Lost Parcel Auspost

LDYEL on 17/04/2018 - 18:23
Last edited 17/04/2018 - 18:31 by 1 other user

I was hoping that somebody here could give me some advice…

Back In February, I sold my old laptop online ($2000). I used regular parcel post with signature required on delivery. The parcel was scanned into their system then didn't receive any more updates. Weeks passed, and I had no choice but to refund the buyer in full and take it up with Auspost myself.

After a few back and forth emails Auspost have told me that the item was actually delivered (and tell me they have GPS logs to show this), but it wasn't scanned and for some reason they didn't make the receiver sign for it…

They haven't given any real proof of delivery (where is the signature?) so I don't think I can get the money from the buyer. They claim to have successfully done their job, and aren't really willing to do anything for me. The postal ombudsman hasn't been much help to me either…

Is there anything else I can try before resorting to bikies?

General Discussion

Related Stores

Australia Post
Australia Post

Comments

  • Levathian on 17/04/2018 - 18:26

    Did the buyer approach you for a refund or did you approach them?

    • DYEL on 17/04/2018 - 18:29

      They approached me.

      At first they were pretty understanding that there was a delay, but after waiting another week they requested the refund.

      It seems most likely to me that the parcel was left at the door and stolen, or given to someone else at the house (they are a student).

  • whooah1979 on 17/04/2018 - 18:42
    +6

    I sold my old laptop online ($2000)

    You could try filing an application in ncat against auspost.
    http://www.ncat.nsw.gov.au/Pages/cc/Divisions/consumer_claim…

    Or nsw small claims division.
    http://www.localcourt.justice.nsw.gov.au/Pages/cases/civil_c…

  • Quantumcat on 17/04/2018 - 18:51
    +7

    If they didn't get it signed when you requested and paid for it you'd think they'd be liable :-/

    • DYEL on 17/04/2018 - 19:17
      +4

      Exactly my thought. This whole issue has been caused by their negligence.

  • [Deactivated] on 17/04/2018 - 18:51
    -1

    sadness.

  • Detective Pikachu on 17/04/2018 - 18:57

    I'm not sure if you've already asked about this, but I noticed this compensation page. It suggests they'll only cover upto $100 unless you paid for extra cover. This may or may not be relevant depending on how you specified the signature requirement for the parcel.

    • Xiaomi on 18/04/2018 - 03:13
      +1

      The main issue is that OP paid for a service (Signature) that was not successfully completed by AusPost, and if it was done correctly, would not be in this situation.

  • ronnknee on 17/04/2018 - 19:05
    +2

    Your options are limited now that you've refunded the buyer. How can you be certain that the buyer is not scamming you?

    Good luck recovering the value of the laptop from Australia Post.

    Very expensive lesson.

    • DYEL on 17/04/2018 - 19:20

      Yeah the buyer could easily be scamming me, but I don't think that should matter. Auspost (profanity) up the tracking/signature and they should be held accountable.

      • ronnknee on 17/04/2018 - 19:27
        +2

        It matters because both the money and laptop are not in your possession and you have to go around chasing someone for the money.

        The most you can get from Australia Post easily is $100 and/or the cost of signature on delivery; unless you're planning to sue them.

        Whereas if you didn't refund the buyer, you could still communicate with Australia Post on behalf of the buyer while you're still holding onto the money.

  • garetz on 17/04/2018 - 20:05
    +2

    Did you pay for insurance ? They may be liable for losing the package, but if you dont get insurance then you have to take them to small claims court, which unless you represent yourself will cost you more than 2k.

    You should contact the recipient, and probably should of done this before giving the refund, but you need an affidavit signed by them saying they never received the item, and did not sign for it either.

  • holdenmg on 17/04/2018 - 20:24
    +4

    Bik… lol

  • robf300 on 17/04/2018 - 20:29
    +1

    Aus post lost about 3 parcels (incoming) of mine - Every time the same situation - Claim they have GPS logs of where it was delivered, will get back soon, all that - On all 3 occasions I have not heard a single thing back. Didn't care that much since they were cheap parcels from China, but still, these guys are the worst when it comes to sorting lost parcels. Sorry yours was worth a lot more than mine.

    • D C on 18/04/2018 - 15:23

      I've had parcels 'lost' when they were at the post office.

      "Customer support " Sucks to be you, case closed". OP has has zero hope.

  • No Username on 17/04/2018 - 20:48

    Did the computer have computrace on it?

  • nandystam on 17/04/2018 - 21:06

    I know your pain OP as it happened to me to on an expensive (but not as expensive as yours) item. I used a courier and had insurance but was out the 'excess' plus the refunded me the value of the item ex-GST. Ex-GST right? Not sure how that works but anyway.

    Moral of the story, if it's an expensive item - always get insurance. Might add a significant chunk to the postage cost but at least you won't come up significantly short.

    By the sounds of it, it seems like the AusPost delivery driver did one of their infamous 'safe drops', completely ignoring the signature on delivery request, which is not unusual either.

  • MeesusEff on 17/04/2018 - 21:09
    +7

    Auspost is lying, if item isnt scanned there would be no GPS logs to show location of the parcel. Scan = GPS. Not sure what the point of the lie was since its still their fault anyway. Probably lost in transit and buying time.

    Source : Bro is one of the Auspost area supervisor and sitting next to me while I am reading this out.

    • Quantumcat on 17/04/2018 - 21:17
      +3

      Get OP to give you the tracking number and give it to your bro to look up?
      You might become a very popular Ozb member soon lol

      • MeesusEff on 17/04/2018 - 22:58

        Haha, they had a big meeting with the higher ups recently because they know their branding is down the gutter. They don't even allow them to post/comment on social media. He says what they told you is to make the case go 'up in the air', which makes you think, was the parcel stolen or did buyer scam you. Unless their worker was 110% worst worker in the world that would spend the time delivering without scanning (they get paid based on their scans, so when they make $1-2 a parcel it's not v likely they forget to scan) but guess that still has a 5% chance of being true lol.

        The tracking number he looks up would tell him generally what OP sees. I usually use him to check photos of my 'left at door parcels' and a signature (one time a postie signed my parcel himself and left it at the door).

        • MeesusEff on 18/04/2018 - 00:38

          Did the buyer give them authority to leave? If yes, then worst worker in the world forgot to scan and take a pic of drop off. But the odds of the parcel being missed in transit scan, loading scan and delivery scan is a whole lot of unlikely probabilities all happening in one delivery..

          From site : "The Safe Drop service only applies to domestic parcels despatched through our eParcel or Click & Send lodgement systems where you have asked us to collect a signature on your behalf. Note that parcels with Transit Cover, Extra Cover or Identity On Delivery features are excluded from the Safe Drop service. The service is optional and will never be orered where you have advised us that you do not want the receiver to be able to over-ride the signature service."

        • Slinky0111 on 20/04/2018 - 05:52

          @kza2610: another post employee putting his 2cents worth in.

          If they indeed safe drop the article ask for the photo. Any articles that are safedropped are scanned and a photo is taken of the article in the location.

  • [Deactivated] on 17/04/2018 - 21:19
    -1

    $2000 … take the buyer to civil court.

  • JimmyF on 17/04/2018 - 21:35
    +2

    This is why you need to buy insurance sadly……..

  • garetz on 17/04/2018 - 21:51

    I'm pretty sure in this case the driver stole the package.

  • Randxyz123 on 17/04/2018 - 22:04

    I used regular parcel post with signature required on delivery.

    They haven't given any real proof of delivery (where is the signature?) so I don't think I can get the money from the buyer. They claim to have successfully done their job, and aren't really willing to do anything for me.

    Call them back and tell them they haven't done their job. Ask for a case manager and tell them you expect a refund on the postage and the value of the parcel which you insured right? Because it was worth $2000…?

    • JimmyF on 17/04/2018 - 22:16

      which you insured right

      Doesn't sound like it……

      • Randxyz123 on 17/04/2018 - 22:52
        +2

        I know… I’m trying to make a point here.

  • supercheapguy on 18/04/2018 - 10:13
    +1

    Sorry Never use auspost for posting either international or interstate without insurance
    i posted two jackets, a hat and some makeup stuff to Taiwan. Sadly i did not buy insurance. It was weighted as almost 3kg when I paid for it.
    Taiwanese post received as 1.5kg and they showed me the entry as well as they let auspost knows it happens. Auspost did not contact or do anything until I contacted them and I lost one of the jacket as well as make up stuff. I got compensation $50+my refund for my post and thats it. The thing is you have to put how much they are worth on top of parcel and it creates eye candy for people dealing with your parcel. I believe that where my jackets got stolen.
    Again Never use Auspost without insurance.

    • Quantumcat on 18/04/2018 - 11:11

      Again Never use Auspost without insurance

      Not really, you have to do the maths. Eg if you're selling $100 items then you would need more than 1 in 50 to go missing for insurance to be worth it, as it costs $2 per $100 insured. And there's no guarantee they will honour the insurance anyway

      • supercheapguy on 18/04/2018 - 11:36

        yes you need to provide your receipt of the lost item in order to claim their insurance.
        No people do not buy insurance if they think it is not worth it.
        Their operation for posting parcel is always doggy. I am pretty sure it is an inside job if the parcel goes missing.
        They will tell you they are investigation if your parcel goes missing and all they do is wait for you to call back and tell them you will accept with whatever they could offer you.

        Avoid Auspost if you can
        If you can't avoid, buy insurance and keep your receipt for your item

        • Slinky0111 on 20/04/2018 - 06:01

          Also regardless of which courier service you use, when it reaches the destination country there is a high chance it is handed over to the local post anyway.

          Organised crime is rife in some Asian counties and before the mail is handed over to the local post/dhl etc contents have already been taken out. This happens at their border control.

          I would heavily suggest to use insurance when posting to s.e. Asia. (Cost/value).

          When we receive bags of mail from these countries maybe once a week or so the bags are slashed open.

    • hitubaba on 18/04/2018 - 12:57

      I have been screwed around by Auspost multiple times. Once, they did not even notify me about my parcels (cost around $200 to send) which were sent by my parents overseas…They just sent it back to my parents without even notifying me. I lived in the same suburb as their parcel holding facility. My phone number was there on the parcel.

      Twice i bought products from Kogan. 3 weeks past and contacted kogan back and they say Auspost lost my parcel and they refunded me.

      Now i make sure whenever i purchase something online Auspost is not the seller's standard courier

  • Deridas on 18/04/2018 - 11:50
    +1

    I'm surprised you posted something worth 2k with no insurance…

  • cwongtech on 18/04/2018 - 17:03

    Same thing happened for a TVpad a while back.
    Office was closed early due to electricity blackout, and everyone left by 12pm.
    Postie at my parent's office claims they delivered at 1pm, and could not provide POD. "Supervisor" on the phone said "the package was delivered and that was the end of the investigation"

    Should have done paypal claim but instead my parent opted to pay a lower price (ontop of the missing unit) for a second package using a different mailing method..

    Never again do we post anything to my parent's office address.
    My local postie is an absolute legend. Sometimes delivers at 8PM (odd I know) but it means there's a higher chance that everyone's home from work and fewer missed deliveries on his end.

  • tinyorca on 18/04/2018 - 23:32

    Signature required doesn't always work. I've had a lot of parcels delivered and not had to sign even though there is a requirment.

    I work for an online gift company and we have a few parcels that go missing. Parcels get stolen, delivered to the wrong address, lost in the mail centre or maybe not even delivered to start with. Just because the GPS says they were there it doesn't actually mean it was delivered. The courier could have just stopped for a while then driven off. The problem is the drivers are contractors and never held accountable.

    You really shouldn't have refunded until a thorough investigation was done.

  • Slinky0111 on 20/04/2018 - 06:07

    Another great service that people forget about is person to person. Your article can only be signed for by the person on the article. A blue sticker is placed on the article which stands out a lot more than a signature on delivery barcode.

    OP: if post is saying it was safe dropped, ask for a photo as all drivers are required to take a photo of the article where they safe dropped it.

    However, I personally don't think this is the case. Because it was signature on delivery, the scanners will not allow the contractor to safe drop it. The scan event would be delivered and a signature must be acquired (unless he forged it of course).

    If it was a failed delivery it would be scanned as such and then transferred. To me sounds like the contractor signed it and kept it for himself

Login or Join to leave a comment
Login Join