on โ24-10-2020 10:36 AM
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.
on โ27-10-2020 02:56 PM
on โ27-10-2020 06:23 PM
@ozheatwave wrote:
since end of september, auspost is do a **bleep** job, it takes five weeks for interstate deliveries to Vic
i have complains and refunds and 99% of them were going to Vic, i am doing so much more work on checking buyer's delivery location and messaging them about delays and ask them the want refund or not
doing a refund will lose paypal fees but rather you lose the item, postage, packaging and time when they file a case
Sorry you think the virus lockdowns, delays and restrictions shouldn't apply to you. Can I suggest you call up the government and complain to them? They might be able to make exceptions for you, given you are clearly more important than anyone else in the country.
on โ27-10-2020 09:46 PM
@ozheatwave wrote:
since end of september, auspost is do a **bleep** job, it takes five weeks for interstate deliveries to Vic
i have complains and refunds and 99% of them were going to Vic, i am doing so much more work on checking buyer's delivery location and messaging them about delays and ask them the want refund or not
doing a refund will lose paypal fees but rather you lose the item, postage, packaging and time when they file a case
I think the Aust Post workers are doing a great job - yes it's taking a little longer for delivery but it's not their fault, it's ours! Yes I mean sellers and buyers. We all know that online buying has taken a huge leap since the virus.
Yay for sellers and yay for Aust Post!
My local postie has told me how her car is crammed with parcels every day, and she still keeps up, and still provides smiling cheerful service.
Maybe everyone should just take a deep breath, and give thanks.
on โ28-10-2020 01:11 PM
I agree Aust Post posties are doing a great job.
However I am far from convinced the AP (larger parcel) contractors who deliver to my area are even a fraction up to the standard of local posties. Parcels have been delivered to the wrong addresses, they ignore safe drop instructions and leave them in unsafe places, they don't bother to knock on delivery, and after I spent some time chasing up a tracked parcel I discovered it had been sitting in the last 'facility' from where the parcel should have been delivered.....for about 4 weeks.
And to insult to injury the contractor's van turned up nearly every day for a couple of weeks to delivery parcels to my neighbour. In fact it's just pulled up next door as I'm writing this message. In the meantime last night I logged yet another customer query for a parcel that had supposedly been out for delivery for the last 3 weeks.