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

[foxette-in-sox]

For items that you can't afford to lose the money for if they go missing,ALWAYS post using either registered or click n send.

Yes,you need to refund buyer in full.

[bsal6160]

Of course you refund. You have no way of proving you even posted the item. As stated before, always send items registered post.

[kopenhagen5]

It's the sellers responsibility to protect themselves. So for a few dollars more, send registered or C&S as already mentioned.

How long has it been, is it possible the item /s are delayed due to floods or fire areas?

If it is early days yet, ask the seller if they could wait another 4-5 days and if it doesn't turn up you will refund in full.

[thesoulyearns]

As others have said, you have no proof that it was posted. Unfortunately, that means you have to refund. Just ask that they please wait a little while longer, as sometimes a parcel may take longer to arrive than normal.

For the future, just make a mental note that an extra $3.20 (to cover Registered Post) is worth more than what you'd potentially lose in situations like this. If you're already making a nice profit on things, an extra $3.20 probably won't break the bank. It just gives peace of mind and is safer for you when selling expensive things.

[carls*world]

On that note, Registered post may sometimes only be that. Proof of posting.

As I just found out the other day:

Can I track an article sent using Registered Post?

No. Scanning of Registered Post articles is not mandatory, therefore Registered Post is not a tracked service.

However, in the event that any scans are captured during the delivery process, they will be displayed on our tracking website

https://contactus.auspost.com.au/app/answers/detail/a_id/419

I always thought it was trackable through the entire process. Getting a bit nervous about a $400 item sent Monday of last week. No word from the buyer, no further tracking than receipt from me at the PO. No doubt it will be a very tiresome and intimidating process to make a claim if it is lost.

[shypansy]

If you have the receipt for the postage, request a search via Aus Post, and if not found put in a claim for lost item, at Australia Posts discretion they may compensate you up to $50 for the loss, This of course after you ask the buyer to check at their local PO as suggested.

But if you don`t mind me asking why on earth do you take the risk of sending items regular post rather than protecting yourself by either posting registered, or using click & send which is cheaper than standard post anyway.

If the buyer opens a dispute you will lose as you have no proof of posting that will satisfy paypal.

Just remember Paypal protects the buyer, registered or C&S post protects the seller.

[leader-of-the-band]

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.

how dare they!

[book.gift.emporium.australia]

I had a similiar situation last year.  The item took 15 days to get to the customer (QLD to VIC).  It turned out to be a good outcome for me and the customer, to cut a long story short. 

Since then I try and use Click & Send whenever I can, and now always choose the option to send the customer tracking information, and I request the tracking information to be sent to me too via email so I receive automatic updates on the delivery e.g. "onboard with driver" or "delivered." etc and the customer should be receiving this information too.  I also get a lodgement receipt from the Post Office if I don't post in the street box.  I think I will use registered post if I post items in value $50 or more too, in the future.

If you don't have tracking, you could always ring Customer Service at Australia Post and they can ring the post office where the item should have been delivered on your behalf and see if they can shed some light on the situation, or you could ring that particular post office yourself, as the customer may have got a card in his/her letterbox, which somehow got lost, so the item could be sitting at that particular post office.  Australia Post customer service also told me that they don't consider an item lost until 15 days has lapsed since you post it and the customer has yet to receive it.

Hope this helps - just writing from my own personal experience.

Regards

Janet

[dylan11235813]

How long has it been? I would wait 2 week but sometimes things take over a month to get delivered.

I do feel for the buyer (and you), but they should have paid to get the parcel registered. Do you have receipts for the normal post?

You are likely to get negative feedback from the whole ordeal as well. Be sure to put in a defamation case to have any defametory comment removed if it happens.

I have resent items and have had it arrive before the orginal.......(about 30 days is the longest time for post I have on record).

I have incorrectly addressed outgoing mail so it is not all APs fault all of the time.