Issues with a buyer

[brok9n]

Hi, so after about 2 months of back and fourth with Australia Post and the buyer of one of my items, AP claims the item was delivered to the correct address, however the buyer does not and is demanding a refund, and apparently has taken the matter to the police. Will they do anything if he does? And I still have proof of postage too.

Thanks.

[millyswardrobe5]

Yes last week I had a similar situation where a buyer contacted me 2 weeks after a parcel was delivered. Saying they haven't received it. AP confirmed the address and also confirmed that a family member had signed for the parcel on collection. I was lucky that the buyer dropped the case and admitted they had the parcel after that!

[thecatspjs]

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@phorum_junkie* wrote:

There is tracking and there is tracking, if you are relying on the basic tracking that comes with regular small parcel and all but the ebay branded satchels then it usually shows delivery to the nearest delivery centre and if that is the case then the buyer will win a Paypal claim as you have nothing to show the parcel was sent to the buyer's address.

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As long a seller can demonstrate lodgement of an article and who it was sent and what address they have seller protection.

A seller can have this proof without any tracking showing at all - such as a stamped lodgement receipt.

It is not a paypal requirement to have parcel tracking.  It is just one of the acceptable means by which a seller can demonstrate that an article has been posted.

Simple ways to do this include completing an AP lodgement slip and having it stamped by post office - other posters stick the tracking label onto the paypal advice form with buyer address and get the PO to stamp that, several other ways that sellers do this have also been posted about. 

Based on anecdotal reports on boards, it appears that some sellers that rely on postoffice printout showing post code only have won paypal claims and others have lost. 

[haolove13]

My item was fifty dollars worth of goods to a repeat customer who had claimed not to have received several items.

I paid for the registered post as I did not trust the customer.

In all he made five claims and Paypal only stopped him when I showed the claim form for the ombudsman and his signature on the run sheet from Aussie Post.

All up it took me about ten hours to save fifty dollars, and they worry about upsetting these people. The neutral feedback he left said  "took a long time to deliver"  three weeks after the fifth claim was settled.

I was not allowed to change my thank you feedback despite the fact this guy tried it on FIVE TIMES >

Yes bring back negative feedback for buyers.

[haolove13]

I had a claim with registered post , completed lodgement slip, and Paypal found in the buyers favour , then they found in his favour a second, third and fourth time.

The claim was only stopped when I lodged a complaint with the ombudsman and provided a copy of the Aus post run sheet with the person's name and address on it.

I have no confidence in buyer protection. And Aus post tracking in South Australia is very ordinary.

I checked on 3 items I sent last week.

One to Victoria has been collected.

The second to Victoria is awaiting collection

The third item is still in Transit.

Strange thing is it is only going to a place forty kilometres from here.

What appears to have happened yet again is that the contractor to a country address did not scan the item when picking item up and did a safe drop  once again without scanning . This is how I lost $1,000 dollars worth of goods in Adelaide a few months ago.

And those items are still showing as in transit And paypal paid all the claims in full to the buyers

[green-gifts-mkd]

Hi, I don't understand why your Registered Post Lodgement Receipts were not acknowledged by PayPal. You only need proof of postage to the buyer's address to be protected in Australia (not proof of delivery). I have been through this many times myself with PayPal. Why were you discussing delivery proof with PayPal? Did they require this for a Registered Post item?

Were all 5 claims separate transactions at different times? Why didn't you block the buyer as soon as the first claim was made? I'd rather lose business and starve than go through that another 4 times.

As for the $1000 worth of goods, these should have been sent via Click & Send, with signature on delivery selected. Print out the online label then go the the PO. At the PO, you pay for the postage (whatever that is), SOD label ($2.95) and Extra Cover ($1.50 per $100). Fill out a Red & Orange lodgement form with buyer's address on it, tick 'Signature Item Prepared through Click & Send' and ask the PO to stamp it.

AusPost would have been responsible for fully compensating you if they could not track the items beyond 'In Transit'. After the packages have not been found, you would send a scan of your lodgement receipts, the eBay orders, the buyers' payments and your postage cost receipts to their investigation unit. Once you are reimbursed (depending on the particular case), you can then pass that onto your customers via refunds or a resend of the items. I too, have been through this process. It requires your buyers to exercise patience for 10-20 days. They are usually happy to wait, as they know full cover was in place.