Seeking Advise Please

[arnl7178]

Hi guys,

I sold a small priced item on 31/3, buyer paid the same day. I organised postage through C&S on the same day as well and it was placed in the box the following day. Tracking number was automatically added to the order.

I checked via the AP website a few days later, and it said it had been delivered on 3/4.

Yesterday (10/4) I received a message from the buyer saying it hadn't arrived, that the parcel couldn't have fit into her mailbox and that she contacted AP who told her I had to initiate an investigation. I have done this and am awaiting a replying from AP.

I'm not quite sure what to do from this point. I've advised the buyer that I'm awaiting a reply from AP and also responded (of course) to her initial message about the item not arriving, but I haven't heard back from her.

What are my obligations here? She hasn't lodged a dispute with PayPal and it's only a small amount of money but do I refund her even though the shipping info states delivered? Do I refund her purchase price and postage? Do I wait on a reply from AP? Do I advise her to open a PayPal dispute?

Had there not been a tracking number I would have refunded her immediately but since there is, I'm not convinced it's my obligation to do so.

Any advise would be appreciated.

Thanks in advance.

[*sparklz*]

As it was posted with C&S you have proof of postage.

So you are covered if they open an item not received dispute.

Do you still have the lodgement receipt?

You may have to send a copy to PP if they open a dispute.

[phorum_junkie*]

Last one I had like that I told them to contact AP as it showed as delivered. A few days later it mysteriously appeared on her doorstep!

[my-fancy-closet-boutique]

do you need to physically go into a post office and have it scanned as proof of postage or would the click and send email confirming that item is paid and postage processed email sufficient, if they lodged a paypal claim?

[just_kits]

Hey darl, I also use C&S and the way I see it is that you have two choices.

A) depending on the price and what sort of store you have and the money involved.. You could simply refund the item in order to maintain good customer service.

B) You can inform the customer that A/P Shows the item has been delivered and for her to check or call her local post office(s) given that you give her the tracking information.. (all she has to do is call Australia post with the tracking number and they can tell you/her straight away where it is)............... and than leave it at that. Paypal will protect you as long as you have proof you sent it from C/S. However they will not protect you if the item was sent to the wrong address... (Some people have a different ebay address and paypal address) Make sure you sent it to the paypal address.

Hope this has helped.

[arnl7178]

Thanks for the responses.

I thought about just refunding her. It's only a small amount (under $5) but I guess, due to principle, I wonder why would I do that if I have done the right thing and posted with tracking. If I refunded everyone who said an item didn't arrive when tracking says it did, I'm wasting my time.

I'm not saying I think my buyer is dishonest, but I feel this should fall with Australia Post and the buyer. Her local post office could simply have put the parcel on her letterbox and someone took it as they walked past (my postie does this often). If that was the case, the problem is between the buyer and her local PO.

I'm honestly not wanting to be difficult, or get out of refunding her, but at the same time, what's the point of having tracking if I choose to refund any buyer who claims their item didn't arrive, even when that tracking says it did.

I have my lodgement receipt for the item, so I have the proof required for PayPal so I'm not concerned about "losing" a dispute. I guess I'm just wondering what to do morally.

I know *I* have done the right thing, and it's very possible the buyer hasn't done anything wrong either. I can refund and move on, which just makes a mockery of the whole tracking option, or tell the buyer to take it up with her local post office and hope that doesn't come back and bite me in the backside.

It's time like this I remember the awful part of selling on eBay.

[thecatspjs]

Before you do anything, take a deep breath...

Wait until Australia Post has finished their parcel investigation before you decide to do anything. 

If you have only emailed them, then ring them as they need all the details that you have regarding your parcel.

For example, if the buyer is claiming that parcel would not have fit into her mail box, they will want to know this, and how big the parcel was.  The sooner you do it the better, as they will question the courier who may remember the particulars of the delivery OR safe drop arrangements they may have with the buyer.

If AP thinks that the courier or the buyer or even the neighbours in that street, is up to no good based on a pattern of non-delivery in that area, they will manage that process.  Fortunatly, I have found that the investigation process to be relatively quick.

IMO stay in touch with your buyer so you can keep them in the loop with the process, you can chose to provide them with the number of investigation and authorise them to discuss the case with AP.  I think that it is better to do this, after all it is the goods they have paid for that are lost.

[minimikimusic]

Hey darl, I also use C&S and the way I see it is that you have two choices.

A) depending on the price and what sort of store you have and the money involved.. You could simply refund the item in order to maintain good customer service.

B) You can inform the customer that A/P Shows the item has been delivered and for her to check or call her local post office(s) given that you give her the tracking information.. (all she has to do is call Australia post with the tracking number and they can tell you/her straight away where it is)............... and than leave it at that. Paypal will protect you as long as you have proof you sent it from C/S. However they will not protect you if the item was sent to the wrong address... (Some people have a different ebay address and paypal address) Make sure you sent it to the paypal address.

Hope this has helped.

If you use C&S doesn't their PayPal address automatically generate when you prepare the order on the C&S website? It's always given me their PayPal address as far as I'm aware. 

[foxette-in-sox]

I can't get my head around sending a $5 item with tracking.

[thecatspjs]

I send $1 items with tracking - because I have no choice - if it is a particular size the cheapest option has been flat rate click and send with tracking.