guidance on shipping for proof of shipping/delivery

[ahoy14]

Hi there, I am SO confused about what is best for sellers to give them protection against buyers' PayPal claims, either fraudulent ("item not received") or genuine.

It seems from what I've read that PayPal more likely pays out to the buyer.  Therefore sellers need to be very careful about postage options.

I've been selling occasional items for a few years now, and had always thought that prepaid satchels (both the red prepaid ones and the eBay click and send) with tracking were sufficient to provide proof of sending and delivery. Now I read this is not the case, PayPal pays next to no attention to tracking info (and I have to say I've found Aust Posts a bit hit-and-miss at times in terms of when/where your item is scanned, so now I ALWAYS lodge at the PO). 

So then there's proof of shipping.  I'd assumed that the lodgement receipt they give you after lodging at the PO was proof of shipping.  But I see now that it's not:  it has no postcode information, only the satchel number so USELESS info for PayPal claims against you because it could've been a satchel sent to anyone, it doesn't prove that you were sending it to your buyer.  Maybe with eBay click and send satchels you at least have the satchel number linked to the buyer via the digital file of the label, so does that comply for proof of shipping?  Who knows, I certainly can't find anything on eBay to confirm this.  With the regular satchels, maybe you're a dead duck because there is absolutely no way to link any buyer info with that satchel number.

Then proof of delivery?  Again I'd naively assumed that tracked satchels ALL need signing for.  But again this doesn't seem to be the case.  The regular red satchels it seems can be delivered with "Safe Drop" - (what the heck is that?  Is that where the buyer nominates, after recieving a card from the postie to advise there's a parcel waiting at the PO, for Aust Post to leave the parcel at their house next day?).  I've never seen that with Click and Send satchels, can that be something the buyer nominates too with Aust Post?  If so, if delivered with Safe Drop and the parcel is stolen, whose fault is that in the event of PayPal claim?

I've asked eBay for a definitive guide for sellers on this, as all the standard info on the Help site only refers to the more obvious stuff about postage options, costs etc.  At the very least there needs to be a good eBay guide to eBay's own "click and send" satchels. 

If anyone can shed any definitive light on this topic, or point me to where I can find it I'd be most appreciative.

Many thanks

[lyndal1838]

Delivered with Safe Drop means that the item was too big to go in your letterbox but was not returned to the post office.  It was left at your property somewhere that was considered safe by the contractor/postman.

Items that require a signature should still be either signed for or left at the PO if no-one is home.

[digital*ghost]

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@ahoy14 wrote:

Thanks, yes proof of lodgement is important but the PO receipt is useless. I have done as you suggested and taken a photo in the past of the addressed satchel (if it's a prepaid red one, not click and send) . BUT I've read that in a dispute PayPal won't accept photos as they are too easily doctored. 

So I'm now only going to use click and send satchels as at least you have the link b/n the satchel number and the buyer. 

do you know though if click and send satchels require signature on delivery? 

I'm pretty sure the red prepaid ones don't as when I've used them the tracking sometimes shows delivered with Safe Drop. I've never seen that with the click and send ones.

thanks again

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PayPal can (and have) accept(ed) photographic, and even video, evidence when something comes under dispute, but an image of the addressed package would likely require some supporting evidence (lodgement receipt, and/or online tracking). 

If you use C&S you can save a copy of the PDF that's generated, which allows you to provide proof that the label was addressed as appeared on the PP notification. Lodging over the counter and getting the lodgement receipt is recommended because that lasts for as long as you keep it, whereas just relying on the scan showing lodgement / delivery means it lasts for as long as there is a record with Aus Post (the online tracking disappears after around 60 days, I believe, while buyers can lodge INR disputes for up to 180 days with PayPal, and some credit cards allow chargebacks for up to 12 months after the purchase, so if you have documentation that can show a tracking number, name / address, and official proof that tracking number was lodged with Aus Post, you have everything you need for the next year). 

C&S doesn't require signature on delivery - it's an additional cost on pretty much all of their parcel services (a select few of the more expensive ones will include it). I use SOD for higher value items to ensure they're not safedropped, just to help avoid the situation where an item is showing as delivered but the buyer says it's not received (eg stolen after delivery), but it's worth keeping in mind SOD doesn't guarantee delivery, and doesn't include any extra cover (unless it's a letter and you send registered), so if something goes wrong and the package doesn't get delivered, eBay may still find you liable and you might not get any compo from AP.

This may not apply, but SOD is a requirement for seller protection if the total value of the order (including postage) is $750 or more. 

[nevillesdaughter]

Signature on Delivery is an avaiable option with Click and Send ($2.95 extra from memory). Most of my items are around $50 or more so I feel it's worth it.

Marina.

[ahoy14]

Thanks for that, very useful.