I had a number of lost parcels last year and got tired of waiting and waiting and waiting every time I diligently opened a case in my Australia Post account.

Around September I had already been waiting 12 days for a reply on a particular item and sent off a nicely worded note through FB messages. They got back to me within a few hours and a day or so later the case was resolved.

Now, every time I have an issue with a lost tracked item, I just send them another message and ask them nicely to look into it. I've solved 3-4 this way since September.

To their credit, on Monday morning around 11am I sent them a message about the latest one, they got back to me within 2 hours and after a bit of back and forth where they ask you to tell them about what was lost, the value of it (I always include a screenshot of the sale as proof), the whole thing was solved by 3pm and a money order back to me was processed.

The trick is to make the message sweet, not go in with guns blazing.