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@21ladyluck wrote:

 

How do I reply to her negative feedback to tell the truth about what happened ??

 

Pam

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it needs tweaking, but something along these lines

"

I have no control over what Australia Post does with a package once I post it."

BTW, why would the ciustomer voluntarily pay for SOD? If they paid by PayPal, SOD is YOUR insurance, not theirs, why would they pay for YOUR insurance?

(Plus I think SOD is only for parcels, Registered is for letters - and if this was a parcel it would have a tracking number, have you?

If you wish to protect yourself against this in future, then you need to post by a trackable means of postage and have lodgement proof and if you are not prepared to cover the cost of this, then you have to CHAERGE the cistomer, don't give them an option as they will naturally choose the cheapest option on most occasions,

If they open up a paypal dispute for INR, if you cannot provide both a tracking number and proof of lodgement they will likely win and be awarded the refund anyway, so you may as well cut out the middle man and refund them in the hope of reaching an amicable conclusion.