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).
A super-quick update on this as I'm just about to head out the door...
The buyer has been in touch and we're trying to arrange the return (phew! she was out of the office when it was delivered, but the package is unopened so hopefully she can RTS with no problems).
Australia Post has responded (via Facebook and the case) and offered a refund of the difference between regular airmail and Express courier - I'm not 100% satisfied with that, for various reasons, but at this point I'm in "minimise the loss with the least amount of hassle as possible" mode, so I'll accept it.
However, they did have the nerve to say it was a goodwill gesture because I receive a discount on my postage (via the Business 250 membership). That ticked me off, because a discount has nothing to do with anything - unless they are trying to say that receiving a discount (that they offer and provide) means I can't expect the same service and entitlements as someone who pays full price. I bet I couldn't get away with that with a discount - i.e. send only half the goods I advertised because I gave a 50% discount.
Dear Aus Post, if anyone from there happens to be reading this, it's not actually a discount if you're not offering or providing the same thing at the lower rate.
