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?

[the-kazbar]

I would refund the buyer in full.

Then I would call AP click and send and tell them that the customer was not carded and see if they will agree to credit you for the postage.

Alternatively you could ask AP to resend the parcel as it was their fault the customer did not receive it.

[2106greencat]

I agree Kazbar the buyer should not be out of pocket for any item they did not receive. No matter whose fault, refund the postage and keep your customer happy.

[jensmanchester-australia]

If Australia Post attempted to deliver it and left a card the contractor should have written on the parcel the date or dates that cards were left.

If there are no dates on the parcel then it sounds like Australia Post are at fault and I would be going back to them and requesting a refund on the postage costs.

[patchoo78]

They could well be telling the truth.. I've had the same happen to me a few times... One time they didn't leave a card for a book I ordered so I contacted the seller who said she would chase it up... I then got a card for a 2nd notice when I didn't get the first one..  I rang Aus post and there reply was "Oh it sometimes gets left in the door so it might have blown away"

Another time I was waiting for a registered post article and I was home at the time they do deliveries. The tracking showed at 8am that it was at the post office awaiting collection.. This was only after I checked the tracking at around 2pm... They didn't even attempt a delivery and didn't leave a card.

Other times they have written the wrong address on the card which almost caused an argument at the PO because of inconsistency.

[patchoo78]

There = their

[***super_nova***]

If Australia Post attempted to deliver it and left a card the contractor should have written on the parcel the date or dates that cards were left.

If there are no dates on the parcel then it sounds like Australia Post are at fault and I would be going back to them and requesting a refund on the postage costs.

maybe it was raining and the contractor did not feel like getting wet, so they just written on the parcel, but never got out of the van to put the card in the mailbox.  OR maybe the contractor did card it, but the mailbox is in bad condition and the card flew away.

I would call the AP help line and ask them to deliver it again for free.  What ever happened, they were paid to provide service = to deliver a parcel, but they did not.  For some reason they did not send out the second card.  Unless the buyer is fibbing, and just ignored the cards because they changed their mind?

[flashback_deals]

Yes there is a date and her surname on the bottom corner of the satchel.

I always lodge them over the counter to get a receipt, plus i usually have to go in there for posting other stuff anywway so is easier to hand them in over the counter

Unfortunately super_nova, I have no way of knowing if the card was actually left or not, or if it blew away or  if she refused it to try get a full refund or if a card was left and she is lieing. I just have to take her word for it that the card wasnt left

[australiapoststore]

 

This one sounds like a job for Alice!

Alice, where do the parties stand?

Good Afternoon all, looks like it's time to share my two cents *cracks knuckles*

There are a few points that need to be taken into consideration with this issue, the first is the lack of scans, and the second is the lack of notification cards.

All C&S flat rate satchels whether signature or not should be scanned at the destination delivery centre at least. Without knowing the address or article number for this parcel, I can't be sure what happened, but if it was going to a more remote area where delivery is conducted through the local Post Office rather than a Delivery Centre, it is possible that they do not have an electronic scanner, or had technical problems. If the parcel was not going to a rural area, then it should have been scanned and you should be eligible for a partial refund due to the lack of scans. You will need to chase that up with Click and Send directly though.

As for the lack of notification cards, it is possible that the initial card was not left, or left at the wrong address or blew away. This does happen. Where I become a tad sceptical, is that all carded parcels are held for 5 business days and then a reminder card is sent to the addressee and it will be held for a further 5 business days. Many Post Offices will hold parcels even longer and send out a third or fourth card. One card going astray is understandable and I would not doubt the addressee in that event, but two cards disappearing?

Unfortunately as the parcel seems to have been held for the correct amount of time before it was returned, no compensation will be paid and postage would need to be paid again to re-send it. If the parcel had been returned immediately or before the 10 mark you might have been able to have it resent without paying extra postage.

Alice

[tropical_scene]

There is also still the answered question of why did the customer purchase an item,  which was then returned to sender and now she wants a refund?  Why has she even asked for a refund, shouldn't she still want the item she purchased?  If I purchased an item, I would still want it sent back to me.

This could still be a case of a cold feet purchase.  I would be inclined to only offer to go halfway with the postage refund and wait for the buyer's response.

[tropical_scene]

Sorry that should be unanswered question.