Taobao Issues

navegante88 on 06/06/2018 - 15:33

Hi Guys

Hopefully someone with experience can help me with my issue. Recently bought an item from Taobao (China) (approx $400 worth). Sender used 2 boxes to send the goods to me. Only one arrived and the other has yet to arrive. After checking the tracking, it says the package is "processing" in the Underwood Processing Centre. After asking Australia Post to help, they simply said it's lost and there's nothing they can do. I have contacted a few parties and they all are basically pushing the issue to someone else.

Seller: Tells me to contact the forwarder
Forwarder (4px): Tells me to contact Australia Post
Australia Post: Tells me they can't handle it as I am not the seller
Taobao: Contact Forwarder (4px)

As you can probably guess, I am being pushed around in circles. I used a macquarie debit card so hoping I can just do a chargeback. Does anyone have any advice or experience in this matter?

Thank you in advance

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Comments

  • hogwarts on 06/06/2018 - 15:37

    It would be Australia Post, 4px has nothing to do with it since it has done its job. Should go on social media and "expose" them and hopefully they will hope you.

    • navegante88 on 06/06/2018 - 16:08

      Yes, from a logical standpoint I would've thought AUS Post would need to compensate somehow. However, their response has basically been: You are not the seller and they didn't purchase insurance, so there is no compensation, next time please take out extra cover.

  • [Deactivated] on 06/06/2018 - 15:44

    Taobao sounds like a toy of the prohibited kind…

    • Adz81 on 07/06/2018 - 08:42

      Almost a, "Taboo" toy? (I can't be the only one that read Taobao as Taboo).

  • Nutrino on 06/06/2018 - 15:53

    what was it?

    • navegante88 on 06/06/2018 - 16:08

      some stuff for my business (fake flowers)

  • HighAndDry on 06/06/2018 - 16:26
    -3

    After asking Australia Post to help, they simply said it's lost and there's nothing they can do.

    Typical.

    I'd push harder on Auspost. Go in person into your local post office, demand an explanation, refuse to leave, etc. They'll cave far more easily than the forwarder or the seller, since it's really the fault of Auspost.

    • navegante88 on 06/06/2018 - 16:36

      thank you for your advice

  • mskeggs on 06/06/2018 - 17:22
    +1

    Auspost has no obligation to you, you need to get a resolution with the seller.
    They will have shipping insurance, or the ability to raise a lost item with the carrier.
    I appreciate you would rather deal with complaints to a local organisation, but the sender is the one who engaged the delivery people all the way through.
    When you tell the seller you will be forced to do a chargeback, they will be more likely to follow up.

    • HighAndDry on 06/06/2018 - 17:24

      With all respect, that'll never work. The seller didn't send it, the forwarder did. The forwarder likely only dealt with their local postal service, no direct contact with Auspost. Not to mention potential language issues.

      Whereas Auspost is the one who've actually lost the package, can be contacted directly - and in person if need be.

    • navegante88 on 06/06/2018 - 18:56

      seller says that I need to deal with Aus post as they and the forwarder did their part on their end. So I'm pretty much screwed since Aus post won't do anything either

      • Ughhh on 06/06/2018 - 21:25

        Your contract is with the seller, not with Aust hence, hence Aust post won't compensate you.

        The issue is actually the sellers problem, because you can initiate a charge back with your bank (if they allow for debit cards).

        • navegante88 on 07/06/2018 - 08:27

          Yeh you're right, but no one seems to want to take responsibility so fingers crossed I can get a chargeback even though I know it's not the seller's fault…

        • HighAndDry on 07/06/2018 - 10:28

          Again, no - at most this is the forwarder's issue. The seller sold the product, and delivered it to the forwarder. That's their part done. They don't have any further involvement in this.

  • facebook zuckerberg on 07/06/2018 - 17:01
    +2

    ok, so here is what you actually need to do:

    I assume you already know this but use google translate or better is fanyi baidu translate for chinese parts

    1. call the australian 4px warehouse (96441851, 97437098, 94168777) sometimes they just wont answer… if you can't get through, try sending SMS to +61416863986 (in chinese only)
    2. go in the chat and insist a manager contact you in aliwangwang (chinese) or english speaking one calls you, they may take a while but usually its best to try and get them to do as much as possible in one session because they flake as soon as you disconnect. — rules of the live chat include do not forget to send a message every 3-4 minutes or else it will time out, and remember they dont have a reliable chat history log so try and save your own
    3. Transrush has english speaking phone staff but usually wont help with 4px issues, you can try to ask them to help or to get english speaking 4px staff to call you (dial 0011864008311333)
    4. usually it is beneficial to get slightly angry, and not take no for an answer, and if you cant get through call / chat at close of business hours which can help incentivize them
    5. try contacting random 4px aliwangwang contacts: 4px财务收款:集运九号 4px财务收款:售前069, 4px财务收款:售前009, 4px财务收款:集运032 are some managers
    6. tell australia post you are the sender you have most of the info to prove it, in call is a bit harder than the australia post my post business live chat, even your local post office can sometimes help. I tell them I am "both sender and receiver" which is kinda true…
    7. in worst case scenario 4px has compensation (maybe $100 worth?) and if you chargebbackwould it be against taobao? or against 4px? you can also contact taobao manually and ask them to help, tell them you are considering a chargeback, there is an english support email; [email protected]
    8. you can also try contacting 4PX-黄瑶 <[email protected]> (english or chinese) [email protected] (chinese), [email protected] is not monitored anymore afaik,
    • navegante88 on 08/06/2018 - 11:19

      Thank you, that was very helpful

  • AssociatedPenny Leon @ Taobao on 11/06/2018 - 14:04

    You can go to TaoBao and contact the customer service, they'll be responsible for this issue. Normally, the good is lost in the process, they will redeliver it without question. Don't worry too much.

    • navegante88 on 12/06/2018 - 07:09

      Thanks Penny, I'll give it another shot. They keep pushing the issue so might need to do a chargeback

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