eBay Item lost, Seller ignore request. eBay refused refund

Lrayn7x on 07/01/2017 - 11:06
Last edited 10/01/2017 - 10:31

Bought a $450 item from eBay, the item is lost by Australia Post.

The driver put a Attempted Delivery tracking and say my office is closed when everyone is in the office. Since then Auspost lost track of the item.

The seller would not reply to any of my request.

I open a case with eBay and they closed my case saying the tracking info show the item is delivered to my address. I called eBay and they say that when the tracking information shows Attempted Delivery, that means it is delivered. Even Australia Post knows that they have not deliver my parcel.

Is there anything else I can do in this case. This is really unfair.

Updated 8/Jan

My appeal with eBay is denied, and they basically repeat the same thing to me. below I extracted the wording they used as the reason to deny my appeal:

ebay: "The tracking information shows that the courier attempted the delivery and that would be considered as delivered. Your appeal has been denied since proof of delivery was provided"

I found that the seller advertised the delivery method as Parcel Post + Signature. So now I am going back to eBay with this particular point to ask them to provide me the proof of delivery with my Signature on it.

If this doesn't work out, I can only say eBay is really dogy in handling this.

Updated 9/Jan Part 1

My 2nd appeal to eBay is denied again base on my argument that the Parcel Post + Signature delivery I mentioned in my previous update and below is the reason for denial:

eBay: "We have checked the transaction and it shows that it was delivered to the correct address which was the reason why we have denied the appeal. As for the signature confirmation, we don't require signature confirmation if the item is less than AUD 750. It would be best to contact the courier to ask information about the item delivered."

Updated 9/Jan Part 2

I am really trying every single effort to deal with eBay and go back with the tracking information again.
As I previous mentioned, the Attempted Delivery even is on the tracking but it is not at the Suburb my delivery address is.
The tracking event happen at the suburb which is 2 sub away from where my office is.

So i appeal to eBay again and as expected it is denied again with the reason below:

eBay: "Please know that eBay doesn't see or handle items on eBay. We based our decision from the information that we have on file. If you have not received the item, you may want to contact Australia Post about this and file a claim. "

To be honest, I am not going against the seller at this matter, what i found that is how eBay being so dogy in turning black to white.

Updated 10/Jan

I gave up with eBay, they are just protecting themselves, and standing firm on the ridiculous reason for the decision.

Even they know the buyer cannot make a claim with Australia Post, they still ask me to contact Aust Post for inquiry and compensation.

All these times when I make a purchase on eBay, you see the phrase of "money back guarantee", "Buyer protection" are absolutely misleading.

I have contacted the seller again and again, and finally he make contact with Aust post and lodge a case for the delivery.

General Discussion

Related Stores

eBay Australia
eBay Australia
Marketplace

Comments

  • FittyFitty on 09/01/2017 - 01:45

    Doesn't sound like a seller issue to me. All Aus Post unfortunately; they are a shambles…

    • AsSeenOnTv on 09/01/2017 - 12:43
      +2

      wrong. the contract betweent he buyer and seller is for the goods and delivery inc signature. theis has not been provided. Australi Post is the issue, but that is an issue between the seller and AP as they have the contract for delivery.

  • MetalPhreak on 09/01/2017 - 02:16
    +7

    I had a package I sent via Auspost (for an eBay sale) go missing. It was fully insured. The buyer went out of their way to contact AusPost about it but they kept knocking him back as he wasn't the sender. Only after this did he contact me and ask for me to lodge a complaint with AusPost. However, the person he spoke to at AusPost said I could "transfer" the claim to him by putting it in the complaint comments. So in the end, Auspost dealt direct with the buyer and paid him the insured value directly - all I had to do was lodge the initial claim

    If it's not an insured package, forget about getting much if any compensation. Lodging a complaint may help escalate it to be found though.

  • Ryxxi on 09/01/2017 - 07:37
    +3

    How did you pay, I suggest you open up a dispute on the transaction with your ban and start a case with ombudsman/ACCC. Attempted delivery Is not delivered lol, Because they will always drop the item off at post office for you to pick up.

  • Skramit on 09/01/2017 - 08:25
    +2

    I've had items "get lost" by Aus Post all the time, especially when I've bought from eBay and Amazon.

    Somebody at the AusPost depots is making a killing selling all the stolen goods that get "lost" by AusPost.

  • apple2016 on 09/01/2017 - 09:16
    +1

    If the seller is an Australian business you still demand cash back from seller if you did not receive the item under Australian consumer laws. You need not go thru eBay. But this will take more time and effort.
    If you used a credit card you can ask the bank to do a charge back regardless of eBay/pay pall.

    Good luck dealing with auspost. In my experience a bunch of monkeys will run a courier/parcel delivery service better.

  • [Deactivated] on 09/01/2017 - 09:20

    I've had packages left at the door with fake signatures and items "delivered" but then delivered a few days later after complaints lodged with no explanation. Each case it comes down to a driver being behind wither deliveries or just plain lazy or impatient. It's a sickening feeling when the package is supposedly delivered or is lost but can't found anywhere.

  • ronnknee on 09/01/2017 - 09:53
    -2

    Everyone here is attacking the seller when Australia Post was the who lost track of the item.

  • dealhunting007 on 09/01/2017 - 09:55

    I believe the recipient can lodge complain with AP about item not received. Ask them to provide signature evidence that it was delivered to required person.

    It has happened to me but not by Australia Post. Microsoft sent me replacement laptop, showed delivered after 2 days (God Knows where) with someone else signing the parcel. I called Microsoft they said it's delivered i said no it is not as i have not signed anything or received anything and nothing is left. They raised case with their courier and i waited for days.

    I then got details of courier and called the company to lodge complain, they sent 2 drivers at my address saying we delivered on same address and someone accepted it. I said show me my signature if i received it when item is on my name, no one else lives here by the name who signed. I asked do you remember who received the delivery, the driver was like it's been a while since we delivered and my response was "BULLSHIT" it was delivered a day ago and you don't remember?? Then they checked their book and found they never delivered anything to my address on that day.

    Recorded everything sent to Microsoft, got my money hold removed and refund processed instantly while they sort their shit out with courier company.

    I suggest to get written evidence from Australia Post about item lost and share it with paypal, ebay and or financial institute to get money blocked. If you don't get response from Australia Post, just search their Customer Service Director on Twitter and send tweet. I tried that when i had no luck with AP support and after tweet i got senior manager looking after my case and taking full ownership to assist with my issue with AP of lost item.

  • Beef Dingle Berry on 09/01/2017 - 10:47
    +4

    I recently learnt that Ebay consider an attempted delivery by a courier company as a successfully delivery. My item was returned to the seller and this was shown on the tracking information but Ebay refused to refund the purchase price. I appealed the decision and spoke to an Ebay representative who told me an attempted delivery by a courier company is considered a successfully delivery, which to me sounds obsurd. The seller refused a refund so I left negative feedback which Ebay removed.

    • rayn7x on 09/01/2017 - 10:57
      +1

      Thanks for letting us know.

      eBay is really a piece of sh..

    • jackofspade on 09/01/2017 - 11:07
      +4

      Did you tried paypal dispute? credit card chargeback?

    • centrelink on 09/01/2017 - 14:38
      +1

      If it didn't count as a successful delivery when attempted then Ebays crappy system would count a fully deliveried item on a later date as a defect to the sellers as they were supposed to deliver on or before the due date.

    • McFly on 10/01/2017 - 01:37
      +2

      Ebay representative who told me an attempted delivery by a courier company is considered a successfully delivery

      That's great - now the OP can do a CC chargeback AKA 'attempted payment' - and eBay will have no leg to stand on!

  • cst on 09/01/2017 - 11:08

    Sorry if this is a dumb question but have you tried going to the post office and asking them to look for your parcel? I had an item say via online tracking "attempted delivery" then no further details and no card left. Aus Post were no help at all so I went to all 3 post offices that my parcels are often transferred to and finally found it.

    • rayn7x on 09/01/2017 - 11:15
      +1

      Yep, I have done that so. No luck.

  • whodidthat on 09/01/2017 - 11:36
    +5

    I think this should be escalated to the postal ombudsman http://www.ombudsman.gov.au/making-a-complaint/how-to-make-a…

    Once you file the complaint, copy the case number and post it on https://www.facebook.com/australiapost/
    That usually makes them jump.

  • Fobsessive on 09/01/2017 - 12:22
    +1

    What if the parcel that failed to deliver was an incorrect item anyway?
    eBay cannot know if the correct item was even shipped in the first place.

    • rayn7x on 09/01/2017 - 12:39

      ebay is holding onto the point that Attempted Delivery means it is already delivered to my address.

      Even I raise the question about Signature require and even the event tracking shows the last event is on a different suburb.

      They insist the item is delivered to my address.

  • Hirolol on 09/01/2017 - 12:41
    +1

    StarTrack has a shitty reputation for not knocking in doors.
    Waited weeks for my item with no sign of it being anywhere so I check the order status online and it says an attempted delivery was made, so just bring your attempted delivery notice that we left you and come get your item which was about a 20minute drive from the depot.
    Yup, obviously mr courier couldn't be bothered doing his job properly and didn't even bother trying to deliver it.

    No easy way to find the contact details on their website and Once I found it I constantly got the same generic response when I said I want my product delivered.
    In the end I just contact the company I bought the item from and got a full refund for the product and the membership for special deals, oh well atleast I don't need to deal with shitty courier anymore.

    Such poor service we have here, but usually from the small selection of bad company give the good ones a bad name.

  • benderz on 09/01/2017 - 13:01
    +1

    A similar thing happened to me several years ago.
    The AP courier attempted to deliver, left no note and the online system said delivered. I contacted AP 6 times and was advised various reasons why it wasn't delivered (was even told to look under bushes at my apartment complex) and told a manager would call back every time. I never received 1 call from them.
    I was also advised the seller could make a claim but as there was no insurance, it would only cover $75? from memory.
    I didn't purchase the item from eBay so went directly to my bank and did a chargeback. The seller suddenly became a lot more interested in the whereabouts of the order once this happened and 6wks after being sent from Brisbane to Melbourne the package turned up. I made a seperate payment back to the seller to cover the item.
    I never received a call from AP to explain.

  • 01011010 on 09/01/2017 - 13:10
    +1

    had a similar thing just today with AP - first delivery attempt no one was home - note on tracking system was 'customer not known at address' - which is BS. called AP 'customer service' and they said they would redeliver - confirmed correct address (which is what they had) and next note on tracking system is 'Returning to sender - address not known'

    just amazed at how bad they are.

  • 01011010 on 09/01/2017 - 13:13

    we all need to stop using australia post. but is there any real alternative?

    i found this: http://www.smh.com.au/business/innovation/five-australia-pos…

    who wants to start 'ozbargain post' :)

    • insular on 09/01/2017 - 14:36

      use a more expensive courier with proper tracking and signature. but even they have problems.

      officeworks ive heard is terrible, take far longer than quoted.

      i think it was fastway, that tried to steal an office chair i bought. signed it as delivered even though i was home. got on the phone right away and delivery driver came to drop it off.

      • Tal_Shiar on 09/01/2017 - 18:20

        Fastway in Glen Waverley was horrible, courier had such bad reception it was easier dealing with the seller via email

    • whodidthat on 09/01/2017 - 17:05
      +1

      That's the thing though isn't it?
      So many are so bad - who can you trust?

      Toll is (apparently) bad, yet Toll DX is supposed to be ok. But I've not tried either of them.

      Fastway? More like Forgetit.

    • jellykingdom on 10/01/2017 - 08:49

      I use Pack & Send in Wollongong quite often, since they are much cheaper for large items. But even they have their problems. I sent an amplifier to a fella over in Perth, and he emailed me asking when it would arrive since it had been 9 days. I was pretty surprised, checked online and it showed as being in Wollongong still. Went to the depot, and the damn thing was still sitting where I'd dropped it off. Apparently they had forgotten to send it on the last couple shipments to Perth, and it was due to leave that afternoon…

      Generally pretty good, but not great

  • Rocket6 on 09/01/2017 - 13:16
    +1

    There have been some really good suggestions from the community here. I understand that eBay can be painful in this regard, but they've facilitated the buy / sell process and can indicate that the seller sent the item via appropriate channels. The courier (Australia Post) is 100% responsible here.

    As indicated in the thread, your seller should be hassling Aus Post as to the whereabouts.

    Your avenues of enquiry should be with the seller / Aus Post.

    Should all else fail, I'd be contacting my credit card company.

  • smartazz104 on 09/01/2017 - 14:26

    Tell the seller to get off their arse and call Auspost now.

  • MeesusEff on 09/01/2017 - 14:32
    +6

    Call Auspost and file a complaint saying you want to take it straight to the couriers manager. They take these complaints really seriously. My brother is a Auspost supervisor and he does look at complaints very seriously and does an investigation to the best of his abilities. A lot of complaints have actually gotten people fired so please dont think it goes unheard.

    good workers are hard to find :(

    • rayn7x on 09/01/2017 - 14:45
      +2

      Thats encouraging. Thanks.

  • centrelink on 09/01/2017 - 14:34
    -1

    That eBay seller is a champ, as for me I'm always lose these types of cases as I send items at letter rate

  • cyrax83 on 09/01/2017 - 15:02

    Issue with Aus Post not the seller, although the seller should assist you in filing a claim, they shouldn't be liable for a refund

  • whodidthat on 09/01/2017 - 17:07
    -2

    Just a thought, have you called the seller?

    • whodidthat on 09/01/2017 - 18:19

      What, exactly, is wrong with calling the seller? HUH?

    • Tal_Shiar on 09/01/2017 - 18:21

      You want your phone number floating around eBay?

      • whodidthat on 09/01/2017 - 18:29

        Obviously not showing publicly, but a contact number SHOULD be registered with ebay and you can request contact details from ebay.

        • highdealer on 09/01/2017 - 18:36
          -1

          Not every one registered with a legitimate phone number and even if they did, ebay won't just give it out freely without their consent as it would be a breach of privacy.

        • whodidthat on 09/01/2017 - 18:48

          @highdealer: You are quite correct that members do not always have a current contact number registered with ebay - but sellers USUALLY do.

          You are giving incorrect information with regards to ebay not giving contact information out, when there has been a recent transaction between two members. Please don't mislead people.

          You CAN request members information in such a situation. From the following link:

          You can request another member's contact information if you're involved in a recent transaction with them.
          http://www.ebay.com.au/sch/ebayadvsearch?_sofindtype=9

        • centrelink on 09/01/2017 - 23:39
          -1

          I'd stop selling on eBay if I had to share my number.

        • whodidthat on 10/01/2017 - 13:38

          @centrelink: If you are registered on ebay, and have included a telephone number (which I don't see as a problem), then you cannot stop it being shared with those you have transacted with - if they request the information.

  • highdealer on 09/01/2017 - 18:32
    -1

    This is definitely an Aus-post issue but the responsibility fall on the seller to make sure the item is receive by the costumer.

    As far as you are concern as a customer, you never receive the good. It is annoying that the seller is not responding, this seller is lazy or just can't be bother to respond to you. You should open a case on paypal, or make a charge back claim with you bank if you didn't pay by paypal. People will only act if the money is at risk. You harassing Aus-Post is not gonna get you anywhere because you were not the person who directly pay them for their service, they have no obligation to you but to the sender. Even you said it yourself, only the seller can get compensation from Aus-Post, so it is perfectly reasonable for you to get compensation from the seller. I would suggest to never make a claim on ebay, if you haven't try the option of getting your money back from paypal/bank first. After all you are a customer to paypal and the bank, not to Aus-post or ebay.

  • fozzie on 09/01/2017 - 19:03
    +1

    Chargeback via credit card if no luck with paypal

  • Steamed Hams on 09/01/2017 - 19:37

    The seller has held up their end of the deal and posted it, including a tracking number. Clearly this is an Australia Post issue and if you haven't already open a missing item enquiry. It would help if the seller was responding and Aus Post may ask for verification from the seller which could be troublesome seeing as you can't get a hold of them.

    You've got to be really direct, otherwise Aus Post will fluff around within the case, handball the issue and not directly answer your questions. Even if it means taking it to the Ombudsman or demanding to speak to a supervisor/manager. Call rather than email.

  • echineon on 09/01/2017 - 19:51

    I've been in similar situation before and got it sorted in my favour after couple of denies. You need Auspost confirmation in writing that it was not delivered to the intended address (in my case it showed as delivered to a different suburb) and follow up with ebay with that. Call if you can. I don't remember what I said over the phone but I got hold of the supervisor and exchange all information Auspost sent me in writing (email forward) to show the item is not in my possession. But that usually 3 tries the max for ebay, you might have used up all 3 I'm not sure how much is in your favour without Auspost confirmation.

  • tramperleo on 09/01/2017 - 22:47
    1. Most possibility, the item is on the way back to sender. Could have some tracking info shown later especially when the sender collect the returned item. But this could take several weeks.
    2. It could also happen that the item is waiting for collection at the local post office where the item was attempted to deliver.
      3 Don't think this is a lost item because it once had all tracking info recorded and so usually the postie would not risky to steal it. It would appear someday either to you or to seller.
    3. The receiver is allowed to lodge query on the item to them. So do it to enhance the chance the item was transferred to you but not to seller whenever it appears.
  • Sammyboy on 10/01/2017 - 08:46

    I would try Paypal. Although, Paypal have refused to accept the claim for me in the past, when I have already lodged a claim via Ebay, saying the they cant open a claim if one has already been started in Ebay. Ebay were a nightmare to deal with. I would now never lodge a claim direct in Ebay.

    Otherwise, post a concise story of what happened on Aust Post facebook page. Say how disappointed you are in Aust Post etc etc. Just post it under their latest post. You will find everyone else does it too. Their facebook team are surprisingly fast to respond.

  • Cusack on 10/01/2017 - 10:02

    Doesnt help now, but going forward I suggest using Parcel Lockers. It's free! I get text notifications when something is there and I pick it up on the way home. I don't trust packages being left outside, and hate having to drive out out to another Post office if it couldn't be delivered.

  • godofpizza on 10/01/2017 - 11:04

    i wonder if the seller did actually put down the correct address.

    The driver put a Attempted Delivery tracking and say my office is closed when everyone is in the office. Since then Auspost lost track of the item.

    does your office have any ccd footage of the driver turning up?

    even if it the tracking says that the item is being attempted/failed delivery, it usually goes back to the driver's van and then back to the PO.
    why isn't the driver being held accountable?

    • rayn7x on 10/01/2017 - 11:25

      checked with AustPost and they confirmed it has the correct delivery address.

      It is all started with the driver putting a false tracking event for not delivering the parcel.

      • edfrane on 10/01/2017 - 15:22

        Happens to me all the time with false events.
        With me, they don't even try. Just pop on attempted delivery down on the system (no card), and leave it at an ausPost office.
        Sometimes, I get an text message notification. If not I find out by tracking, or popping down to the office when I think it should've arrived.

      • SnoozeAndLose on 10/01/2017 - 15:45

        So where is the parcel now? and what Auspost is going to do about it?

      • Sammyboy on 11/01/2017 - 10:31

        If you want to speed up the process as I've read seller has contacted Aust Post, put a public post on Aust Post facebook page. Just post it under their latest post. You will pretty much have a dedicated customer service person handling your case.

  • TigerWoops on 10/01/2017 - 15:06
    +1

    I ordered two phones from Hongkong base seller with two delivery addresses. One is A-city address in NZ and the other is B-city address in NZ. A-city phone was arrived on reasonable time but the other one was not arrived for a long time. I traced it again and again and found that it was sent to Perth where similar suburb existed then after my complain it was sent to South Africa where similar suburb existed too. The delivery addresses were clearly shown New Zealand as a country. It was sent Perth and then South Africa. What a great trip for a phone!!!

    • whodidthat on 10/01/2017 - 15:51

      Not in the same league but I used to work for Krempins nursery at Tingara Heights, NSW.

      The owner sent a letter to a company based in Gateshead, NSW (a distance of around 8k's away).

      That letter went to Gateshead Tyne & Wear, UK then back to Tingara Heights (with address unknown written on it)!

  • [Deactivated] on 10/01/2017 - 15:40
    +2

    I had the same problem and in the end the Ebay seller finally done something about it and it got sorted…

    The problem is when this happens you cant do anything aus post just tell you to get the poster to raise concern with them
    Now if ebay washed there hands with you ,paypal refused and ebay seller stopped all contact
    then the item eventually goes back to the seller and he has your money and the item back to resell
    Unfortunately Ebay does not see this as a problem

  • jparga on 10/01/2017 - 15:49

    Bought an iphone 5c for son, $247 on 1/8 located in melbourne, seller marked as shipped but no tracking available (supposed delivery 11/8), on 12/8 contacted seller informed shipping has not arrived, I live 30 Kms from CBD…..so 10 days is plenty time…seller post tracking leaving hong kong on 12/8…I paid higher price as supposed to be local…waited and was told delivery 16/8, courier TOLL say left package on POST depot, went there and they say nothing there…..several trips trying to pick up….contacted seller….he says "delivered" …..contacted ebay ..they say "delivered" …I been asking them to get courier TOLL to trace where they delivered!!! So Ebay denies refund and I am out of $247 and still have to sort my son phone….what a rip off!!! I would have felt better if they have done an armed robbery!!!

    • SnoozeAndLose on 10/01/2017 - 15:58

      Do you have a tracking number of the parcel?

      And it is with Toll Priority?

      Toll Priority should not deliver to AusPost? what POST depot you are referring to ?

      • jparga on 10/01/2017 - 16:07

        yes got tracking and it showed delivered at "POST depot" which for them is a small convenience store which they gave me the address to go to……but people there said package not there….was just a waste of time and travel

        • SnoozeAndLose on 10/01/2017 - 16:17

          U can ask Toll for signature to prove if the parcel has arrived and signed.

          If not you can ask Toll to track where the parcel is as the shop owner deny it is there, they can ask the driver for you inoder to know where the parcel could be.

          At this stage may be someone is not telling the true.

        • jparga on 11/01/2017 - 14:57

          @LoveBargain15: when calling toll I had to wait 30+ mins for someone to answer plus call bouncing from person to person…..Toll not helpful at all…..Ebay and seller not interested….as signature not required they just mark as left for collection, ebay takes that as delivered and good luck….ebay does not honor their money back guarantee ….just lesson learned not to buy anything too expensive in ebay….

        • SnoozeAndLose on 11/01/2017 - 15:02

          @jparga:

          So the seller make the parcel as ATL? if so you can trace the seller why they allow this.

          All the courier delivery need signature except it has ATL.

        • jparga on 13/01/2017 - 12:55

          @LoveBargain15: got a dodgy seller in ebay so hard to communicate with them…. oz_deal (in ebay) which is a company Brus australia PTY with website www.techrific.com.au ..(info from paypay after payment) ….found too late how they make bussiness….even in productreview.com.au can not make a review so people is aware as they put fake reviews and company froze any more reviews of this company….. at end got sorted but was a month of chasing things around…..seller not helpful and courier worst….

        • SnoozeAndLose on 13/01/2017 - 13:21

          @jparga:

          Grad it is being fixed.

  • xfelix on 10/01/2017 - 16:10
    +1

    lessons have been learned.
    avoid eBay and Auspost. Compared to the seller's own online store, eBay price usually higher. Because eBay charged more fees.
    I would prefer to choose Amazon global delivery. And wish Amazon come to AU asap.

  • Lucky13 on 10/01/2017 - 17:29

    Did you pay for the item using Paypal? You could lodge an item not received dispute with Paypal and try to get your money back that way. Good luck anyway :)

  • infinite on 10/01/2017 - 17:39
    +1

    This is why you always pay with your credit card. Just process a reverse-charge with your CC provider and you'll have your money back ASAP. No need to deal with the seller, failpal or scumbay.

    • rayn7x on 10/01/2017 - 17:45

      if you pay by credit card via paypal, is it the same?

      • msmhw on 10/01/2017 - 19:00

        yes, you still can do chargeback but if the seller provide the tracking number to them it may fail.

  • [Deactivated] on 10/01/2017 - 20:07
    +1

    eBay staff are pretty stupid but this seems pretty far fetched (I have 1500 feedback score purely from buying shit over the last 10 years)…

    I would be calling eBay, not emailing. If that fails I'd be calling PayPal, not emailing.

    if these both fail there is something wrong with how you're talking to them.

  • paloverde88 on 11/01/2017 - 00:16

    Did I mention the Commonwealth ombudsman? I think I may have forgotten.

    • McFly on 11/01/2017 - 00:57
      +2

      Not sure, but is there an ombudsman who handles people who use the term ombudsman excessively?
      Note: Saying ombudsman less than three times is not classed as excessive… D'oh!

  • berry580 on 11/01/2017 - 08:04

    Just open a claim with PayPal/credit card company. Fk ebay, it's not like they'd give you a refund either way. .

  • Maveot on 11/01/2017 - 08:56

    I am going through something similar as well at the moment.

    I purchased an item on eBay (mini NES controller) before Christmas, paid for express postage so it would arrive before Christmas. Never arrived after tracking said it did, my wife was home that entire day with door open. I contacted eBay saying I didn't receive the item, (this was at sellers request so he could try and claim back through AusPost), eBay said the tracking said it was delivered and closed the case. I appealed and had the same response.

    I have now lodged a dispute with paypal, which as it reads should refund my money, if not I will request a charge back on the card. The seller has also gone silent and not messaging anymore.

    A lot of hassle, but eBay don't care, if they see a tracking number it was delivered apparently.

    Best of luck.

    • Professor Chaos on 11/01/2017 - 09:02
      +1

      Go to fair trading, read my comment below

  • Professor Chaos on 11/01/2017 - 09:01
    +4

    Go to fair trading and lodge a complaint.

    I faced the same issue with Grays Online, they did not deliver a wine package and the courier was kept telling me to contact Grays, grays told me to contact courier, I even offered to go and pick the parcel. They refused refund, Ebay denied my refund saying seller has provided tracking number, even when the tracking clearly said item was not delivered.

    Fair trading responded to me within a day and Grays were suddenly very helpful and ready to refund.

  • dvsx on 11/01/2017 - 10:18

    AP is the worst when dealing with issues like this.

    Bought an item, it was marked as delivered while I was at work and no one was home. The delivery required a signature (paid extra postage for) so I contacted the store and they got the proof of delivery, which showed it was signed by me - the driver had initialed my signature.

    Luckily, I got home and the package was left hidden in a bush on my residence. I don't know why he/she did this.

    Filed a complaint with AP online, they investigated. Few days later marked incident as closed without any response. Garbage

  • Randxyz123 on 11/01/2017 - 10:45
    +1

    Try eBay on Facebook you might have more luck with the social media teams

    You need to get Australia post to confirm what happened in writing so you can tell eBay. Try calling Aus Post again and ask for the supervisor, ask to get something that confirms the package is lost and they are investigating

    I would say the driver stole the package or they didn't scan it when it went to the post office so it really is there but they don't know it.

  • McFly on 11/01/2017 - 11:30

    I once tried posting a complaint on APs FB page - it took two weeks to appear… on someone else's FB page.

  • lolmao on 11/01/2017 - 11:46

    Try making a dispute with PayPal. I'm going through a return on eBay at the moment where I was told to return the item (unused within 30 days, seller accepts returns) and then eBay decided not to refund me (lol) and now PayPal are being slightly more helpful.

  • picklewizard on 11/01/2017 - 13:25

    Not sure how many more people need to tell you this, but: FILE A CLAIM WITH PAYPAL

    The energy you've wasted complaining to us would have seen this issue possibly resolved already if diverted into the correct channels!

    • rayn7x on 11/01/2017 - 13:56

      Thx mate. And i already did and waiting for paypal review.

      • picklewizard on 11/01/2017 - 14:04
        +1

        I've just played the ebay-standing-firm-despite-them-being-wrong game, it's not worth the hassle dealing with eBay.

        I'm not convinced they're even even humans answering your emails.

      • jparga on 11/01/2017 - 15:13
        +1

        better start charge back with credit card if pay with it…paypal is same bs as ebay they will say got delivered….better talk to your bank and send them all printscreens of tracking info…bank will take up to 45days to resolve but its better ….

      • Sammyboy on 12/01/2017 - 20:05

        Mate guessing u havent done it yet, but complain on Australia Post facebook page. You will get results. Worked for me in the past.

  • pulpfiction on 11/01/2017 - 18:30
    +1

    As a seller back in my uni days, here's my 2c.

    Under Consumer Law, it's the seller's responsibility to get the item to you if they are a registered business (otherwise it's civil, not 100% sure where the responsibility lies in this case). If their courier service fails, it's on the seller. You can imagine how bad it would go if this were not the case. AP will probably have limited liability here, and in any case, their responsibility is to the sender who paid for the service.

    How to resolve this? Well it's great to hear you're onto PayPal. You're likely to get the same response so jump on the front foot and open a Chargeback with your bank. You can always cancel it if they miraculously come though.

    In terms of Ebay cover, I'd suggest you could make a complaint about them to Consumer Affairs as their terms are clearly misleading. Attempted Delivery does not mean Delivered by its very definition. Hell, why not include 'Item Lodged' in the definition of Delivered. Again, this is the hard way so stick with the PayPal & Chargeback combo.

    Alternatively if the seller is a registered business, you can also take it to Consumer Affairs against them. Again, this will be another slow rout. Further, CA can't enforce anything for individual cases, so if they really want to be painful, you'll need to take it to your local state's Administrative Tribunal (vs eBay who I'd like to think would take action once CA is involved).

    Goodluck & let us know how you get on!

    • paloverde88 on 11/01/2017 - 22:02
      -1

      Yes the sender was the customer who probably should do the claim but the receiver is a stakeholder of AP as AP is not private unlike Telstra so they owe it to you receiver who is a taxpayer.

      Don't get me started the CEO of AP is the highest paid public servant running this shoddy half ass service using tax payers money

  • dmonte03 on 11/01/2017 - 18:36
    -1

    Not sure if it's been said or not but
    You should contact your bank and request a charge back if paid via CC or bank account through PayPal
    I have done this before when I had a case where the dodgy seller sent me something not even worth 5% of the purchase price.
    Good luck

  • NeoWilson on 11/01/2017 - 18:48
    +1

    Short version: stop wasting your time with Ebay/Paypal/Bank, they weren't helpful with with my case either. Contact Auspost directly and ask them to declare the parcel lost if they don't know where it is, in writing.

    Bought an iphone 7 from the Kogan/DSE deal back in September 2016 through eBay, paid via Paypal with my credit card. Toll lost the parcel but tracking shows it's been delivered to Brisbane even though my delivery address is Sydney.

    Contacted seller, no response, opened a dispute with eBay mid Nov showing them the tracking info, eBay rep closed the case saying item has been delivered as per the tracking (genius).

    Reopened the case giving them more evidence (tracking from DSE own website, explaining that it's been delivered but to the wrong place), eBay closed the case again saying seller has shown evidence parcel has been delivered!

    So I gave up on eBay and went to my dispute with cc company instead, surprisingly they reached the same conclusion. Meanwhile, I was in contact with Toll early Dec and they were also puzzled, first rep promised to investigate and email me a confirmation, never did. Second rep gave a different number to call, called that number and third rep also said he will investigate, got nothing from him also. I was going to file a complaint to the Ombudsman/Fair Trading but an Analyst from Toll contacted me and said he will investigate and get back to me in 5 days (2 days ago). He did a port search and got back to me 5 days later declaring parcel is lost. Reopened case with my credit card company and it seems they will refund me.

  • Zetrox2k on 11/01/2017 - 19:20

    Op, lodge your claim with Paypal. Log onto your paypal account, find the transaction, and lodge the claim.

    If you have already done the above and have had no luck, contact the Consumer Affairs department in your state and lodge a complaint against Paypal. Argue that it is an unconditional money back guarantee claim that is not being honoured.

    also contact the Australia Post office and request the GPS tracking co-ordinates when the driver dropped off your parcel (the Vans/Scanners are GPS tracked), and make sure it is the right delivery address. Seller could have mispelt your address, or courier may have delivered to the wrong place.

    The above method is how i managed to get back my $370 back when i was in an identical situation

  • centrelink on 11/01/2017 - 20:53

    I have a customer bitching at me for my poor service because it wasn't delivered on time. I sent it out within 1 day with Aus post and tracking and the loser buyer can't tell the difference between a store and Australia post.

    Man it feels good to be protected by idiots sometimes (but most of my items are non tracked and a lot of buyer abuses goes on)

  • paloverde88 on 11/01/2017 - 22:10

    I once bought an item from Hong Kong they used FedEx I rang FedEx to hold for collection as I was not sure if I would be home this instructions was somehow misplaced and they attempted delivery. I was not home they realised their mistake as they do not lie like AP they took my instructions plus they sent me a cheque of US$45 drawn on ANZ bank as a MBG and I got my package just the next day. This is how the professionals handle it AP has a long way to go to achieve that level of service.

    MBG money back guarantee
    I only paid AUD$25 for delivery not US$45 but got US$45 sent to me nonetheless on a local bank so no extra fees

  • Budju on 12/01/2017 - 00:26

    Australia post delivered my $350 bulk nutrients order to a house 20km away from me. You have to take it up with them, pretty sure the driver delivered it to his mate but I did get reimbursed eventually. Bloody annoying though took a full month.

    • dins on 12/01/2017 - 00:29
      +1

      Gainz!

      • Budju on 12/01/2017 - 23:05
        +1

        Legit stunted my Gainz for a full month.

  • dins on 12/01/2017 - 00:28

    This is definitely an eye opener. As some have said don't give up champ. Get Aus post to declare the item as lost. Then see what they say. Good that the seller has finally lodged a claim with Aus post. Hopefully things work out for you.

  • thydzik on 12/01/2017 - 11:44

    credit card chargeback.

    or see if you can change it to received not as described, but maybe too late given the history.

  • Iangh on 12/01/2017 - 12:10
    +3

    i had an issue with a $2k watch (sold via Ebay) going missing in Sydney. Auspost (Startrack) were a joke. They didn't take my complaint seriously until the ombudsman got involved. Amazing how quickly they found the watch and delivered it. Overnight delivery turned out to be nearly three weeks. After the ombudsman said hello it took two days. Go through the motion of complaining to Auspost and then let the bazooka called the ombudsman fight your corner.

  • HeWhoKnows on 12/01/2017 - 12:50

    Have you tried a claim via PayPal ?

Login or Join to leave a comment
Login Join