item not delivered

[colin050360]

an item i posted with a tracking number, has not been delivered to my buyer but the post office say it has been delivered accordingy to the tracking number, what do i have to do next and do i have to refund my buyer

This has never happened to my before

[*sparklz*]

If the buyer paid with paypal and you have tracking to show the item was lodged at the PO then you have seller protection and the buyer needs to get the money back via paypal.

Have you looked at the Aust Post tracking site and entered the number to see what shows? http://auspost.com.au/track/track.html

[clarry100]

Yes... "proof of lodgement" is the key here.

You must be able to proove to PayPal that you actually lodged the item for postage. Even tho the tracking number may show it as delivered.

If this is the case then your buyer will be covered for money back from PayPal and you will not be out of pocket either.

Your buyer should raise an INR (Item Not Received) claim with PayPal to get their money back.

In my experience with PayPal they will even accept a photograph of the addressed item as proof of lodgement, so long as it shows the official PO cancellation across the postage stamps and clearly shows the postal address.

[black*poppy]

I'm pretty sure that you don't have to show lodgement to qualify for paypal seller protection.

If you have a tracking number which shows online as delivered then this is acceptable.  I've never had a problem with this in the few occasions I've needed seller protection.

The risk with using the street posting box is if the item goes completely missing (i.e. no further scans and buyer claims INR) or AP fail to scan at delivery, which often happens, you have no proof that you ever posted the item so you will not be covered.

So it is a risk to use the street posting box, but if your tracking number shows it is delivered you will be covered.  It's not always possible for sellers to access the PO regularly.

Your next step depends on what your tracking number shows.  If you let the buyer know that you can see the item as delivered, and give them the AP tracking links, tell them a full investigation will be instigated and you would appreciate their cooperation with AP..... usually the item mysteriously turms up.

[digital*ghost]

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@clarry100 wrote:

If this is the case then your buyer will be covered for money back from PayPal and you will not be out of pocket either.

Your buyer should raise an INR (Item Not Received) claim with PayPal to get their money back.

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Buyer protection is void if the seller has proof of postage, so in most circumstances PayPal will not refund the buyer if POP is established. 

[phorum_junkie*]

You must have proof of posting which as a minimum requirement shows the buyer's postcode so if you used the ebay labels or click and send you should be OK. It is not enough just to have a tracking number if it only shows as delivered to the postcode of the nearest mail centre to the buyer if that is a different suburb which is the case with ordinary AP satchels or regular parcels.

[digital*ghost]

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@phorum_junkie* wrote:

It is not enough just to have a tracking number if it only shows as delivered to the postcode of the nearest mail centre to the buyer if that is a different suburb which is the case with ordinary AP satchels or regular parcels.

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No, it's not.

Satchels and regular parcels have the same tracking events as C&S etc. They have for a very long time.

[clarry100]

So a C&S satchel lodged over the counter is absolute proof of postage in a claim for INR?
But if you send by regular AP parcel or satchel even when lodged over the counter with a tracking number then this is no good (for the seller) in an INR case?

[*sparklz*]

The regular AP satchel or even a parcel that is paid for over the counter has tracking these days and either is proof of postage.

This is why it is good that a seller enters the tracking number in the space provided on the sold item once posted even when it is not via click and send.