Parcel unclaimed, gave refund on item but buyer wants full refund

[flashback_deals]

I had an parcel returned to me yesterday as unclaimed. I told the buyer I am happy to refund the sale price but as they did not claim the parcel I cant refund them the postage

At first the buyer was ok about it, now they want a full refund as the Postie didnt leave a card in her mailbox to collect it

It isnt may fault either that the postie didnt leave a card, I sent it to the correct address but she didnt go to the local AP to check if it was there after I have been chasing it up with Click & Send. i told her AP wont refund me for an unclaimed parcel

Do I have to give her a postage refund now as well?

[flashback_deals]

First there was:

They never delivers it to me there was nothing in my mail box I check everyday so I know for sure there wasn't anything anyway thank u for your help

Then there was:

Just want to know why can't I have a full refund as I did not receive item at all and they never tried to deliver it never left any card in mail other wise I would have picked it up if they did but they didn't so none of this is my fault

None of it was my fault either. I posted it and got sent back to me, I dont think AP will refund me on postage even though it wasnt my fault

[davewil1964]

Have you asked the buyer why they didn't check the tracking themselves, that's what the tracking number is for? When did you check the tracking? Did it show as awaiting collection? If so, did you advise the buyer of this?

If the buyer opens an INR, you will win, as you have proof of posting to the supplied address.

My opinion depends on the answers to the above.

[digital*ghost]

IMO, the first thing I'd advise doing is to stop thinking about it in terms of whose fault it is (and ergo who should pay for it).

Consider that the buyer is telling the truth about never being carded, so we have an error that is neither your nor the buyer's fault, but someone has to take responsibility either way (and I suspect that you're right in that AP won't take it or pay any compo, but I don't know for certain).

If you were the buyer, would you accept responsibility? What would you prefer your seller to do?

I don't mean those to be leading questions, but they're what I'd ask myself before making a decision, and my basic philosophy is I do what I think is right, regardless of whether I think the buyer is.

[digital*ghost]

Have you asked the buyer why they didn't check the tracking themselves

That's a good point, actually - didn't think of that. I suppose the number would have been uploaded to eBay, and if so they could have checked. Did they never send an enquiry as to the whereabouts of the parcel, as it sounds like the first communication about it was when the parcel was received back, and that usually takes a few weeks.

[flashback_deals]

It was sent in a Click & Send satchel and I did check last friday when she said it had not arrived - but only thing came up was accepted by customer on july 26. I rang AP they couldnt find it either after putting me on hold for 30 mins.

Then it looks like it was posted back to me on tuesday and arrived yesterday

The tracking number always goes up automatically with Click & Send in the checkout. If it had got scanned at her post office I would have told her to check there, but between July 26 and August 13, it wasnt scanned at all so I had no idea what her post office would be

[davewil1964]

but only thing came up was accepted by customer on july 26.

I believe that would be the event when you generated and paid for the label. You are AP's customer. If there are no other tracking events, then you posted it in a red box, rather than over the counter.

Regardless of fault, you have no proof of postage, so you would lose an INR dispute, which could colour your decision.

That's why it's always wise to lodge C&S over the counter, have it scanned and get a lodgement receipt. If there are no other scans, you still have proof of postage.

[digital*ghost]

Accepted By Customer means it was lodged at a Post Office, when the label is created and processed but not lodged over the counter, it just says Shipment Information received.

So it sounds like the no one had any way of knowing where the parcel was until it was received back, unless the buyer had made enquiries at their local PO.

If you don't think you should give a full refund or are in two minds about it, you could try to compromise and offer a 50% refund of postage (plus the item refund).

[tall_bearded]

Didn’t notice this tread before I replied to the first one.

Technically the dispute is between buyer and Aust Post, but you need to ask yourself, for $10 or so, do I need an unhappy customer in my feedback profile, especially when it is evident that neither you are the buyer are to blame, with the blame if any, falling squarely on the shoulders of Aust Post.

So here is what I would do.

I would advise the buyer that, though the issue is in fact one between her and the Post Office, I would refund her the postage if she was prepared to assist me in lodging a claim with Aust Post, with the assistance required being a Stat Dec to the effect that the item was neither carded nor did she receive a telephone call advising it was ready for collection, and also, confirmation if she has an answering service/machine, and if she does, confirmation no messages have been left.  In doing so I would emphasise that I am not questioning her honesty.  Instead the declaration is Aust Post requirement I must provide in support of the claim.

Now if she provides me with the declaration, I would reimburse the postage and then fight it out with Aust Post, which if necessary, would include a complaint to the ombudsman.  On the other hand if she refuses, I would advise her, if she wants the refund it will be up to her to fight it out with Aust Post.

Now it may appear this may be a lot of trouble over $10 but this is exactly what large companies rely on.  That is make it hard to complain, so that the complaint, no matter how justified, simply goes away; which translates into paying a premium price for a sub-standard product.  So if you want things to change take the time and trouble to assert you rights.  

Finally if after a refund is offered the buyer responds with negative feedback respond with something like ‘Refund offered Buyer refused to assist with PO dispute”

[leader-of-the-band]

Now it may appear this may be a lot of trouble over $10 but this is exactly what large companies rely on.  That is make it hard to complain, so that the complaint, no matter how justified, simply goes away; which translates into paying a premium price for a sub-standard product.

This one sounds like a job for Alice!

Alice, where do the parties stand?