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| | | Author: | Raidersteve78  | | Posted: | Aug 1, 2022 17:07 | | Subject: | Packages not arriving | | Viewed: | 155 times | | Topic: | Shipping | |
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| Hi everyone,
I had a customer contact me today about a package that had not arrived just over
week after the order was shipped.
Australia Post is not amazing but it would normally have arrived by now. The
customer did choose to have tracking on their order so there is no way for me
to track down their order.
What are the normal steps that sellers take when an order is lost in the post?
I have only been selling for a couple of months now and this is potentially the
first order to get lost in the post.
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| | | | | Author: | Brickwilbo | | Posted: | Aug 1, 2022 17:19 | | Subject: | Re: Packages not arriving | | Viewed: | 51 times | | Topic: | Shipping | |
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| In Shipping, Raidersteve78 writes:
| | Hi everyone,
I had a customer contact me today about a package that had not arrived just over
week after the order was shipped.
Australia Post is not amazing but it would normally have arrived by now. The
customer did choose to have tracking on their order so there is no way for me
to track down their order.
What are the normal steps that sellers take when an order is lost in the post?
I have only been selling for a couple of months now and this is potentially the
first order to get lost in the post.
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You can ask for more patience before refunding the order.
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| | | | | Author: | Valto328 | | Posted: | Aug 1, 2022 17:27 | | Subject: | Re: Packages not arriving | | Viewed: | 56 times | | Topic: | Shipping | |
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| As a buyer my opinion is if they chose not to have tracking then it's on
them. I've had items shipped to me without tracking and I was responsible
enough to realize if it didn't show up it was on me for not paying for tracking.
But that's just me.
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| | | | | | | Author: | Raidersteve78 | | Posted: | Aug 1, 2022 19:07 | | Subject: | Re: Packages not arriving | | Viewed: | 41 times | | Topic: | Shipping | |
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| In Shipping, Valto328 writes:
| | As a buyer my opinion is if they chose not to have tracking then it's on
them. I've had items shipped to me without tracking and I was responsible
enough to realize if it didn't show up it was on me for not paying for tracking.
But that's just me.
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That is my opinion too however, being a new business I have tried to provide
quality customer service and unfortunately that has cost me a little extra in
shipping costs a couple of times when orders didn't fit into the padded envelopes.
I have provided the customer with the post office receipt so at least they will
know they weren't scammed but as far as to how to deal with a non arrival
I guess it will depend on how the customer responds to the delay.
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| | | | | | | | | Author: | 1001bricks | | Posted: | Aug 1, 2022 20:53 | | Subject: | Re: Packages not arriving | | Viewed: | 33 times | | Topic: | Shipping | |
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| In Shipping, Raidersteve78 writes:
| | In Shipping, Valto328 writes:
| | As a buyer my opinion is if they chose not to have tracking then it's on
them. I've had items shipped to me without tracking and I was responsible
enough to realize if it didn't show up it was on me for not paying for tracking.
But that's just me.
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That is my opinion too however
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Warning - this is 1990 style.
More recently, when people pays to get something, it's to get it delivered;
it's not like a Lotto with a chance to get it, even if chances are high!
In short, if not legally, sellers should be moraly responsible.
With, without insurance, at seller's or buyer's cost; it should only
be the seller problem - not the buyer one.
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| | | | | | | | | | | Author: | legoman77 | | Posted: | Aug 1, 2022 20:57 | | Subject: | Re: Packages not arriving | | Viewed: | 36 times | | Topic: | Shipping | |
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| In Shipping, 1001bricks writes:
| | In Shipping, Raidersteve78 writes:
| | In Shipping, Valto328 writes:
| | As a buyer my opinion is if they chose not to have tracking then it's on
them. I've had items shipped to me without tracking and I was responsible
enough to realize if it didn't show up it was on me for not paying for tracking.
But that's just me.
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That is my opinion too however
|
Warning - this is 1990 style.
More recently, when people pays to get something, it's to get it delivered;
it's not like a Lotto with a chance to get it, even if chances are high!
In short, if not legally, sellers should be moraly responsible.
With, without insurance, at seller's or buyer's cost; it should only
be the seller problem - not the buyer one.
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It strikes me as absurd - insurance. You are paying a delivery company or USPS
to do their job. "I have to pay extra to have this delivered and the post office
to do their job correctly."
John P
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| | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Aug 1, 2022 21:16 | | Subject: | Re: Packages not arriving | | Viewed: | 31 times | | Topic: | Shipping | |
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| | | It strikes me as absurd - insurance. You are paying a delivery company or USPS
to do their job. "I have to pay extra to have this delivered and the post office
to do their job correctly."
John P
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+1
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| | | | | | | | | | | | | Author: | wildchicken13 | | Posted: | Aug 1, 2022 21:42 | | Subject: | Re: Packages not arriving | | Viewed: | 30 times | | Topic: | Shipping | |
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| In Shipping, legoman77 writes:
| | It strikes me as absurd - insurance. You are paying a delivery company or USPS
to do their job. "I have to pay extra to have this delivered and the post office
to do their job correctly."
John P
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In my experience, insurance is not really necessary most of the time. Either
the package value is small and it's not worth paying extra to insure it,
or the package value is large enough that the cost of insurance is insignificant.
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| | | | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Aug 1, 2022 21:45 | | Subject: | Re: Packages not arriving | | Viewed: | 25 times | | Topic: | Shipping | |
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| | +1 |
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| | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Aug 1, 2022 21:51 | | Subject: | Re: Packages not arriving | | Viewed: | 25 times | | Topic: | Shipping | |
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| | | It strikes me as absurd - insurance. You are paying a delivery company or USPS
to do their job. "I have to pay extra to have this delivered and the post office
to do their job correctly."
John P
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It's kind of silly, I admit...
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| | | | | | | | | | | | | Author: | Gaston.La.Brick | | Posted: | Aug 2, 2022 05:28 | | Subject: | Re: Packages not arriving | | Viewed: | 52 times | | Topic: | Shipping | |
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| | | | | With, without insurance, at seller's or buyer's cost; it should only
be the seller problem - not the buyer one.
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It strikes me as absurd - insurance. You are paying a delivery company or USPS
to do their job. "I have to pay extra to have this delivered and the post office
to do their job correctly."
John P
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Indeed, absurd.
I got a reply from national postal services: "You didn't buy tracking, so
we can't help you when the package got lost in transport." Customer service
failed to understand having no tracking didn't clear the postal service of
their responsibility to deliver the product they sold, being: "ship package from
point A to point B".
Regardless of this, a customer pays for having an item delivered. If it's
not delivered, the customer should be refunded. Otherwise we, as sellers, start
acting like the logistic companies selling a service (or in our case: a product)
but without any sense of responsibility to deliver.
For this case, I believe one week is way too soon to give a refund. For missing
packages or letters, I usually request the buyer to be patient up to a month
after shipping date. Usually, when packages are lost, they turn up magically
after a few weeks. After a month, I refund.
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| | | | | Author: | 1001bricks | | Posted: | Aug 1, 2022 20:45 | | Subject: | Re: Packages not arriving | | Viewed: | 50 times | | Topic: | Shipping | |
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| In Shipping, Raidersteve78 writes:
| | Hi everyone,
I had a customer contact me today about a package that had not arrived just over
week after the order was shipped.
Australia Post is not amazing but it would normally have arrived by now. The
customer did choose to have tracking on their order so there is no way for me
to track down their order.
|
There are so many deadly things in Australia, brrrrr: everything can happen to
an envelope!
No kidding, here a letter would normally take 1 day, but sometimes it takes a
month, and sure people complain! But postal delays like "2 days" or "8 days"
are usually averages on a full year and a full country.
It's like the Price Guide, it says 1$ avg, but you may have to buy at 0.01$
or 10$...
I'd personnaly wouldn't say it's lost before a full month after shipment.
Kindly explain this to your buyer, ask to be kept informed.
Fun story that happend to us: we received an envelope shipped back from South
Korea - I don't lie, we still have it - 18 months after shipment, yep that's
1 year and a half 
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| | | | | | | Author: | Nubs_Select | | Posted: | Aug 1, 2022 21:17 | | Subject: | Re: Packages not arriving | | Viewed: | 33 times | | Topic: | Shipping | |
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| Did any of the parts go drastically up in value in the meantime?  |
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| | | | | | | | | Author: | TheCuteGiraffe | | Posted: | Aug 1, 2022 21:19 | | Subject: | Re: Packages not arriving | | Viewed: | 30 times | | Topic: | Shipping | |
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| | You have an About Me Page! |
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| | | | | | | | | | | Author: | Nubs_Select | | Posted: | Aug 1, 2022 21:26 | | Subject: | Re: Packages not arriving | | Viewed: | 23 times | | Topic: | Shipping | |
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| I thought you had seen it! There were some forum messages about it the other
day. Hopefully, its entertaining to read!
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| | | | | | | | | | | | | Author: | TheCuteGiraffe | | Posted: | Aug 1, 2022 21:38 | | Subject: | Re: Packages not arriving | | Viewed: | 25 times | | Topic: | Shipping | |
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| Indeed it is!
Interesting to learn about it.
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| | | | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Aug 1, 2022 21:39 | | Subject: | Re: Packages not arriving | | Viewed: | 21 times | | Topic: | Shipping | |
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| | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Aug 1, 2022 21:55 | | Subject: | Re: Packages not arriving | | Viewed: | 24 times | | Topic: | Shipping | |
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| In Shipping, Nubs_Select writes:
| | I thought you had seen it! There were some forum messages about it the other
day. Hopefully, its entertaining to read!
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I’m the only member in my family who hasn’t been involved in court
For now!
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| | | | | | | | | | | Author: | 1001bricks | | Posted: | Aug 1, 2022 21:54 | | Subject: | Re: Packages not arriving | | Viewed: | 29 times | | Topic: | Shipping | |
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| In Shipping, TheCuteGiraffe writes:
| | You have an About Me Page!
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What, he has a page about you???
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| | | | | | | | | | | | | Author: | TheCuteGiraffe | | Posted: | Aug 1, 2022 22:01 | | Subject: | Re: Packages not arriving | | Viewed: | 22 times | | Topic: | Shipping | |
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| | Haha! Nope, one about him, which was interesting to read through. |
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| | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Aug 1, 2022 22:07 | | Subject: | Re: Packages not arriving | | Viewed: | 20 times | | Topic: | Shipping | |
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| | | | | | | | | Author: | 1001bricks | | Posted: | Aug 1, 2022 21:52 | | Subject: | Re: Packages not arriving | | Viewed: | 29 times | | Topic: | Shipping | |
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| In Shipping, Nubs_Select writes:
| | Did any of the parts go drastically up in value in the meantime?
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Now you're telling me...
Frankly, the envelope is still here and sealed, never checked!
But a priori, no, regular stuff, no Boba Fett Cloud city 
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| | | | | Author: | SurplusParts | | Posted: | Aug 2, 2022 09:20 | | Subject: | Re: Packages not arriving | | Viewed: | 55 times | | Topic: | Shipping | |
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| In Shipping, Raidersteve78 writes:
| | Hi everyone,
I had a customer contact me today about a package that had not arrived just over
week after the order was shipped.
Australia Post is not amazing but it would normally have arrived by now. The
customer did choose to have tracking on their order so there is no way for me
to track down their order.
What are the normal steps that sellers take when an order is lost in the post?
I have only been selling for a couple of months now and this is potentially the
first order to get lost in the post.
|
Hey mate,
I will try to answer your question to the best of my knowledge also being an
Australian seller. All the other posts seem to be a group of people chatting
amongst themselves about complete other things than answering your question.
Australia Post is an excellent and efficient service, no matter what anyone tries
to tell you. I have just under 7000 orders on Bricklink alone, and have only
ever had 1 order lost permanently.
However, i have refunded several orders that have taken too long to arrive.
What i would consider too long....at least 2 weeks or more. 1 week is not that
long at all for letter shipping. I would not be refunded any money until at
least 2 weeks, perhaps even 3 weeks. Letter shipping is slow in Australia, 5-10
working days is normal.
If you choose to ship in untracked letter shipping, you have to accept that once
in a while you will have to refund one. The risk you take with the odd refund
is counter balanced with the fact that if you don't ship in letter rate,
you will lose a lot of business as people don't want to pay the more expensive
parcel rate.
Send a polite email apologising to them for the delay but suggesting to wait
a bit longer. Suggest a time frame and then you can discuss an amicabe solution
after that date.
At the end of the day, you are selling a product using Australia Post as your
delivery partner. You are responsible for delivery of the product, regardless
of what people write on their website about not taking responsibility.
I have had a tracked parcel go missing that i had to refund. Tracking doesnt
mean everything.
I hope this helps.
Douglas
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Australia, New South Wales
Netherlands, Gelderland
USA, Montana
France, Provence-Alpes-Côte d'Azur
Canada, Ontario
Belgium
