I'm actually pretty annoyed at the moment, and kind of venting before I contact my customer about this issue so that I don't taint my communication with how annoyed I am (the issue is 100% not the fault of the customer, and I will be relying on their honesty to get a good outcome).
So, feel free to just read and either chime in with whatever, commiserate, or (preferably, lol) tell me you experienced something similar and all ended well. (If, on the other hand you're annoyed that I'm mostly venting and not really asking a question, sorry n' stuff).
Ok, so... My issue is with Australia Post.
A customer in the US asked for a bulk order for one of my items ($140 value after bulk discount), which was required for an upcoming event they were hosting. I posted the order via express courier international, 2-4 days delivery time quoted on APs website ($55-odd P&H, $10 extra cover on $100).
Item posted 24th February, left the country 26th February, then..... nothing.
By the 4th of March, both the customer and I were very concerned, so an inquiry was lodged, first online as it was a Friday evening, but then I called the following Monday morning, by this stage, the package had been in transit for nearly 2 weeks. No information, no further tracking, so I said to the rep, given the amount of time that has passed, and based on your experience, how likely is it that the package will eventually turn up and be delivered to my customer. She replied that it was very unlikely, consulted with a colleague while I listened on the phone, and the exact words used were "they won't get it".
Ultimately, they kept the inquiry open, putting a resolution deadline of 24th March, after which point the package would be officially lost and compensation payable. (I bet you can see where this is going now 
).
I related all of this info to the customer and offered 3 options (resend express, resend standard and refund the extra for express, or full refund), they opted to wait until the 17th just in case, and when that date arrived with still no further updates, asked for a refund, which I promptly issued in full, thinking at least I'd get most of it back after the 24th...
Cut to today, 4pm and an email arrives in my inbox....
Aus Post are pleased to inform me that my package has arrived in the US and delivery attempted (yesterday). Oh, and in future, I can subscribe to email alerts so I can be kept up to date on the progress of a package and (presumably) not hassle them as to the whereabouts of said packages.
I know I was looking for a legitimate reason to use this smiley, but I wanted to be amused by it, not actually feel like this:
(I guess if I have one question, it would be - has anyone ever got their money back for postage at least, from AP in similar circumstances? They closed the case, but I sent a message back saying this is so not resolved, and request the cost back in full).
@digital*ghost wrote:
Aus Post are pleased to inform me that my package has arrived in the US and delivery attempted (yesterday). Oh, and in future, I can subscribe to email alerts so I can be kept up to date on the progress of a package and (presumably) not hassle them as to the whereabouts of said packages.
That says delivery attempted,(so was the buyer home?).
They may not have the package or even get it?
So until the buyer actually gets it they haven't done their job,(then the parcel would have to be sent back of course).
They may have scanned it without trying to deliver it within the time frame.
@lane-ends wrote:The bottom line issue here from the buyers point of view is that they didn't get what they wanted. The package within a reasonable delivery time. They could repay you but, but ultimately they will be paying for something they hadn't contracted for.
I guess it comes down to how inconvenienced or useful the item now is, given they wanted it in a hurry in the first place.
I think it is one of those PRE exercises were you can leave it to the customer to offer. Thats probably what I would do.,
I guess AP found it as it is standard procedure to do a final check before closing off a case.
When I sent the message, I just asked them to assist in getting the package returned, and didn't mention anything about repaying etc, as I didn't want to ask for money for something they may no longer want and figured it would be better to wait and see whether they suggested keeping and repaying.
It's possible, though, because the original delivery date was for one event, and when they said they would wait until the 17th, that was for a different event (the buyer runs a business, and has these events a couple of times a month I think, and when we were first negotiating the purchase, she bought as many of them as I could supply at the time, saying if they're popular, she'd want more in the future, and also said "we'll try again in the future" when I had to refund - she might've just been saying that to be nice, though). Kind of sucks really, because after the purchase, I bought a large amount of supplies to make sure I could provide more in the future, and it's not a particularly popular item.
@tazz, the tracking is a bit weird, the AP site says "attempted delivery", USPS site doesn't, and just says "business closed", the delivery addresss is a business address, though, so that might be the same thing.
They're going to hold it for 5 days, which I guess means they won't re-attempt delivery? (Will probably have to contact USPS to check) and on this package I had to indicate what happens if not delivered (I ticked return to me), so if it doesn't get delivered / collected, it should just automatically make its way back to me and maybe I'll get it 3 months down the track... It's possible she won't even see my message (even when I was trying to organise what to do once it was lost, there was sometimes a couple of days between her replies, so she may not be checking at all).
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digi, this is terrible ! And what makes it even worse to me is that you are not a person who gets annoyed too easily - you're the cool, calm, collected member 
I've never had a problem with International - touch wood - (well actually I have had 2, but not relevant to this discussion) however I have had 2 local ones - neither of which would be encouraging.
The first one was an Express which according to the Buyer never arrived. I had never added SOD to Express as I'd never had a problem, but Aust Post insisted it was delivered to her address. Buyer couldn't understand how as it was a gated property.
Sure enough I send the replacement Registered (this was an $80+ order btw) too late for the original occasion the buyer wanted it for, hence Express originally, but she still wanted the items - gets carded - Unable to gain access. No amount of discussion got me anywhere with AP, they were adamant the Express Parcel was delivered.
Second one, sent Express with SOD - still under investigation and every time I call back I'm put on hold for so long (around an hour) the battery on my cordless goes dead. I've rung 4 times. I haven't fussed too much, because the buyer did eventually receive her order, but Express was a complete waste of money and Tracking still shows it hasn't been delivered - NO SOD !
Initially I was so upset about this one because it was a brain cancer awareness bracelet, so I think when the customer advised it had arrived I was so relieved - all that mattered was that she received it.
I would be sticking to my guns in discussions with Aust. Post - it was sent for a special event and did not arrive in time for that, so for them to not uphold the Express delivery (2 - 4 days) is just not good enough. Never mind it turned up before the case was due to be closed weeks later. If the customer is happy pay for the items, I would certainly be pushing for a FULL refund of postage and passing that on.
Sorry if I've missed something in original post - am rushing a bit.
@mbselections00 wrote:
The first one was an Express which according to the Buyer never arrived. I had never added SOD to Express as I'd never had a problem, but Aust Post insisted it was delivered to her address. Buyer couldn't understand how as it was a gated property.
Sure enough I send the replacement Registered (this was an $80+ order btw) too late for the original occasion the buyer wanted it for, hence Express originally, but she still wanted the items - gets carded - Unable to gain access. No amount of discussion got me anywhere with AP, they were adamant the Express Parcel was delivered.
Second one, sent Express with SOD - still under investigation and every time I call back I'm put on hold for so long (around an hour) the battery on my cordless goes dead. I've rung 4 times. I haven't fussed too much, because the buyer did eventually receive her order, but Express was a complete waste of money and Tracking still shows it hasn't been delivered - NO SOD !
Initially I was so upset about this one because it was a brain cancer awareness bracelet, so I think when the customer advised it had arrived I was so relieved - all that mattered was that she received it.
Why is it nearly always the express packages I wonder? Every major delivery problem I've ever had has been with express packages. I suppose similar things can occur with normal packages, but when something is required by a certain date, there's more urgency and the smallest hiccup can be magnified, but even still, the number of times I've paid for express and the package was lost in the system for a few days or so, is ridiculous - not to mention costly to me.
Not too long ago I sent a domestic order express, which went MIA and I ended up resending the order a few days later, again by express. The customer received both on the same day, and thankfully she returned the original package - when I got that back at my PO box, AP wanted to charge me for the return.
Needless to say they didn't get a cent from me.
Yes, it is strange, I rarely have a problem with plain old large letter - but these days I dread anyone mentioning Express. I used to use my usual large padded envelopes and the PO staff wrapped EXPRESS tape around them, but one of the staff told me the actual PO satchel is better as it's bigger - so now I pop the padded envelope into one of those, but it still doesn't seem to stop them getting lost.
Can't help but wonder if Registered with Priority added wouldn't work just as well, because I've found for a long time now, (before the two tier system started) Registered arrives before large letter by a day or two every time.
. . . . .. . she returned the original package - when I got that back at my PO box, AP wanted to charge me for the return.
Needless to say they didn't get a cent from me.
I should hope not !
@*tippy*toes* wrote:Have you tried contacting them via their Facebook page? I've got the best results doing it that way. They will reply to you with a link to lodge a dispute and ask you to PM them with a case number. They then bend over backwards to assist, even if the case handler has closed the dispute (which they did on me each time). I feel they are more responsive on the site because it's public and they don't want to be shamed, so they do help as much as they can.
I'll see if I get a response to my comment on the case on Tuesday, but if not (or I don't like it ) I'll take it to FB, I usually find that a bit hit and miss, but it can't hurt to try every avenue before taking it any higher.
Re: registered and priority, I haven't sent very many letters registered since priority came in, but those have been about half standard and half with priority stickers, and unfortunately the priority stickers didn't seem to have any affect on the speed of delivery at all. They seem to when they're not registered, but non-priority and priority registered letters have been arriving in exactly the same time frame (about 6 business days). 
