australia post have lost a parcel i sent. the buyer opened a case, to which i have responded with

[8743judith]

tracking details (including sign for delivery)and as much info as possible on a reguklar basis. it now seems the parcel is definitely lost and ebay has refunded the buyer from my frozen paypal funds, stating they had closed the cae because i did not supply sufficient tracking details. i am over $100 out of pocket even though i did everything right. i thought paypal had some sort of insurance policy covering sellers for this type of situation but cannot seem to find it anywhere. please help!

[dave4110]

Have you contacted Aus Post? They can open an investigation on their end. I believe Parcel Post has insurance for up to $90? But I never had a lost parcel (touch wood) so never had to claim on that.

[davewil1964]

It's called seller protection and the details are available on Paypal's website.

[8743judith]

yes, have been in constant contact with Austpost who now deem parcel lost. they will only reimburse postage cost, not that of contents

[8743judith]

thanks, i did find this but it didnt clearly make sense to me. do they pay me back for the money refunded to the buyer or do i just lose out completely?

[clarry100]

Did your tracking have any scan events at all?

ie when you sent it did you get an over-the-counter lodgement scan? This event is your proof of actual postage.

This lodgement event is crucial to tracked parcels as without any scan events at all you have no proof that you even sent the parcel.

If it has been deemed lost by AU Post then without a lodgement scan there is unlikely to be any other scan event as it has not been delivered.

If this is the case you may have a tough time getting any PayPal decision reversed.

However, if all else fails you could try lodging a formal complaint with the FOS. But they may support PayPal if the above is true.

https://www.fos.org.au/

[digupatin]

I recently had a parcel go missing while AP were processing it.

I filled out the claim form my local PO gave me and eventually received a phone call from AP who agreed to refund all postage costs including tracking costs PLUS $50 compensation - the maximum payable.

Although the contents were worth almost twice that because I didn't insure the contents there was nothing else they could do for me 😞

[8743judith]

Yes, I did lodge at post office and last tracking scan said it had reached a sorting facility. There are no further tra kings after that so they are saying it has been lost there.

i supplied all of this info to buyer and eBay, but have still had case ruled against me for ' not supplying tracking' which to me seems absurd.

[8743judith]

I was told I would get postage cost refund but that is all without insurance 😕

[clarry100]

Yes you will have a tough time getting any compensation for the item itself without extra insurance.

I believe they will do it on the very odd occasion. Press them and see what they say.

You could try a complaint to the Postal Industry Ombudsman, but don't like your chances without insurance.

But....

It seems to me you should have all the bases covered with your tracking showing a lodgement scan.

I assume you sent it to the address provided from PayPal in the transaction??

Can the tracking number be directly associated with the buyer's address?

ie was it a Click and Send label or an Ebay printed label?

Both of these automatically directly link the shipping address to the tracking number.

I think I would be inclinde to lodge a FOS complaint in this case as I don't believe it should have been awarded against you.