receiving country. See the website for updates.

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I can't see any Aust Post announcement about this.

[ozpartssale]

Just to let you all know i have had one person put a claim in and ebay has promptly refunded them and denied my appeal. The item is fully tracked and currently showing enroute to USA from Melbourne. Ebay said i could provide no further tracking information and has sided with the buyer and refunded them $2800.. Not sure what i am supposed to do now because this will be delivered to the customer.. How will i ever recover this money.....

[tazzieterror]

Did eBay follow the standard dispute process? What was the expected delivery date range for the purchase?

If eBay aren't playing by their own rules, I'd be carefully noting down all the details, creating copies of their user agreements, T&Cs etc. Have you had any contact with the buyer?

Also, can you tell if the dispute was raised via ebay.com or ebay.com.au?

[ozpartssale]

Economy shipping which has an estimated time of 3 weeks it has now gone to 4 weeks due to this pandemic and major delays. 

I contacted the buyer after 1 week when the items was delayed getting out of australia and said there was expected major delays, the customer became irate straight away. he opened a dispute to which i stated as soon as he had taken delivery we could arrange a return of the item and to expect an additional 4 weeks delay to standard shipping time. 

the dispute looks to be raised through ebay.com however i cant tell as they wont actually speak to me. i appealed the decision and again they did not allow me to explain why it is delayed, there reason for remains no update on tracking, i would have thought it was obvious why it is delayed as it is currently a global problem. The tracking is still valid and it has not been closed as lost or undeliverable, its most likely going to be delivered in the next 2 weeks. 

Not sure where to go with this now, what happens when the customer takes delivery, do they just get a free item?

[tazzieterror]

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@ozpartssale wrote:

Economy shipping which has an estimated time of 3 weeks it has now gone to 4 weeks due to this pandemic and major delays. 

I contacted the buyer after 1 week when the items was delayed getting out of australia and said there was expected major delays, the customer became irate straight away. he opened a dispute to which i stated as soon as he had taken delivery we could arrange a return of the item and to expect an additional 4 weeks delay to standard shipping time. 

the dispute looks to be raised through ebay.com however i cant tell as they wont actually speak to me. i appealed the decision and again they did not allow me to explain why it is delayed, there reason for remains no update on tracking, i would have thought it was obvious why it is delayed as it is currently a global problem. The tracking is still valid and it has not been closed as lost or undeliverable, its most likely going to be delivered in the next 2 weeks. 

Not sure where to go with this now, what happens when the customer takes delivery, do they just get a free item?

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You really need to be specific with dates here, please - eBay has a timeline that a dispute needs to follow and if they've refunded a buyer without following their own process, you'd have excellent ground to pursue it further, but you need to be accurate with the timeline.

eBay have been warning about delays in shipping for a little while now - they've even got a page stating that delivery windows have been extended due to those delays: https://tc.ebay.com.au/covid-19-updates - it was last updated 22 April, but has been there longer than that. You need to be asking eBay why they're not making allowances for extended shipping times with your particular item and refunding with it still in transit. Better yet, you want to be able to show the dispute was opened during the allowed delivery window (if indeed it was) so that you can jump on any misstep eBay have made.

Yes, without any intervention from you, the customer will be able to keep the item and their refund. You want to have eBay re-opening that refund request from the buyer so at the very least they're forced to engage with you once the item arrives.

I have very little experience sending overseas - there are other regulars here who will have a much better idea about all of this than I, but they'll want to know the same things I asked you in my first reply.

[tomahawk$711]

ill try keep this on point 

28th item purchased

28th item posted. 

5th april buyer asked where is item. 

Replied it is currently still in transit in Melbourne, delays expected. 

16th April Buyer said item is showing on USPS as not posted. 

Replied to check Aus post item departed australia 6th April but due to major delays expect it could take an additional 4 weeks.

17th april,  Buyer demanded refund because he purchased it locally. 

I replied as soon as it was returned full refund is not  problem. 

18th April buyer opened refund claim.

i explained the delay and said a refund would be possible once item was delivered and return planned. 

22nd april customer asked ebay to step in to resolved. 

Provided details regarding delay etc...

buyer sent daily messages item not moving 

27 april ebay was going to decide on the outcome. 

28 april ebay refunded customer. 

unable to call i had to open an appeal, 

29 april, appeal rejected because there was no new tracking updates. 

I have now asked for the to contact me as there is currently no way i cant contact them, they said it will take 24- 48 hours. 

[tazzieterror]

Was it sent express or economy? Your 'Postage and payments' tab says "Economy International Shipping" but your listing details "All items are shipped express post with insurance."