Missing item - sent with another which was received

jwil

I sold two items to a buyer in Australia which were paid for immediately and posted tracked. He then bought another two items, again paid immediately and posted tracked. He left feedback for one of the first two items, and then a few days later left feedback for both of the second two items.

I've now received a message saying that he hasn't received the second of the first items. Both items were posted together so I'm not sure what is going on. The problem is, I can't remember how I packed them. I've checked here and definitely don't have the item, so I have posted it.

I've asked the buyer whether the packaging was damaged when he received it, and also the weight of the item he did receive as I have the weight of the parcel on the receipt so will be able to tell whether I posted both items or not.

I think I may have sent the two items in individual boxes taped together so it's not impossible that they may have come apart in transit (I would think unlikely as I tend to use tonnes of tape).

I'm not sure how to progress - I don't think the buyer is trying it on, he seems genuine, and of the 4 items he bought, it is the lower value.

I guess I'll have to refund I suppose and suck it up? I can't really put a claim in for a missing item as the tracking shows delivered and I can't remember what the parcel looks like anyway (I posted loads that week and I use all sorts for my packaging). It was sent through RM.

Any thoughts?

theonlywayisup

Unless you are 100% sure you posted them together, you won't really have any way of knowing.

Has he responded re your question about damaged packaging?

I think asking him the weight is a tad ridiculous, do you weigh parcels that arrive at your address?

LadyDee

I believe that all post to Australia is scanned/x-rayed etc., and I wonder whether this 'double' parcel might have been detached to be examined by Customs and lost its partner.

jwil

theonlywayisup wrote: »

Unless you are 100% sure you posted them together, you won't really have any way of knowing.

Has he responded re your question about damaged packaging?

I think asking him the weight is a tad ridiculous, do you weigh parcels that arrive at your address?

I am certain that I posted them together, but the question has put some doubt in my mind.

No he hasn't responded yet.

I don't weigh parcels no, I asked him if he wouldn't mind weighing the item that he did receive - I don't think that's ridiculous at all. If he has some kitchen scales and can pop it on there and tell me how much it weighs, I can tell whether there was just that or the other item as well. My parcel weighed 1.2kg. If the item he has weighs 500g I can be certain that there were two items there, if it weighs 1kg then there wouldn't have been.

jwil

LadyDee wrote: »

I believe that all post to Australia is scanned/x-rayed etc., and I wonder whether this 'double' parcel might have been detached to be examined by Customs and lost its partner.

That's possible, and would be the answer I'm sure. I wonder if I will get it back - I would have put the return label on one and the address on the other. I can but hope!

ballisticbrian

I have seen the Post Office turn away someone with two items taped together for airmail and classed it as insufficient packaging although I haven't seen an official policy.

onetwothree123

Toffs are careless! I would ,with certainty, remember exactly how I had wrapped items .You had a duty to your buyer to ensure items were packaged and labelled correctly for going through customs etc and the buyer has a right to a refund. End of. Pay him back and apologise .

Couriers in the UK do not accept two parcels strapped up with tape going to same address that is classed as two items being carried and you can see from most FAQ's that is the policy, RM must have stepped in line the with the same T&C, his package may have been rejected as not labelled correctly or perhaps was over the weight that could be carried? Etc in fact , numerous reasons exist for it not being delivered, you are probably liable and should oblige the refund .

jwil

ballisticbrian wrote: »

I have seen the Post Office turn away someone with two items taped together for airmail and classed it as insufficient packaging although I haven't seen an official policy.

Thanks, this was sent through the post office, and they didn't mention anything. I've done it before without problem, but maybe I'll see if there is an official line.

onetwothree123 wrote: »

Toffs are careless! I would ,with certainty, remember exactly how I had wrapped items .You had a duty to your buyer to ensure items were packaged and labelled correctly for going through customs etc and the buyer has a right to a refund. End of. Pay him back and apologise .

I'm a toff? Bully for you that you can remember exactly how you send everything. I'm guessing that you didn't send a huge pile of parcels, all in different styles of boxes with a 4 week old baby. Normally I would remember as I tend to use the same boxes, but on this occasion I didn't.

I know I have a duty, I'm not arguing this and will refund the buyer - I'm just trying to establish what has happened.

I do take care that my items are packaged well and labelled correctly, and the amount of comments I get in my feedback saying such reflects that. The reason I would have used two boxes would be to ensure the items were much more secure - though it appears that backfired this time.

onetwothree123 wrote: »

Couriers in the UK do not accept two parcels strapped up with tape going to same address that is classed as two items being carried and you can see from most FAQ's that is the policy, RM must have stepped in line the with the same T&C, his package may have been rejected as not labelled correctly or perhaps was over the weight that could be carried? Etc in fact , numerous reasons exist for it not being delivered, you are probably liable and should oblige the refund .

I don't use couriers so wasn't aware of this policy. As I said I posted this through the post office, and have taped two boxes together before (and did another one in this batch which has arrived safely). They have not queried it before, but I think I will stop doing it now to be on the safe side.

It was certainly labelled correctly and was not overweight, and was insured to the correct value. It does sound like the two boxes may have been the issue.

Thanks for the advice everyone.

theonlywayisup

jwil wrote: »

I am certain that I posted them together, but the question has put some doubt in my mind.

No he hasn't responded yet.

I don't weigh parcels no, I asked him if he wouldn't mind weighing the item that he did receive - I don't think that's ridiculous at all. If he has some kitchen scales and can pop it on there and tell me how much it weighs, I can tell whether there was just that or the other item as well. My parcel weighed 1.2kg. If the item he has weighs 500g I can be certain that there were two items there, if it weighs 1kg then there wouldn't have been.

So he has opened it, probably discarded the packaging and you don't think asking him to weigh it is ridiculous?

I would not be rummaging in the bin for anyone! :rotfl:

jwil

theonlywayisup wrote: »

So he has opened it, probably discarded the packaging and you don't think asking him to weigh it is ridiculous?

I would not be rummaging in the bin for anyone! :rotfl:

Er... no because I asked him to weigh the item not the packaging!

theonlywayisup

jwil wrote: »

Er... no because I asked him to weigh the item not the packaging!

So you are asking him to weigh the one item he says he received, without the packaging.

Which proves what exactly?

Take a moment, have a think......;)