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354 posts

Ultimate Geek
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Topic # 151329 21-Aug-2014 14:53
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Hi All, 

I have a package coming from Aus that has appears to be "lost" in the postal system somewhere - and it is really hard to get help!  Any ideas?

 

  • On the 2nd of August I ordered a product from Melbourne Australia
  • On the 8th it was sent Pack & Track International via AusPost - Along with a 2nd package
  • On the 9th it was proceed from Melbourne.
  • On the 13th one of the two packages were delivered
  • As of today the "other" package is missing, and I am struggling to get help
The track and trace for AusPost still reads:
"Sat 09 Aug 2014 01:41 Processed through facility"

 


And for NZ Post Reads:
"Left country of origin 09/08/14 01:41"

 

So, after the other package was delivered last week I become concerned at the where abouts of the other package. 

The sender was not being much help and after several e-mails and phone calls direct to AusPost I have found out that it was on a flight from MEL - AKL on the 10th of August (with the other package).  The other package had an inbound AND customs scan on Monday the 11th, the missing package is showing NO scans since it left Melbourne. 

Now, AusPost wont open an investigation yet for the following reasons.  First, the sender needs to open the investigation (fair enough) and secondly the package needs to be overdue for 10 business days (from the longest "ETA") before they will look at it. 

They suggested that I contact NZPost.  I have done this, and found out even more.  NZ Post DO have an inbound scan on their system on the 11th of August, but no customs scan.  So they said that it did make it to New Zealand but never made it to Customs and that it is not their problem.

They went on to say even given the fact that the phone is in New Zealand, they will not do anything until they get an official request from AusPost (which they wont do for another 7 working days). 

The person at New Zealand post even when and got a note attached to the tracking number telling any other people I spoke with to "Not help until we have a request from AusPost".

So what do I do? I am basically powerless. 

AusPost wont investigate for another 7 working days (and the investigation can take weeks) and NZ Post just really (understandable I guess) won't help - and really were rude. 

This is not a rant, but if anyone has and tricks I welcome your feedback!

Cheers

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1888 posts

Uber Geek
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  Reply # 1112887 21-Aug-2014 15:10
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Sounds like you need to wait the 7 days :(

It sounds like a crappy situation which will only be dealt with by going through the red tape.  Skip a step and you may find it will take longer for your package to get to you in the long run.

I know it's not the response you were looking for, and it is total crap that everyone is passing the blame...But you run the risk of confusing things further by trying to push the system.  It may even get returned to the sender!

Good luck!





Sometimes what you don't get is a blessing in disguise!



354 posts

Ultimate Geek
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  Reply # 1112891 21-Aug-2014 15:14
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Cheers DravidDavid. I fear that this is the only option, but I am on a plane soon and not back in NZ for 3 weeks.. So just makes it all that much harder!

 
 
 
 


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  Reply # 1112892 21-Aug-2014 15:19
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Can you apply to get your credit card company to reverse the transaction - that will get the seller moving pretty quickly?

You did pay by Credit Card didn't you?

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Uber Geek
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  Reply # 1112896 21-Aug-2014 15:22
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Not good!

Didn't think about reversing the transaction...But if your package shows up tomorrow, you risk looking like a bit of a crook, haha!

It will definitely give the seller some motivation to get on to the shipping company.





Sometimes what you don't get is a blessing in disguise!



354 posts

Ultimate Geek
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  Reply # 1112900 21-Aug-2014 15:31
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Yup, paid with my Credit Card. Have suggest to them that I will get a reversal if they don't help. 

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  Reply # 1112901 21-Aug-2014 15:34
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skyplonk: Yup, paid with my Credit Card. Have suggest to them that I will get a reversal if they don't help. 


Is there a cut-off on the charge back process?  You might call the bank and be turned down because it has been too long.  I don't know if it's a thing...But I imagined myself in the same situation and being rejected, haha.





Sometimes what you don't get is a blessing in disguise!

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Ultimate Geek
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  Reply # 1112943 21-Aug-2014 16:27
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DravidDavid:
skyplonk: Yup, paid with my Credit Card. Have suggest to them that I will get a reversal if they don't help. 


Is there a cut-off on the charge back process?  You might call the bank and be turned down because it has been too long.  I don't know if it's a thing...But I imagined myself in the same situation and being rejected, haha.


There is a cut-off, but it varies depending on why you are charging back. I think it is about 120 days, I remember trying to find time frames before and it wasn't easily available.

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  Reply # 1112946 21-Aug-2014 16:30
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Why would you charge back the seller? What have they done wrong? Things go missing or get held up sometimes, why can't you just wait? Hopefully the package will be waiting for you when you get home.

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  Reply # 1112947 21-Aug-2014 16:31
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the package needs to be overdue for 10 business days (from the longest "ETA") before they will look at it.

That annoys me. I recently had a package from Canada that was documented as requiring "up to" 60 business days. On day 61 I put in a claim, only to be told that I can't claim until it's been 75 days. If the period is 75 days then it should be documented as "up to 75 days", not "up to 60"!

It arrived on day 62...



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Ultimate Geek
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  Reply # 1112953 21-Aug-2014 16:37
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bazzer: Why would you charge back the seller? What have they done wrong?


They have a delivery and product guarantee - and have gone to ground since the delay.  We are now 7 days past the delivery date.  

Also, you ask why can't I wait?Because the item was for a family member in America. 

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