Hi,
I am a new seller with an excellent rating. We are growing our business and with the growth comes an increase in lost packages. We find this unusual and according to what I learned, its probably not Auspost but the buyers who are putting in false claims.
75% of our parcels are under 10 dollars and we do not track these. Otherwise we would lose a lot of money. I started to track the parcels that are reported to us as not recieved and I noticed a pattern. The names of the indivduals are all from one group of people. While I could argue that this is a fluke and merely a coincidence, its certainly an eye opener.
What I have done which seems to be working is that I send the buyer a polite and apologetic message, I never accuse them. I give them the benefit of doubt. But I also let them know in a very diplomatic way that Auspost needs to be contacted and a fraud investigation started. If someone has the mail and its not addressed to that individual, that would be mail theft. If the person reporting it has it that would also be a crime.
My message to the buyer asks for their help. I let them know that Auspost will want to interview them and the driver will be contacted. Since our packages are a unique color they stand out from the rest of the mail and hard not to notice these packages.
9/10 times I now send this message the buyer backs down and says, its OK, just forget about it. Interesting isnt it?
It's clear to me that fraud happens all the time on ebay and there is little that eBay can do, but this message seems to help. Anyone else have any idea? Love to hear from you.
