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

[onyxbutterfly2912]

It so happens that I had already told her I would refund her money but wanted some outside thoughts. I don't make much per item, especially now that I offer Free postage so it always hits hard to refund.  Judging by her rather abrupt manner in emails right from the first order day I had suspicions that this could go very wrong.

Thanks to everyone who took the time to reply

[thesoulyearns]

Onyx, recent board posts have shown that aslong as it can be tracked (with is free with Registered Post within Oz) and arrives at the main post office (or post code, unsure exactly which is most important) of the recipient, then that covers you under Seller Protection as saying the item is delivered. That's why Click & Send parcels just have tracking as standard, as tracking itself is good enough to cover you.

The wole reason about Registered is to get their signature as almost undeniable proof of it being received. It's more conclusive than tracking. Of course, people can probably fake that... but 99% of your buyers will simply sign it and be on their merry way, so there's no need to worry about anything there. Once they sign it, that's proof of them receiving the parcel. It's worth the $3.20, IMO.

[phorum_junkie*]

With registered as long as you have the stamped lodgement form from the PO then you have Paypal seller protection, it is then up to the buyer to persuade Paypal that they have not indeed received the parcel and then if they can Paypal will cover the refund.

Likewise with click & send, cheaper than red satchels and as long as it is lodged over the counter so it is in the tracking system plus you have the lodgement receipt you are covered.

If you would not expect a refund if you did not receive an item then you are a very rare bird and can obviously afford to throw money away so why be concerned about refunding;-)

[tall_bearded]

Response to Post 15

The fact that your DC services a number of suburbs is irrelevant.

What is relevant is that one of suburbs it does services is yours, which in itself is sufficient justification for a finding that it’s more probable than not that it was sent to your suburb.

That is what sellers have to prove is it was posted.  It’s not proof absolute, nor proof beyond a reasonable doubt.  It’s proof on the balance of probabilities.

[thecatspjs]

sent 5 parcels to addresses within the Melbourne CBD earlier this week - all postcode 3000

IMO as a buyer and a seller postcode proof alone just doesn't stand up 

[kiwiroo1212]

Hi to simply put it. Yes you should refund.

[foxette-in-sox]

Response to Post 15

The fact that your DC services a number of suburbs is irrelevant.

What is relevant is that one of suburbs it does services is yours, which in itself is sufficient justification for a finding that it’s more probable than not that it was sent to your suburb.

That is what sellers have to prove is it was posted.  It’s not proof absolute, nor proof beyond a reasonable doubt.  It’s proof on the balance of probabilities.

Oh so on the 'balance of probabilities,in a catchment area of X size,yes,I can see how I'd be the only buyer on ebay/the internet who was sent a parcel.;\

[davewil1964]

Oh so on the 'balance of probabilities,in a catchment area of X size,yes,I can see how I'd be the only buyer on ebay/the internet who was sent a parcel.;\

On that day from that seller, very likely. Way over balance of probability.

[thecatspjs]

So does is what's in the parcel that someone might send to a fake address in that postcode area, given any consideration in the balance of probabilities.  Lol, the more I think about it the more ridiculous postcode only proof of post is.

[tonalidesigns]

As others have said - sorry, but this is your problem. You are responsiible no matter what your terms say. If the buyer tells paypal item wasn't received and you can't provide specific proof that the item was sent to the address specified in Paypal then Paypal will refund the money and take it off you. Simple. You can't exclude that by a disclaimer in the listing.

The only caveat I would add is to check the buyer's feedback left for others - if there is a pattern of similar claims then maybe you have a case to defend ...  but that is a long chance.