Missing Parcel Compensation

meltc on 03/04/2018 - 09:51
Last edited 03/04/2018 - 10:14 by 1 other user

Sorry if this is under the wrong category but I'm just after some advice.

I bought $150 worth of goods from an online store. The parcel was sent via standard post without signature via Australia Post. Item was scanned as delivered but I haven't received it. I lodged an investigation with them, however according to their GPS it showed that the parcel was delivered to the correct main street address, thought it didn't show the exact unit number (I live in 1 of 6 units). The delivery driver said he left it in the letterbox (which is broken).

According to them, as the GPS has showed that it was delivered correctly, I can't claim any compensation from them. I have also asked my neighbours and no one has seen it.

I'm currently contacting the seller to see if anything can be done, but I'm just wondering what I should expect - should I be getting some sort of refund from the seller or Australia Post, or do I have to absorb the cost for this one?

Edit: I paid through PayPal, would Buyer Protection be of any help?

Thanks for your advice.

General Discussion

Comments

  • dcep on 03/04/2018 - 10:04

    auspost has no obligation with you
    auspost won't compensate the sender/seller
    seller won't refund you
    next time, deliver to parcel locker

    • D C on 03/04/2018 - 10:35

      Yeah nah.

      I've had bunch of parcels go missing of late, even ones that were transferred to the post office.

      The standard response from Auspost is "Sucks to be you, case closed."

    • Zachary on 04/04/2018 - 09:51

      auspost won't compensate the sender/seller

      Yes they will(though I've myself not tested this as I've not yet lost a parcel/letter with them and tried to claim back at most $50 back in cash), up to $50 last I read and they DEFINITELY should if you bought insurance with them….

      • whooah1979 on 04/04/2018 - 11:24

        Ap may compensate on a case by case basis. They will look at the available data. An event status showing delivered is their best reason to refuse a claim. If they do compensate then it’s in the form of a money order.

        Purchasing extra cover isn’t a guarantee that they will compensate for a mail article that has been delivered.

        • Zachary on 04/04/2018 - 19:08

          Well they should look into it because you paid for shipping and they didn't deliver….could take legal action on their ass….hahahaha

  • foxmulder on 03/04/2018 - 10:06
    +3

    Are you sure - GPS? I just heard if this thing. Normally it's just a standard scan process.

    • meltc on 03/04/2018 - 10:12

      That's what Australia Post said - they contacted the driver as well as used GPS tracking to see the location of the parcel when it was scanned as delivered.

    • whooah1979 on 03/04/2018 - 20:24

      ap has been using gps tracking for years.
      https://imgur.com/Mua7mnH

  • BlazinPast on 03/04/2018 - 10:07

    Not much you can do unless the seller is willing to partly refund.

    • ronnknee on 03/04/2018 - 10:47

      I don't see why the seller should cop any of the cost.

  • PAOK11 on 03/04/2018 - 10:07

    So you know your letter box is broken & have done nothing about it plus you didn't pay extra for registered post.

    • meltc on 03/04/2018 - 10:10

      There was no option on seller's site to pay for extra services, only standard shipping rate and express shipping rate. And also parcels used to be dropped off right outside front door, not stuffed into the letterbox - which was recently broken by the mailman after trying to stuff 3 or 4 bulky parcels into it.

      • PAOK11 on 03/04/2018 - 10:19

        express post comes with tracking.

        • meltc on 03/04/2018 - 10:27

          Standard parcel post also comes with tracking. Which is what I meant, tracking showed it was scanned as delivered but it was not.

      • Randxyz123 on 03/04/2018 - 11:05

        In the future just email the seller and ask them to add signature on delivery. As a seller I’d do this for free. It’s $4 which is worth it for this reason.

        Alternatively parcel lockers are free. I always deliver to them.

  • bobbified on 03/04/2018 - 10:17
    +3

    Living in an apartment is a problem for deliveries especially when the drivers are in a hurry to get as much delivered as possible or simply just lazy. They either card it or leave it. I often see them standing around at the intercom for 15-20 minutes waiting for people to come down to collect their parcels though (and I can see how it's frustrating) so I guess there's two sides to every story.

    It's hard to say where your parcel could be - they may well have left it somewhere and someone else may have taken it. There's been plenty of times where I come down to the mailroom of my apartment building and there's just lots of parcels left on top of all the mailboxes - if someone was to come and randomly take parcels, it'd be like a lucky dip.

    For next time, either try getting it delivered to work or track it and stay at home and wait when tracking says "Onboard for delivery today". While there's still no guarantee that the driver won't simply card it if you stay at home, it will maximise your chances of receiving it first go.

    • meltc on 03/04/2018 - 10:22
      +1

      Thanks, I do think that theft after delivery might be a possible scenario. I live in a unit not apartment though, so was assuming that it would be dropped off right outside my front door which is normally the case.

      I was also home the whole day including the exact time when it was scanned as delivered so I’m not sure what happened there..

      • SnoozeAndLose on 03/04/2018 - 10:31

        You should have left a note at your letter box on the day to ask him to bring it to your door step.

        As Aus Post said that the drive arrive the street location and scanned it, it is your responsibility to make sure the safety of your letter box/ your your should contact the strata to replace it if broken.

        If it is no signature required then the driver did nothing wrong so no compensation will be granted.

        register for parcel locker next time

  • try2bhelpful on 03/04/2018 - 10:28

    Look into using the post office parcel pickup service. It is free and they send you an email to pick up the package. We have an alcove with a gate and I once came down my street to see someone with a stick trying to fish a delivered DVD out of my alcove. He took off when I ran towards him. I don’t think you have much recourse if the post office if they took it to the right address and no signature was required, it appears you aren’t giving them a secure place to drop parcels.

  • DarkOz on 03/04/2018 - 10:42
    +1

    It's definitely not the seller's fault. The fault could lie with the postie. Is the parcel allowed to be dropped?

    I received a parcel only just this morning and they requested for my permission to "safe drop" it at my front porch if no one is at home. Otherwise they would have left a pickup card and take the parcel back to the post office to be picked up.

    • meltc on 03/04/2018 - 10:43

      There was no signature on delivery so I suppose the driver was allowed to drop it.

  • meltc on 03/04/2018 - 10:42
    +2

    Alright, thanks a lot everyone, seems like I will have to take this as a lesson and get a parcel locker instead.

  • ronnknee on 03/04/2018 - 10:46

    I'm currently contacting the seller to see if anything can be done

    Why? It's not the seller's fault that the parcel got lost when it was delivered to your street address.

  • trustnoone on 03/04/2018 - 11:18

    As others have said I think "technically" (I remember reading somewhere I think on the eBay site, so unsure if accurate) it is up to the seller to ensure that a package you paid for arrives to you. In reality though, Australia Post likely won't care, they may do an investigation but seems unlikely, especially if no insurance was paid. If you tried to take this to Paypal the seller can show it arrived using the tracking info and Paypal likely won't refund you?

    Only option is that seller is open to ware the cost if they feel like it (for example to not get a low star score if you purchased on eBay). But unsure whether thats something I'd do since I know its an Aus Post fault not a seller one.

    I think you've already come to this conclusion but definitely parcel locker in the future, especially a 24/7 one has saved me so much headache.

    • Quantumcat on 03/04/2018 - 12:57

      it is up to the seller to ensure that a package you paid for arrives to you.

      Only in the USA. In Australia you only have to show it was sent.

  • Ocker on 03/04/2018 - 11:20

    No chance of compensation. If AusPost shows item was delivered that's the end of the story, even PayPal will not help you

  • Quantumcat on 03/04/2018 - 12:56

    Use a Parcel Locker in future. They're free, secure, and convenient. It is a shame you had to learn the lesson so expensively!

  • garetz on 03/04/2018 - 15:57

    Its the sellers responsibility to make sure you receive the item, the onus is on them to make sure you get it, you do not have to request sign on delivery, the seller should be smart enough or conscientious enough to do that and charge you for it as required. You can make a claim for non receipt of item and get a refund either through ebay or do a charge back.

    • meltc on 03/04/2018 - 19:00

      That's what I thought too but seems like most others in this thread think otherwise.

      I'm also a seller (I make goods from the supplies I buy from this store), and in the past when parcels have gone missing or were unreasonably delayed I have refunded my customers as I feel like it is my responsibility to make sure it gets to them in a safe and timely manner.

      It's just a little sad that we pay for standard services but can't rely on it i.e. if I paid for it to be delivered to my home I should be able to receive it safely without having to sign up for things like Parcel Locker or get it redirected elsewhere. I thought the whole point of a postal service is to get it sent where we need it to be sent.

      The seller has kindly offered to replace the items that were lost but if she doesn't follow through I guess I don't really blame her. Lesson learnt and I should either request for signature on delivery next time or get a Parcel Locker.

      • garetz on 03/04/2018 - 20:10

        I have been buying and selling on ebay since 2001, thats the common thing, most people dunno what they are talking about.

    • Strahany on 03/04/2018 - 21:15

      I'm not sure where you get the impression that you can claim for an "Item Not Received". Even a cursory glance at eBay Australia forums shows that all such claims are thrown out when an item has a valid tracking number which displays a 'delivered' status. The only time a buyer loses out is when they do not upload the tracking number.

      • garetz on 03/04/2018 - 23:11

        Unfortunately, even if auspost sais it was delivered, it could of been left in an unsafe place, and someone else simply took it, or the driver themselves stole the package, or it was delivered to the wrong address because they didnt check who the recipient was. Just because an item sais it was delivered in the tracking info doesnt really prove anything. I've had items sent to neighbours and then the postie sais its "delivered" luckily for me my neighbours arent thieves.

  • bobbified on 04/04/2018 - 00:56

    http://www.abc.net.au/news/2018-04-03/australia-post-complai…

    This won't bring your parcel back, but might help to know you're not alone… haha.

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