Hapened to me recently. Aust post have item squashed regularly in the machinery they told me and it may have ended there. Despite being jewellery there was no evidence of that happening, and they could not find it at all, and the tracking number showed up only as being posted. I fully refunded customer. Aust post refunded the cost of the satchel only!! If no insurance no compensation from aust post. They lost it but too bad is their attitude. I doubt they even looked, as it was weeks later I got a reply.