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.

[putney32]

//// and ask your buyer to check places like in her electricity meter box, or behind the chair on the verandah....etc... places some postal delivery agents love to 'hide' a PO satchel

[just_kits]

Nay, I have not done it that way before, I didn't know paypal automatically loads them up for you.

Normally when I'm about to fill an order, I check both ebay and paypal address and than manually fill in the information.

[minimikimusic]

Nay, I have not done it that way before, I didn't know paypal automatically loads them up for you.

Normally when I'm about to fill an order, I check both ebay and paypal address and than manually fill in the information.

Really? All you have to do is click on "Add Ebay Items" and it imports the address for you. Why waste time entering it manually? 

[just_kits]

I think I tried doing that once before but I kept getting an error message and so I forgot all about it, However on my next sale I will indeed try doing it that way again 😃 it would make life easier.

[arnl7178]

thecatspjs, great advice.

I heard back from the buyer earlier tonight and she told me it still hadn't arrived but also mentioned it may have been "stolen" from her mailbox. I completely believe her and hope AP come back with something soon. I'll give them a call in the morning and see how it's going and provide any other information they need. I'll also inform my buyer the investigation number so she feels like she's kept in the loop.

foxette, the item had to be sent in a 500g bag so it automatically comes with tracking. Otherwise, I most certainly wouldn't get tracking otherwise. And I would have just refunded the buyer and wouldn't be here in the first place.

Anyway, if AP don't come back to me soon or give me any answers in the morning, I'm going to refund my buyer anyway. As much as I think this is AP's fault, I just feel bad she didn't get what she paid for.

Thanks to all for your advice and opinions. Muchly appreciated! (it's not a word I know, but I like it!) 🙂

[arnl7178]

oops, I also meant to say "thanks putney", that's also great advice!

[phorum_junkie*]

What on earth is the point of sending with tracking if you are going to refund when AP say it has been delivered to the buyer's address? If they don't have a secure enough mailbox how is that your fault? I presume you selected the option not to leave the parcel in a safe place if nobody was home so it should have been taken to the PO and a card left. If that is not what happened then the buyer should be taking it up with AP.

[arnl7178]

I sure did PJ. I always check the option to leave a card, but my buyer adamantly states no card was left.

I'm still unsure what is the best route to take here. AP still haven't responded. I called them this morning, and they advise to wait on an email back from them.

Ugh, how terribly confusing!

[debra9275]

I would wait for AP to get back to you OP.

From the other side of things I am missing a small satchel that apparently was not deliverable to me ( goodness knows why, It was not delivered, it was not to be signed for and i have a secure place where parcels are usually left.)  According to the AP tracking site, I was carded , which I was not & the item was returned to the seller. The seller called me and said she was going to try again , so I've been waiting ( it should've arrived this week) and today I see on the AP site it was marked as delivered?? Goodness knows where they've delivered it to 😮 Ive bought from this seller before, so the address would be correct, and I know she checked it,

 Ive sent in a complaint to AP because they are putting things in tracking that aren't quite true.  This is the 2nd satchel this year that's gone missing, Normally I don't have any problems with them

[chezzy]

I can't believe the crazy things that are going on.

I sent a Platinum Express satchel to someone early March (AP's premium express service) - I just checked the tracking info on the AP website and it is STILL showing as "in transit" 5/3

(item was received by buyer BUT I am really concerned about the lack of updates with the tracking system)