Item Lost in the Post. Do I refund buyer?

[onyxbutterfly2912]

Hi all,  My buyer is intimating that I never posted her item.  Because it was sent Standard Postage, I can't even give her a tracking number. What do others do in these cases?  It has happened to me several times now and one even went into dispute via Paypal.  Long and short of it I had to refund her money and I was out of pocket for postage for two items and the two items  themselves worth approx $100.

Although you can put into your listing a note to say you are not responsible for Australia Post losing something, the buyer does not really care.  They just want their item or their money.

All thoughts would be appreciated.

Thanks a lot

[coast_golf]

Well I'm happy to leave it there anyway.

Cheers

[beachabodeliving]

Hi onyxbutterfly,

This started happening to us once we switched from clickandsend to eparcel

I don't know why but even with tracking and signature, things from time to time do still go missing. I think you have to accept that its just part of life but one thing we do now is add transit cover to every single order we send through eparcel. It costs about $1 per $100 worth of goods. Then if a parcel goes missing, you ring Aus Post to open an investigation on that missing item. it takes 5-10 working days to report on whether or not the item has been delivered, if not, you will be reimbursed the cost of goods & post. The only thing that is still annoying and frustrating about this situation is that the customer is still likely to be very unhappy. Good luck. Nicki

[dylan11235813]

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The only thing that is still annoying and frustrating about this situation is that the customer is still likely to be very unhappy. Good luck. Nicki

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This is why I always refund and I dont really think ebay give the seller much choice unless they like little red dots.

If you are basing your decision to refund or not on ethical principles then I think you should not refund, assuming you didn't force the buyer to use regular post.

[capeoasis]

Hi,

As I live in the bush I can only send standard post or Express, Its happened to me quite a few times that Aust Post has lost parcel & buyer went straight to Paypal made a claim & I had to coff up. Its grossly unfair, but Ebay doesnt care much about sellers they want buyers so they get their cut.

I am making a complaint to Consumer Affairs, the more people who do, hopefully they do something.