eBay item 'delivered' to parcel collect but sender changed to Fastway/Aramex. Parcel no-where to be found

art-fanatic on 09/08/2023 - 15:11
Last edited 09/08/2023 - 15:16

I purchased an item off eBay and on the item listing the delivery method was listed as 'Australia Post Standard Parcel'. I am back working in the office most days of the week so decided that I would use my Australia Post Parcel Collect as the address for the delivery.

Unfortunately after I purchased, the seller decided to use Fastway/Aramex instead of Aus Post. I have just received an order update stating the parcel has been delivered. Clicking on the fastway tracking number it states it was delivered with 'authority to leave'. I wandered up to the post office to check if they had actually received my parcel from the Aramex courier and they had not, it was also not left anywhere on or around the post office shop. I just called Aramex to let them know and left them my contact details and personal address. The Aramex service rep didnt give me much confidence that they know what has happened to the parcel either. I also messaged the eBay seller that I have not received the parcel.

Has this happened to anyone else before? Should I contact eBay customer support now or wait a couple of days?

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Comments

  • jv on 09/08/2023 - 15:20
    +1

    Has this happened to anyone else before?

    I had a parcel that they lost at there depot for about 5 days.

    I just cancelled and bought it from another store.

    • art-fanatic on 09/08/2023 - 15:26

      How did you cancel after it was sent out? Did you contact eBay customer support?

      • jv on 09/08/2023 - 15:52

        Via ebay support.

        Delivery was already 3 days past due date. Amarex said they didn't know where it was, but it was somewhere in the warehouse.

        Left a note to seller that I would not accept delivery because Amarex could not locate item and i ordered elsewhere as i could not wait any longer.

  • Xistn on 09/08/2023 - 15:27
    +5

    Fastways… literally took a parcel up and down the east coast for 3 months before they sorted themselves out.

    • art-fanatic on 09/08/2023 - 15:33
      +2

      I typically try choose sellers who say they are using Australia Post. I had a terrible experience with Toll during Covid. I understood that there was supply chain issues, it was just the lack of transparency and poor customer support. I always get straight through to Australia post and their parcel tracking app is actually pretty good.

    • reactor-au on 10/08/2023 - 09:43

      There is no worse courier. I will not purchase if aramex is the only option.

  • BewareOfThe Dog on 09/08/2023 - 15:29
    +2

    Try typing the location of the post office (ie suburb).
    https://www.aramex.com.au/courier-locator/

    It should give you the drivers number. Hopefully they have a good memory/excuse.

    Hopefully you used Paypal, (if the parcel is not located). It annoys me when sellers change the couriers, as I have had this happen a few times on Ebay. It's bad enough Amazon are using them.

    • art-fanatic on 09/08/2023 - 15:31

      Thanks for that I actually used that link to find the number for my suburb. Unfortunately it was just a 1300 number and from what I could tell it patched me through to Aramex's centralised call centre.

      I used my Visa Debit card. What benefit does Paypal have over a Visa debit card?

      • jv on 09/08/2023 - 15:54
        +1

        What benefit does Paypal have over a Visa debit card?

        https://www.paypal.com/au/webapps/mpp/paypal-buyer-protectio…

      • DashCam AKA Rolts on 09/08/2023 - 15:54

        What benefit does Paypal have over a Visa debit card?

        PayPal refund for issues with seller/delivery.
        Visa debit - you're on your own.

        • art-fanatic on 10/08/2023 - 07:50

          Okay thanks for the tip, thankfully this item was only about $50 so worst case scenario I lose that. I’ll use PayPal from now on

  • rambutann on 09/08/2023 - 15:38

    I've had issues with shopandship (Aramex's parcel forwarding service) - the only way I ever made contact with them was via their facebook page.. and even then it takes months of nagging them to get any information out of them.

  • randomusername2017 on 09/08/2023 - 16:04
    +1

    I wandered up to the post office to check if they had actually received my parcel from the Aramex courier

    https://help.aramex.com.au/hc/en-us/articles/115002306513

    • art-fanatic on 09/08/2023 - 16:11

      Thanks for that, now just need to see if the parcel gets delivered back to the depot in the next 12-24 hrs. If it doesn't I doubt I'll receive it. It is unfortunate that the Seller changed the courier after I made the purchase.

      • Protractor on 09/08/2023 - 16:30
        +1

        Contact the seller now. If they can't just refund now, give them a 24 hour window to find the physical location of the item and provide the evidence to you.. They changed the sending method, it's their fault to own.
        Next time use paypal.
        Is the seller (a) based in Australia and (b) REALLY in Australia (check their ebay profile) ?

        You should be able to register the item as not received and submit a claim with ebay from the items ebay purchase history.
        The seller has to wear it

        • art-fanatic on 10/08/2023 - 07:52

          I send the seller another message this morning letting them know I still haven’t received the item and that I would like a refund. I’ll try register the item as not received to eBay when their customer service opens. Hopefully, this can be a fairly easy claim. I have a screenshot of the listing stating it was going to be sent via Australia Post

  • garetz on 09/08/2023 - 17:04
    +1

    If the sale was specified that postage would be australia post then they didnt use the method of transport that you paid for, then the sale is no longer valid, just get a refund.

  • Empharand on 09/08/2023 - 17:15
    +1

    Should I contact eBay customer support now or wait a couple of days?

    Now! Why would you wait a couple of days?

    Just as a heads up, eBay support are usually very unhelpful in these sort of regards especially as all they will see is that it has been 'Delivered' and I assume the Aramex tracking will say that it was Delivered to the suburb you requested so they just assume it was delivered correctly…. I don't think they fully grasp what a 'Parcel Collect' address is, more specifically that it's only Australia Post that can deliver to those addresses.

    If you open up an 'Item not received' case the seller will just upload the tracking number and contact eBay support and they will close it in their favour - Avoid doing that because as soon as the case is closed your hope of ever getting your money back via eBay is pretty much 0%

    OP, my recommendations to you are as follows:

    • Step 1) Contact eBay support, explain everything as best as you can (Remember that they likely don't know what a 'Parcel Collect' address is).
      Your aim is to detail as much as possible on the record so you have this in writing when the chat log is emailed to you after the conclusion of your conversation with the live chat agent. If you're lucky then they may be able to issue a refund to you, otherwise refer to 'Step 2'

    • Step 2) [Failing Step 1] Contact the seller and request that they send another one out due to their error - Do not wait days for their reply

    • Step 3) [Failing Step 1 & 2], initiate a bank reversal via your bank. Have your chatlog between you and the eBay Live Chat agent ready to provide to your bank [As per Step 1] + screenshots of your attempts to remedy the issue with the seller [As per Step 2].

    • Protractor on 09/08/2023 - 17:57

      There should be an option on the purchase history to select ' problem with this order >item did not arrive > and go from there.

      At the least (if OP wants another re-order of the same item) demand it come express APost to his desired address / collection point.

      • Empharand on 09/08/2023 - 18:01

        OP can do that but I believe (if memory serves) all that will do is send an enquiry to the seller to request that they upload a photo (or other evidence) showing that the 'Deliver to' addresses match (eg. a photo of the consignment with the label attached)… I could be wrong though.

        This is why I thought it was better to message Live Support as OP can explain regarding the 'Parcel Collect' address that way they may be able to skip a few unnecessary steps and get straight to a solution for OP… The agent may even have authority to issue a full refund or at the very least open up a case with notes regarding the concept of how sending via Aramex to a 'Parcel Collect' address is how this has resulted in this happening so other reps will understand.

        • Protractor on 09/08/2023 - 18:26

          Possibly. I'm proactive.I always send alarms back to seller when an item is a cpl days late or earlier if tracking is obviously dodgy.I forewarn seller that if the item hasn't arrived by x date, I want a refund. (or al arrangement) Rarely had to use PPal, but have before, if needed.
          To me if I invest time/$$ in good faith, and the system fails (in this case moronic redirection type by seller) I want a resolution sooner rather than later.
          APost are hopeless, but when P Collect works,it works well.
          I have had sellers mislead about stuff many times, but never had one change from APost to another carrier and I have no idea why they would do that, but it sounds suss. Maybe there's a crook in the carrier mix in this sale.
          Be good to know what the sellers 'actual' reason was.

          • [Deactivated] on 09/08/2023 - 18:37

            @Protractor:

            Be good to know what the sellers 'actual' reason was.

            Because they know that buyers probably wouldn't purchase from their shop otherwise or it was a genuine mistake.

            It's happened to me a number of times and in all cases save for one, the sellers got into contact with me prior to dispatch to obtain an alternate delivery address as I had specified Aus Post parcel locker. The one time the seller didn't contact me, Aramex was unable to deliver as they didn't have access to the parcel locker & left it at a post office. The problem was that they didn't leave it at the nearest PO to the parcel locker but the nearest one to their stoopid out-of-the-way depot.

            • Protractor on 09/08/2023 - 20:40

              @[Deactivated]: Okee. I use parcel collect ( slightly different?). That said I have had some sellers get them mixed up/
              Basically PC is sent to an individuals name at the local PO.
              This is after I had a registered My Post account. They gave me a number but the local PO now know who we are, so no dramas.
              Bottom line is (in OPs case) seller changed the process mid stream and it imploded from there.
              If there's one thing more unreliable than APost, it's a bubble squeak mash up of mixed carriers. too many avenues to lose chain of custody and too many excuses to avoid responsibility

              • [Deactivated] on 09/08/2023 - 21:10

                @Protractor: It doesn't matter whether it's parcel collect or parcel locker - it's still Aus Post and it still requires the same a/c number to be included.

                Bottom line is (in OPs case) seller changed the process mid stream and it imploded from there.

                As I wrote above, the seller may not have changed anything and just indicated Aus Post delivery as a sales tactic due to issues with Aramex, etc or just an error on their part.

                It may go pear-shaped when an Aus Post address is chosen as it was explained to me that Aus Post do not have to accept such deliveries as it wasn't done via their network ie. they didn't get a cent from the delivery.

                Postal issues are world-wide - you should hear about the stuff that sellers in the UK & US go on about.

                • Protractor on 09/08/2023 - 22:43

                  @[Deactivated]: Aaagh OK. I get it.
                  Dodgy ebay seller practise (again) Sounds like typical ebay. They defend (ignore?) fraudulent location listings without blinking. Not even the ACCC gives a shit

    • art-fanatic on 10/08/2023 - 07:57

      Thank you for taking the time to write this up for me. I have reached out to the seller and they didn’t response yesterday. I just sent them a follow up asking for a refund. I will also contact eBay support when they open for the day.

      • Empharand on 10/08/2023 - 13:03

        No worries. If you haven't already contacted support I would provide the link that @randomusername2017 linked above from the Aramex website during your chat with eBay support.

  • bathuu on 09/08/2023 - 17:20

    Aramex is a mess. Time to get refund from your seller hence he chose to turn your delivery to mess.

  • art-fanatic on 11/08/2023 - 15:24

    UPDATE: I followed up with the rep letting them know that they by changing the delivery service after purchase and payment they had a misleading listing. They originally asked me to chase Aramex but I simply asked for them to send another via Australia post or refund the money so I can purchase of another seller. I had already called Aramex twice and left my alternate address details and heard nothing back. It may show up but to be honest I doubt it 🙃 They agreed to send me another. It took two days of me following up twice a day, but the seller has finally sent me a new Aus Post tracking number. It’s not showing scanned in Auspost yet so I’ll have to wait to see when it goes through its first distribution centre.

    • Empharand on 11/08/2023 - 16:12

      They originally asked me to chase Aramex

      I find that funny… basically gaslighting a buyer (aka you) into trying to chase and fix their error. The seller should be the one chasing Aramex.

      Good to hear that they have sent it via Australia Post and issued a tracking number, hopefully everything works out.
      Very doubtful you will hear anything back from Aramex.

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