here we go again good posted buyer claims not received

[sjs_creative_creations]

hello, well i posted item out to buyer promptly and that was towards the end of last month,now 22 days later, buyer contacts me saying they never received their item, well tracking is showing as received and delivered, buyer saying all they can think of is maybe it was left "on" post box her words and it has been stolen.  I think shes expecting another sent out, what would you do, i dont think it is my fault if post was stolen from her letter box!!

[digital*ghost]

I would let them know that I will initiate a missing parcel investigation with Australia Post and keep them updated on the progress and outcome. 

[phorum_junkie*]

You say it has tracking but what type of tracking? Does the AP tracking info show as delivered to the address or just to the nearest mailing centre as happens with the prepaid red and express satchels. If it shows delivered to the address then tell the buyer you are very sorry but they should contact Aus Post as obviously it is they who have stuffed up. If it only shows as delivered to the nearest depot then you may as well just refund the buyer as they will win a Paypal dispute.

[sjs_creative_creations]

hello, it is a click and send parcel, we always use click and send, it says delivered to her suburb area, not sure if it is the address itself, but that is where she lives.

[ajarnjenny]

I wish Australia Post would lose my phone and council rates bills as often as they lose eBay buyers mail!

[thecatspjs]

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phorum_junkie* wrote:

You say it has tracking but what type of tracking? Does the AP tracking info show as delivered to the address or just to the nearest mailing centre as happens with the prepaid red and express satchels. If it shows delivered to the address then tell the buyer you are very sorry but they should contact Aus Post as obviously it is they who have stuffed up. If it only shows as delivered to the nearest depot then you may as well just refund the buyer as they will win a Paypal dispute.

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Even if tracking shows that a parcel is delivered, It is the sender that must request AP to open a missing parcel investigation, the sender may also give permission for the recipient to make enquiries direct to AP about the investigations progress. 

[create_fashion-com-au]

Hello,

I would have thought if an item was large enough not to fit in the mail box " as your buyer claims, it may of been put on top of the mailbox and stolen", Australia Post would send to the nearest post office and leave a slip in their mail box.

As it seems that this isn't the case, and it was posted the to buyers mailing address and  its as delivered. It's up to the buyer to keep tabs of their tracking number.

I'm sure it would not of taken 22 days to receive their item. As the buyer had received a tracking number from you, they can also follow up with Australia post how this is tracking.

Once the parcel leaves you & you supply the buyer with a tracking number it's out of your hands. 

In this situation, it's best to make contact straight away with the buyer (preferably over a phone) and advise what your going to do in order to assist resolving this matter.

You need to speak with Australia Post firstly, and explain the situation and they will put an investigation team onto this.

They will only refer to the scans though and if it says delivered, Australia Post might say there is nothing they can do as it's been delivered.

I would speak with Paypal and explain the situation as under the buyers protection Paypal maybe able to reimburse the money to the buyer.

Or, depending on the price of the item it might be more cost effective then making several calls and wasting you time just to post another item to the customer.

I'm not too sure how your business is set up, but you can just claim it as an expense. (As your loosing out on this sale).

The best thing is to find out what the buyer would like you to do, as its best to keep the customer happy.

Best of luck, I'm sure you'll find the best solution. 🙂

[extra-keen]

For what it is worth - this is what I write to buyers claiming ïtem not received"

"The item was posted on (date) from (PO name) with (tracking Number) to (customer address). If the address isn't correct please let me know. If the address information is correct please check with other members of your household to make sure no-one has it, also check with neighbours - sometimes Australia Post contractors deliver to the incorrect address. I will initiate a  missing item investigation with Australia Post."

And most often I never hear anything back. If it has genuinely gone missing I  usually do replace - as it is worth it just to keep good customer relations - and in a couple of these cases the customer has been a good repeat customer. However I have to say that the only mail I have had go missing in the last 6 months has in fact been my own fault. LOL So AP don't very often loose things from my experience.

Good luck OP, and do let us know how you go!