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?

[tropical_scene]

I have had parcels returned as "unclaimed" several times before and the buyer has been more than happy to pay for the parcel to be resent and have not requested a refund.

The parcels were all held for approx 14 days before the post office returned them.

[the-kazbar]

Hi Alice, I live in a suberb of Sydney and have had two occasions where no card was left for a parcel -not 1st, not 2nd, not final, nothing. .. so it is not unusual.

I have also had many customers over the years tell me that no card was received.

Perhaps it is something AP need to be reminding their contractors about 🙂

[***super_nova***]

Alice, it may very well be so that this item could not be scanned for one reason or other, but I feel that AP should have been able to locate the parcel sitting at the PO when the seller was trying to track it and contacted the help line.  Surely, when searching for it that would have been the first obvious place to look, if the scan showed nothing except that it was accepted.  If it was not for the fact that the seller reported it missing, it could have been the case of the buyer just ignoring the cards.

Yes, it is bit strange the buyer does not want the item now, but maybe that after waiting so long they bought something else now instead?

[australiapoststore]

Hi Alice, I live in a suberb of Sydney and have had two occasions where no card was left for a parcel -not 1st, not 2nd, not final, nothing. .. so it is not unusual.

I have also had many customers over the years tell me that no card was received.

Perhaps it is something AP need to be reminding their contractors about 🙂

Hi Kazbar,

I hope you reported those incidents of not receiving any cards, because we would need to talk to both the contractor and the Post Office (and possibly your Postie as well) about the issue.

All reports of cards not being received are followed up and the relevant staff members are talked to as well as having the incident recorded against their "permanent record".

Alice

[australiapoststore]

Alice, it may very well be so that this item could not be scanned for one reason or other, but I feel that AP should have been able to locate the parcel sitting at the PO when the seller was trying to track it and contacted the help line.  Surely, when searching for it that would have been the first obvious place to look, if the scan showed nothing except that it was accepted.  If it was not for the fact that the seller reported it missing, it could have been the case of the buyer just ignoring the cards.

Yes, it is bit strange the buyer does not want the item now, but maybe that after waiting so long they bought something else now instead?

I agree with you Supa, that even if the article hadn't been scanned we should have been able to locate it.

When an item search is initiated, the first thing done is to contact the delivery centre to see if they have a record of it coming through. If there is no love there, the next step is to contact the local Post Office to see if it is on hand. Third step is to check the sender's local Post Office in case it has been returned, then a search through the Returned Mail Redistribution Centre is conducted in case it ended up there.

Only after all these avenues has been exhausted is the conclusion of "No Trace" recorded, at which point a "Letter of Denial" is sent to the addressee and compensation paperwork requested of the sender. By the looks of things (going by Flashback's other thread) an investigation may not have been logged for this parcel though, so it is hard to know whether a sub-standard investigation was conducted by either our investigation team or any of the outlets involved.

Alice

[phorum_junkie*]

Obviously if the parcel sat at the PO for 10 days before being returned the numpty buyer never bothered to actually ask if it was there. If not, why not? The only reason I can think of is that they changed their mind and thought they could cop a full refund.

If it had happened to me I would just have paid for another click & send label, with signature required, and resent the item.

My PO and delivery drivers are the best, always get carded and I often go into the PO and they have my parcel there ready to sign for before I reach the counter lol.

Before I leave they always ask if they should keep any parcels for me until I return.........................six months later 😄