buyer wants refund for lost item before Aus Post compensates

[phantom-bill]

My buyer in the UK has not received his item that was sent from Sydney on 9th december. He has checked with his post office and it is not awaiting collection there, so unfortunately item appears to be well and truly lost.  He has asked me to refund me now but I do not want to do that until Australia Post compensates me first. Problem is, i lodged missing parcel enquiry online but accidently closed the enquiry.  I rang australia post, waited almost 30 mintes, then i am told that case couldnt be reopened and gave me a new enquiry number and because it is now a telephone enquiry, I will have to wait 6 weeks to have someone call me back!!  As opposed to 2 to 3 days when lodging online!! 

My question is, am i within my rights to make him wait possibly 6 weeks before I get my refund to give him his refund?  Its only a matter of $45 including postage but i dont want to refund him and then for some reason I am not compensated?

Thanks in advance for any help.  Maureen

[harley_babes_hoard]

No. Well you could but you will surely get a neg for doing so. Refund him now and you sort it out with australia post later

[*sparklz* · Accepted solution]

If they open a dispute they will be refunded.

Is there any tracking as proof of postage as that may be required to keep your money and paypal will then refund from their own funds if you can prove postage.

But no you can not make a buyer wait till AP refunds you and this would only be done if it was registered in which case you can prove postage.

[horizon1907]

phantom, IMO your pushing the proverbial up hill. If you make your buyer wait another 6 weeks just so you may or may not compensated, you are going to get the Buyer very angry and so be it. Give him the refund and then you wait for the outcome from Austpost. As you mentioned it's only $45.00. Would you care to Buy a Big Red Neg for that amount.

[phantom-bill]

It was sent Registered Post, so if Australia Post finds the item has been delivered or is found somewhere in England and then delivered and I have issued a refund and get no compensation from Australia Post, what happens then?  Do i have to lodge a dispute with Paypal or ebay to issue me a payment?  Thats why i am asking.  Its my first lost parcel and i am not sure what to do.

[phantom-bill]

I do have a tracking number but its not for International mail.  Its just for australia post investigations into the matter,

[crazyplacecostumes]

Was it sent via eparcel or Pack and Track or just Registered? If it's registered you can track it online - AussiePost gave me a few 'instructions' on how to do it 🙂

[crazyplacecostumes]

Oh but sorry in answer to your post, I'd refund now. 

[phantom-bill]

It was just registered and i am unable to track it online internationally.  Hopefully in 24 hours my closed missing mail claim will click over to the new claim and that means that someone will contact me in 2-3 days.  If not, i will contact oz post and see if i can track it somehow.

[wehavethatau]

The buyer can open a dispute giving you a defect and unless you can prove delivery via online tracking, the buyer will be refunded the item amount + postage.

eBay nor the buyer will care for the outcome of your Australia Post investigation and once a case is opened, eBay will refund the buyer in less than a week.

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