Auspost Lost My Package, PayPal and eBay Denied My Claim

blergmonkeys on 03/05/2017 - 20:05

So I bought a modem router on eBay a month ago. After it not showing up and contacting the eBay seller a week ago, I filed a dispute with eBay. They denied the claim saying the seller provided a tracking number showing it was delivered (never provided to me). After much arguments over the phone, eBay gave me the tracking and it showed that the package was delivered to the wrong address. They still denied the claim despite me pointing this out.

I then made a claim to PayPal and they also denied it. I explained that it was sent the the wrong address and the seller probably wrote the wrong address. Apparently they sent PayPal a pic of the shipping label showing my address and this was enough to deny the claim. Even though the tracking clearly shows it wasn't delivered to my address.

This is insane. They refused to look at the case again. What a crock of shit. The seller could have easily forged the shipping label pic. Further, eBay removed my negative feedback as I lost the dispute.

What do I do now?

General Discussion

Related Stores

PayPal
PayPal
Marketplace

Comments

  • petry on 05/05/2017 - 14:22
    +3

    Unfortunately Paypal is no longer of much use for buyer protection. in my experience they pay absolutely no attention to what you write. They used to - but that seems to have stopped.

  • [Deactivated] on 05/05/2017 - 16:06

    I think you better check with Auspost that why your parcel went to different address if the sender wrote the right address. I guess maybe someone uses your account to redirect the parcel and therefore the parcel was delivered to wrong address eventually. You may want to look at it. From paypal, ebay and seller's view, if they did everything right, and since once the parcel delivered to australia post, all tracking things are out of hand, they may be considered not to be responsible for this kind of thing. If you are sender, but your customer redirected to parcel and claimed that they didn't receive your parcel. i think they will be much more pissed off than you are if paypal refunded the money… if so, then it is really a fraud…

  • zealmax on 05/05/2017 - 16:41
    +9

    I was waiting on a package from Auspost, because I got an email saying it was going to be delievered that day. Waited couple of hours, and got anther email saying the item was delivered. Called Auspost and raised an incident. Told Auspost what had happened and it seemed the parcel was delivered to the wrong address. Auspost said they will check with the delivery driver. I asked what happens if the delivery driver says that it was delivered to me. The reply was, they will give the driver the benefit of the doubt. As far as they are concerned the customer is a lying piece of crap. There is no point in raising incidents or complaining.

    Auspost rang me back the next day saying that the delivery was delivered to me and driver confirmed it, and as far as they are concerned that is the end of that. Few hours later, the neighbour brought my package. It had been delivered to their address. I informed Auspost about this, and I am still waiting on a response from them. Been 6 months.

  • dc4207 on 05/05/2017 - 16:46
    +1

    I'm not sure if anyone else has suggested this but click ADVANCE located to the right of SEARCH icon when you are in MYEBAY screen.
    Then click on FIND CONTACT INFORMATION under MEMBERS on left of screen. You just need to put sellers user id and item number in and you will be emailed Sellers contact number and the seller will receive an email with your number. Try talking to seller on phone to resolve and at the same time ask them to put in claim with Auspost for lost item after all it appears Auspost has lost it.

  • biltong2go on 05/05/2017 - 19:27
    +19

    A few things:

    1. Since April 1st, apparently Australia Post takes photos of the locations that they leave parcels on your property. Ask Australia Post if there is a photo or signature associated with this delivery

    2. With Australia Post complaints, you can request escalation. All you need to say is that you request escalation. Then the next level of support will look at the case. You may then even request escalation again.

    3. Lodge a Freedom of Information Request with Australia Post ASAP, asking for all documentation, correspondence, case file notes, and tracking information related to your case ID and tracking number. Be prepared to wait a few weeks. They may censor parts of the case such as people's names, email addresses etc. Hopefully this will have some useful information, such as proof that the parcel went to the wrong suburb/address.
      Hint: In your request, you must state "I make this request under the Freedom of Information Act". You must also be pretty specific in your request, even spelling it out for them, e.g. "all information related to this case and this tracking ID, including, but not limited to, tracking information, case file notes, correspondence, emails, letters, etc)

    4. As everyone else pointed out, it is very common for the tracking to show a nearby suburb, different to your actual suburb, because that is the post office or distribution centre that managed the delivery. It does not necessarily mean the parcel was delivered to the wrong address. It is only suspicious if the tracking information shows a distribution centre in a different state, or hundreds of km away. You should try research all your nearest post offices and distribution centres, and see if it corresponds with the tracking information.

    5. Where are you located? If you're in Sydney, I'm told that you can physically go to the eBay/PayPal offices, and they have dedicated "resolution agents" who are used to angry customers arriving unannounced for cases just like this.

    I hope this helps.
    Perhaps you can share the tracking ID so we can take a look.

    • Makaveli99 on 05/05/2017 - 22:33
      +4

      Yep, happen to me last week.
      Aus post left package near front door & took photo.
      Item was stolen. (Dam the thief)

      Aus post said, it's per their policy, it was safe delivery.
      I end up losing money.

      • cantstanzya on 06/05/2017 - 16:35
        +3

        I have also had this recently. They call it 'safe drop' and they just leave the parcel wherever. Mine was left right at the front gate just inside the boundary. I was home at the time so it seems like just another excuse not to have to knock on the door. The future of parcel delivery will be everyone needs a massive drop drawer mailbox.

        • Makaveli99 on 06/05/2017 - 22:38

          Yes their whole "safe drop" policy. The opposite of safe. Safe would have been -leave note & inform that parcel is at the nearest post office.

          This safe drop policy is terrible.

          Did u recover any money i.e refund.

          I have a case(ticket) raised with Aus post but havnt heard back from them. Been nearly 2 weeks.
          But they told me when raising case, as per policy, aust post is not at fault but we will confirm with driver.

    • blergmonkeys on 05/05/2017 - 23:07
      +3

      Wow this is amazing. Thanks for the extremely useful information you've provided. I'll do the FOIA and ask for a pic and go from there.

      As for point 4, auspost has the gps coordinates of the place it was delivered and they confirmed it's a private residence. They wouldn't give me the coordinates (privacy issues). Said they'd get the mailman to go there to try to retrieve it. Thing is, package was delivered 6/4/17. A month ago. So if the seller is telling the truth, and they labeled it with my address, then most likely it's stolen at this point.

      Still need the tracking id? Not sure releasing it to the hive mind is a good idea.

      Edit - I live in FNQ.

  • Janko on 05/05/2017 - 20:03
    +4

    Same happened to me once. 1st tracking number showed delivery a suburb 100km away, then seller said he sent me wrong tracking number.

    Then proof of delivery to same suburb with new tracking number, with no similar sounding street elsewhere in the suburb.

    Got nowhere with PayPal or Auspost after about 6 weeks and multiple escalations - just did credit card chargeback. It's all designed to make you give up.

  • Aceboy884 on 05/05/2017 - 22:03
    -2

    Sent a parcel to a PO box (we are sellers), buyer claims it was not received

    Despite the scan showed it was delivered to the PO in question

    Now that's debatable

  • Turd on 05/05/2017 - 23:24
    +3

    Exact same thing happened to me just now, bought item, seller sent via express post was delivered to Alexandria which is their distribution hub. eBay say it was delivered and closes case.

    I made a complaint to cc company, nab. Let's see how it goes.

    I paid via PayPal with cc. I think since I already opened case with eBay drones PayPal will not open another, wtf they are two different companies!

  • CalmLemons on 06/05/2017 - 01:33
    +2

    Same sh1t has happened to me 3 or 4 times (paid using savings via PayPal or PayPal credit), PayPal or eBay just screw me over. Parce not received or cd key doesn't work. They don't give a shit. They don't even give a shit about their business customers. PayPal especially for a big txn company acts like a bunch of level 1 IT support geeks. Lucky I only choose savings or PayPal credit for these smaller ones, bigger ones I use credit card (PayPal always chooses savings or PayPal credit as default) so that if something does happen just get your bank who are mostly professional to tell PayPal to shove it up their arse.

    • petry on 06/05/2017 - 09:52
      +1

      This thread reads as if paypal acts to support sellers in every way possible, regardless of issue. No wonder I didn't get anywhere. Thanks for sharing everyone.

  • try2bhelpful on 06/05/2017 - 14:45
    +1

    This is why I always get nervous when I order something online. I usually try to buy through a bricks and mortar store and try to use the online prices to bargain. I am willing to pay a bit of a premium for peace of mind.

  • RappyGreens on 06/05/2017 - 16:48

    OP. If you dont want to go through all the trouble. I suggest you get Auspost to give you some formal documentation as to where it was delivered (not exactly necessary, but better to have).

    Then just contact the Financial Ombudsman Service stating your case as well as quoting your PayPal case ID.

    You will get a response after within a few days from a PayPal exec who will get it sorted for you.

    I would only auggest this as a last resort though.

  • galaxiers on 06/05/2017 - 18:25
    +2

    I faced the similar situation; eBay said I should claim with Paypal, as I had paid via PayPal. I said eBay compelled me to use PayPal, but they did not entertain me. It was not a good experience, however at least someone at eBay was following my complaint.
    Experience t with Paypal was horrible first they failed to take my complaint for 15 days. The responses, I was getting were irrelevant, like there were generated by a machine. There was no tracking of my complaint, each call, I had explain the case again, was told again to contact eBay. After escalating the issue to executive level (email) with PayPal, I received a response after 45 days saying, they would only refund the item cost only after I will return the counterfeit item to the seller. I did not agree because it was counterfeit as well as it would cost me another $35 to ship to US with total dent of ~$70.
    It was a very frustrating situation. I then filed a complaint with my CC provider 28deg. They asked to to submit a report with all the proofs I had. Fortunately, after a month, I received the entire refund, PayPal accepted the chargeback from the 28deg, but they tried to push me to just get the item cost.
    I stopped using Paypal, please avoid.

    • petry on 07/05/2017 - 20:22

      Seems like this most peoples experiences these days with paypal.

      • galaxiers on 08/05/2017 - 10:01

        true,
        I was after my refund, but their customer service was awful. May be they have made purposely so that a buyer will tried and walk away.
        The interesting point is that, I used 28deg CC, as PayPal charges conversation fee on international translations. But any CC payment on eBay is processed by PayPal, so as a buyer you dont have any choice….and on top of that eBay will say talk to PayPal for refund. Eventually you will become a ball between two cooperate giants. They will not talk to each other to resolve your issue, and surprising few months they were a single company. The CC company which is not a part of their gang solved the issue in one go.

  • Ughhh on 07/05/2017 - 21:01
    +3

    On threads where OP is the buyer, people always say that Paypal always sides with the seller.

    On threads where OP is the seller, people always say that Paypal always sides with the buyer.

    • Lil B on 07/05/2017 - 21:53
      +3

      Username checks out.

  • blergmonkeys on 08/05/2017 - 14:36
    +3

    Update from the investigation for AusPost:

    Update for Investigation - 11051523
    Hi blergmonkeys,

    As per our conversation I can confirm the the delivery centre has confirmed that they feel the parcel was not addressed correctly as the driver that did ths delivery does not cover your address.

    … contacted paypal with this. They still said they won't re-open the case.

    • Zachary on 08/05/2017 - 15:17
      +1

      they feel the parcel was not addressed correctly as the driver that did ths delivery does not cover your address.

      They feel? Wait so then who was the guy that dropped the package off then?! This makes no sense at all… Wouldn't this mean the package was never delivered?

      • blergmonkeys on 08/05/2017 - 15:21
        +1

        I think what they mean is that, because the delivery centre that delivered the package does not cover my address, the package must have been labeled incorrectly.

        • Turd on 08/05/2017 - 16:19
          +1

          aka seller is dodgy?

        • blergmonkeys on 08/05/2017 - 16:24
          +1

          @Turd: yup

        • [Deactivated] on 16/05/2017 - 11:33

          @blergmonkeys: Any luck with eBay/Paypal? Maybe you need to take someone to court or get an ombudsman involved

  • d39833 on 10/05/2017 - 17:37
    +2

    I had a similar problem with paypal. Parcel delivered to the wrong address.

    Paypal didn't sided with the seller as the tracking said "delivered" but didn't mention the address.

    In the end I did a CC charge back and got my money back.

    From that day onward I avoid paypal where ever possible.

    • Samsungnote10 on 14/05/2017 - 16:28

      geez, so paypal screws both the seller and buyer

      how disgusting

      i hooe anyone who goes to fos escalates it so far high that they get charged the fees

      hell id escalate it another level even if my dispute was resolved

  • frozenkuku on 15/05/2017 - 01:17

    well, good luck with your claim
    i unfortunate have no luck with my claim
    i lost 3 parcels on march, post by EMS, valued over 3000aud.
    tracking number all showed delivered the same time
    but i didn't receive it
    i request the signature of proof but got refused
    aupost replied me" tracking number shows it's delivered and signed by me, so it's delivered"
    they closed my case refusing further investigation, yet they still refuse to provide the photo of signature

  • [Deactivated] on 15/05/2017 - 18:11

    So these sellers probably have friends houses in all these areas, if they send the item to a friends house in the same area & create a fake postage label they get the item back & the money?

    Government should track these people down & deport them to Nigeria.

  • mavis30551 on 16/05/2017 - 11:40
    +1

    Updates?

    • blergmonkeys on 19/05/2017 - 10:48
      +3

      Still waiting on the FOIA request and the credit card enquiry.

      No communication from seller or paypal, but I don't expect anything.

      Will update when I have more.

  • Turd on 21/05/2017 - 19:23
    +1

    I contacted my bank (NAB) made a charge back and got money back, eBay decline my protection, paypal also decline and even suggested and agreed that itw as delivered to alexandria and not my address and told me to do a charge back.

    LOL what a waste of time!!

  • blergmonkeys on 07/06/2017 - 15:57

    I finally got a response. Paypal refunded me my money after I took it to FOS and my credit card offered a chargeback. I cancelled the chargeback and took the paypal refund.

    Their response pissed me off though, stating that it was a courtesy refund even though they were still siding with the seller. Ridiculous.

    • Zachary on 08/06/2017 - 01:27

      Noice…

    • thydzik on 20/12/2018 - 02:14

      Who do you think it would be better to take to FOS, PayPal or credit card merchant?

  • noise36 on 10/06/2017 - 21:48

    Ebay/paypal are crooks. I use both a lot unfortunately as they are both so convenient but I have been burned before in similar circumstances. I got the item it just wasnt what was advertised, was either and old model or counterfeit or both. Neither ebay or paypal gave a crap about it.

Login or Join to leave a comment
Login Join