an item has been posted can the buyer still claim a refund if he didn't receive .

[arty1941]

A dispute / claim has been raised against me for an item I sold and posted. I have a tracking number which was forwarded to the buyer as per normal. He claims that he hasn't received the item and wants a refund. I checked with Australia Post using the tracking number , and it is at his local Post Office waiting to be picked up . It was returned to his Post Office because no one was home to receive it.

Isn't it normal etiquette to enquire from the seller first,  before jumping in and raise a dispute with PayPal?

Regards

[shoptilludroptara]

yep

especially if you gave them the tracking number

they could check it online and see for themselves it awaiting collection

just email them and tell them to go pick it up asap

tara

[zelly888]

It isn't your fault that the buyer wasn't home at the time so therefor the item gets taken to the local PO where the buyer now needs to collect it,but if the buyer doesn't collect it within a certain timeframe then the item will be resent back to you if you have provided a return address,so advise the buyer that they need to pick it up from their PO

[chameleon54]

You say a dispute has been lodged. If it is a paypal dispute and you have a valid tracking number showing the item is waiting at buyers post office for collection, Paypal would normally find in your favour and the buyer would not recieve a refund.

[green-gifts-mkd]

Some post offices with large volumes of parcels 'Awaiting Collection', will only hold onto items for so long these days. If the item is returned to you before it is picked up, the buyer will need to pay for it to be reposted back to them (especially as you have let them know now).

Yes, it is teriibly rude to start a dispute without asking first. I would add this buyer to your BBL. I have added a policy to my store recently, as this has been a very inconvenient issue that has arisen of late. Either AusPost neglect to leave a card, or the card gets thrown out along with the junkmail/blown away, or the buyer is simply too busy or lazy the pick the item up.

A couple of the policies I have in my store:

If nobody is home when delivery is attempted, the item will be taken to your local Post Office for collection. If you find this possibility an inconvenience, please do not purchase this item.

It is your responsibility to pick up your item from your Post Office when it is 'Awaiting Collection'. Even though Australia Post sometimes neglects to issue a card, I encourage you to follow the journey of your parcel online using the tracking number provided in your 'Order Update' email. Any item returned to me due to not being collected within Australia Post's timeframe, will be resent at your expense.

[arty1941]

Thanks to all for the encouraging comments. Would adding Registration with Signage to ALL sales be an extra protection?

Regards

[davewil1964]

No. You already have adequate protection with C&S.

What adding SOD to all sales would do is cost you $2.95. Which will either be out of profit or the buyers' pockets. The latter is likely to reduce your sales. And get your postage cost stars pinged.

[chameleon54]

I dont use C & S but all items sent as parcels have a tracking number anyway. I ask the post office staff to write the post codes next to each tracking number on my reciept. I dont upload these ( takes too long ) but if there is a problem, I can go back to the right date and easily find the tracking number. If you send through large letter you could pay the extra fee for tracking but this would definatly scare some buyers away. Many sellers simply add 1-2% to thier selling price as self insurance to cover the occasional lost item. I register items over $60 in value as it hurts to lose one of these, self insuring for items of lesser value, keeping my post costs down for buyers. I definatly think this helps with sales.