Pack and Track International deemed "insufficient tracking"

[moviepostercentral]

I sent a package Pack and Track International on 13 Dec. It has not arrived in Germany as yet and the buyer opened a case with ebay. I lodged an enquiry with Australia Post and it is still being investigated. ebay has now closed the case in the buyers favour saying that there was "insufficient tracking".

I think Australia Post should be allowed to complete their investigations before a case is closed.

If Pack and Track is deemed to be "insufficient tracking" then it is not worth using.

[jensmanchester-australia]

If proof of delivery is required in Germany, regardless of what service you use, if tracking doesn't show it as being delivered then ebay will rule in favour of the buyer.

If it was posted on 13th December then it should have well and truly arrived in Germany by now so there is a good chance Australia Post have lost it.

[digital*ghost]

This won't help for the current situation, but in case it helps anyone in the future, customs in Germany can be notoriously slow - I've seen a lot of sellers say that packages they've sent there took a couple of months to be delivered sometimes, but as soon as they started putting invoices on the outside of the packages, their items were delivered much faster. I don't know why, as customs declarations contain much of the same info, but enough sellers have said the same thing for me to believe it makes a difference. (The first package I sent there took about 2 months, the second - with an invoice on the outside - took about 3 weeks).  

[moviepostercentral]

It is certainly possible that it has been lost.

However, in the case file ebay says

"Note that tracking info includes the shipping carrier and an item tracking number that can be tracked online"

I did provide that and I do think they should be waiting for Australia Post to complete their investigation.

[*tippy*toes*]

When I was still posting overseas, Germany was notroiously slow. Sometimes it would take 6 weeks, one took 8 weeks. Stuff would get stuck in customs for several weeks. Thankfully the buyers I had from there were patient and were willing to wait a bit longer. All parcels eventually arrived. One buyer contacted customs after contacting me and they said yes, the parcel was there and it will be released when they feel like releasing it. It was difficult with that buyer because he didn't speak any English and I didn't speak any German. Thank heavens for Google Translate!!

It wasn't long after the last delay that I stopped posting overseas. It was too stressful. Plus the fees on postage kicked in.

[moviepostercentral]

This does indicate that Pack and Track International cannot be relied on when sending packages to ebay customers.

[jensmanchester-australia]

John - it is hard when a parcel goes astray but at times like this you need to put yourself in the shoes of the buyer.

If they have been waiting for a month and tracking is still not showing it has even arrived in Germany then it is obvious there is a problem of some sort and ebay can see that with the tracking number. 

Australia Post can take several months to investigate International parcels - that is if they even bother to get back to you with the results of the investigation. Ebay are not going to wait for Australia Post to complete their investigation as it just takes too long.

[digital*ghost]

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@johnwr wrote:

This does indicate that Pack and Track International cannot be relied on when sending packages to ebay customers.

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But in the same sense, no postal service is if the item is not delivered, because that's what ebay will look for. 

I understand the situation sucks, especially as there's still a chance the item is is transit and will be delivered and AP are still investigating, but in these cases eBay have their Money Back Guarantee to uphold for the buyer as well as the seller protection policies they have in place. There being no tracking event showing delivery trumps everything, so the case would have been found in favour of the buyer due to that, no matter what postage service was used. 

[moviepostercentral]

It have no problem in refunding the buyer if the package is missing. I am saying that Pack and Track international is not a service that can be relied on.

[jensmanchester-australia]

I am saying that Pack and Track international is not a service that can be relied on.

It wouldn't matter what postage service you used - at times parcels go astray. You could have sent it EPI or ECI and it still could have gone astray.