Oz Round Table
The Oz Round Table boards => eBay & online buying & selling FAQ => Topic started by: RiffRaff on April 22, 2009, 12:39:15 PM
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I PAID FOR MY EBAY ITEM BUT IT HASN'T ARRIVED
There are many and varied reasons why parcels are delayed. Communication with your seller is the key to a successful transaction. Please take into account the following factors before considering your options and remember, most parcels do turn up after more indepth enquiries and there have been instances where a parcel can take 3 weeks to get from one suburb to another:
You can find your sellers contact details here (http://search.ebay.com.au/ws/search/AdvSearch?sofocus=bs&sacat=-1&catref=C5&dfsp=1&from=R7&nojspr=y&fsop=1&fsoo=1&fcl=3&frpp=50&sofindtype=9&pfid=&satitle=)
How did you pay for the item?
PayPal If the item was paid for via PayPal, has the payment been confirmed by the seller? If not, you need to check with seller that your payment has been received. Some PayPal payments are sent via eCheque. These funds are drawn from your bank account and can take up to 10 days to clear to your sellers PayPal account. Your seller should not send your item until the funds have cleared into their account.
It is possible but rare, that a seller will provide an incorrect email address and cannot retrieve the funds you have sent. If this is the case the seller will be unaware that you have sent the payment.
If you paid via bank deposit, money order, cheque or by any other accepted payment method, you need to confirm that your payment has actually been received by your seller.
For payments by:
Internet bank transfer: It is very important that you enter the seller's account number, BSB and name correctly. If one digit is missing or incorrect the funds will be returned to your account. After making the transfer you should email the seller and inform them of the date, time and exact amount you have deposited. This gives the seller an idea of when to look for your payment as bank transfers before 5pm will usually show the next day but after 5pm they take an extra day. Some banks do vary but this is a general pattern. Whilst processing the transfer ensure you don't accidentally scroll your mouse and pick up another's account number, always double check the last payment screen before you click "pay".
Over the counter bank deposits: Ensure you use the seller's account number, BSB and name correctly. If one digit is missing or incorrect, the funds will be returned to your account. If the seller claims they have not received your payment, check your account for its return. Most importantly banks don't allow for the depositor's identification to be included as they use their own BSB number as a code, therefore after making the deposit you should email the seller and inform them of the date, time and exact amount you have deposited. These deposits usually show in the seller's account the next working day. If you do not get an email from a seller after an extra day email them and ask if your deposit is showing so you can chase it up quickly if your payment has gone astray. Payments which have gone astray can be claimed back through your bank. In most instances the payment can be retrieved but this does involve a fee.
Money Order/Cheque - If payment was made via money order or cheque, you need to check that your seller has actually received it. If sufficient time has passed (up to 10 days depending on location) for the money order/cheque to reach your seller and the funds have not been drawn, you may need to consider cancelling the payment. You should also consider sending mailed payments via registered letter so that the letter can be traced.
Postage
The postage method used to send your item will determine how easily it can be traced. Generally, postage within Australia takes a maximum of 10 days depending on the lodgement postcode and your location. In some cases, circumstances such as natural disasters, accidents, public holidays, etc. can affect delivery times and you should consider this when deciding if an item is overdue. It is important that you confirm the date your item was despatched/posted. Your seller may have had cause to delay posting due to their location or unforseen personal circumstances.
In most cases there is a simple solution to finding a lost parcel. Again, communication with your seller will usually achieve a faster positive outcome.
Regular Post - If after a reasonable delivery time has elapsed (dependant on your location and the sellers location), you should first contact your seller and find out exactly when your item was posted. Larger items which will not fit into your letterbox are sometimes left by a parcel contractor in a 'safe' location on your property (doorstep, etc...). If the parcel contractor considers there is no safe place to leave your parcel or cannot gain access, they will leave a card in your letterbox letting you know your parcel is available to be picked up at your local Post Office. If you are concerned about the length of time a delivery has taken and you have contacted your seller, it is possible that the parcel delivery contractor has not left a card for you in your letterbox.
Your next step would be to go to your local Post Office and check at the counter if there is a parcel for you. You will need to take identification with you.
A reputable seller will take on the responsibility of ensuring your parcel is delivered. You may need to ask your seller to contact Australia Post and launch an investigation into the whereabouts of your parcel. You can also contact Australia Post (131318) and ask them to check with your local Australia Post Distribution Centre and other Post Offices in your area.
If a parcel is deemed 'lost', Australia Post will compensate up to the value of $50.00 provided the seller can produce the AP receipt for the postage cost or pre-paid satchel purchase.
Please remember that if you chose not to pay for registration of your parcel, you greatly reduce the traceability.
Registered Post - Parcel registration is the safest way to ensure your parcel is delivered. Each registered parcel has a unique bar code that is scanned at various points along it's delivery route. Depending on the type of registration used (over-the counter, eParcel, Express Post Platinum or Receipted Delivery) generally, each parcel is scanned when it reaches it's destination Delivery Centre. Parcels are then scanned by the parcel contractor accepting the parcel and again when the parcel is delivered and signed for or taken to a local Post Office for collection.
It is advisable to ask your seller to provide the registration number for your parcel after you have received confirmation that your item has been sent. This website can provide the public with valuable information regarding the whereabouts of a parcel: http://www.ausposttracking.com.au/
Please keep in mind that, not all registered parcels are scanned at lodgement. Generally, the first scan will appear when the parcel reaches the destination Delivery Centre. For this reason, you should allow a reasonable period of time for delivery before contacting Australia Post.
The Australia Post call centre (131318) will check their system for recent scans of your item or will advise an expected delivery time. They will also determine if a missing parcel requires further investigation. A reputable seller will take on the responsibility of ensuring your parcel is delivered. You may need to ask your seller to contact Australia Post and launch an investigation into the whereabouts of your parcel.
Express Post - While Express Post does generally get your item delivered faster than the regular mail service, it is important to note that the 'Next Day Delivery' service only applies within a network of applicable postcodes. If either you or your seller are located outside of this network, your parcel may not reach you the day after posting. All Express Post parcels are assigned a number and unique barcode which is scanned when it reaches it's destination Delivery Centre. Parcels are then scanned by the parcel contractor accepting the parcel for delivery.
It is advisable to ask your seller to provide the unique number for your parcel after you have received confirmation that your item has been sent. This website can provide the public with valuable information regarding the whereabouts of a parcel: http://www.ausposttracking.com.au/
If, after a reasonable delivery time has elapsed and your parcel has not arrived (dependant on your location and the sellers location), you should first contact your seller and find out exactly when your item was posted.
Larger items which will not fit into your letterbox are sometimes left by a parcel contractor in a 'safe' location on your property (doorstep, etc.). If the parcel contractor considers there is no safe place to leave your parcel or cannot gain access, they will leave a card in your letterbox letting you know your parcel is available to be picked up at your local Post Office.
If you are concerned about the length of time a delivery has taken and you have contacted your seller, it is possible that the parcel delivery contractor has not left a card for you in your letterbox. Your next step would be to go to your local Post Office and check at the counter if there is a parcel for you. You will need to take identification with you.
Please note, on occasions other house members have retrieved the card from the letterbox and not informed the buyer and it has also been known to get caught up in leaflets and not noticed. Also, at times, parcels have been accepted by other house members and this has not been notified to the buyer. So, please also ask all in your household if they have taken receipt of the AP notification or the parcel itself. This has happened frequently.
A reputable seller will take on the responsibility of ensuring your parcel is delivered. You may need to ask your seller to contact Australia Post and launch an investigation into the whereabouts of your parcel. You can also contact Australia Post (131318) and ask them to check with your local Australia Post Distribution Centre and other Post Offices in your area.
If, after careful investigation which includes tracing the parcel's progress involving contacting your local post office and you, the buyer, to ascertain the parcel has not been received, a parcel is deemed 'lost' and Australia Post might compensate up to the value of $50.00 provided the seller can produce the AP receipt for the postage cost or pre-paid satchel purchase plus proper identification of the parcel's contents to prove its value. This is usually in the form of an eBay invoice.
Courier Services - As couriers operate as private businesses, you will need to contact your seller and ask them to follow-up on an expected delivery time.