@ Peppermint - perhaps write a nice message back and say that you are unable to refund as the item is still in transit and, as she is aware, there are massive delays in the network which are out of anyone's control.

You could also add that not only were you unaware of her deadline, but since it will arrive after today, then it's best if she refuses the package so that it gets returned. Once you have it back, you will refund the cost of the item only, not the postage as it would be considered a change of mind return. See what happens.

I reckon the reason she's not opening a dispute is because she knows she won't win it.

Please don't be afraid of negative feedback. There are circumstances under which it can be removed, depending on what the buyer says. If it can't, you can always write a professional response that FUTURE buyers will see.

Thank you so do much for this response. I think it’s a great suggestion and will try it. 

Thanks so much for your reply. That’s interesting with your dates and it’s in VIC as well. I posted one express post to VIC on Wednesday and the customer got it today so it’s weird it’s that last week in October it’s so delayed 

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@sugar249 wrote:

I know others on here have expressed no sympathy for the buyer,  but you offered express post knowing that Australia Post don't guarantee delivery at the moment.

 

And your listing would have listed an expected delivery date for that item.

 

So yes technically not your fault as it was in Australia Posts hands,  but don't offer a service which isnt working,  you were happy to accept the higher fee from the seller.

 

Do the honourable thing and refund the buyer.

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The buyer has options - they can return the product they no longer want. 

AP aren't honouring their next-day delivery guarantee with express, but that's it. They are still expediting and prioritising express packages, they just aren't promising delivery by X or postage is refunded anymore, and delays affect all services, even those that have been prioritised. 

Most of my express parcels are getting to buyers in 2-3 days (some even have been delivered next day), while standard are taking 5-10 days (including weekends) - I assume this is why a significantly larger percentage of my own buyers keep selecting it.

Refunding the buyer would not be "honourable" (as in it's not "the right thing to do") unless they offered a personal guarantee to the buyer - I presume they didn't, since ETAs are just that, estimates, and they only learned of the buyer's requirements today, it would be a well above and beyond level of service, and I'm sure the buyer would appreciate, but not an obligatory one out of any sense of honour.  

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@peppermint-lane-invitations wrote:

The buyer actually contacted Australia post on Wednesday and was just told it’s delayed due to covid.  That’s the only response she is getting from them 

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But what does the Aust Post tracking site really say?    You should look for yourself, not go by what the buyer says.    We would like to know too.

https://auspost.com.au/mypost/track/#/search

sellers, make sure you have a return address:

Australia Post blasted after auctioning seltzers, surfboards and TVs - Eminetra Australia