AliExpress Dispute Help / Australia Post Employee Stole My Mobile

Scaregdearimasu on 18/01/2018 - 09:48
Last edited 18/01/2018 - 11:35 by 1 other user

Just need some help suggestions on what I should do in this situation.

Earlier on Singles day 11th Nov, I ordered a phone off Aliexpress. I paid via debit card. It got shipped out and made it to Australia where some Australia Post employee cut it open and stole it. (You can tell the plastic has been cut nicely and not been ripped or caught on machinery). Australia Post then delivers the empty packaging to me with a "arrived in this condition" sticker on it, Postal employee even said it's likely someone stole it. So I filled a complaint at Australia Post. I have photos of the packaging and complaint forms but nothing I haven't filled out or any sort of documentation from Australia Post themselves (most likely so they can't say they did nothing wrong).

I tried to open a dispute saying I hadn't received my item on Aliexpress but so many people who haven't purchased from China before have most likely complained way too early that they put a timer on disputes for any claims where the person hasn't received their items. That count down timer came to the day and I tried to put in my dispute but it still wouldn't let me proceed so I was forced to put in my claim saying I had received it but I choose that I was missing my item. They have no option for my item was stolen in the mail apparently.

The seller asked me to video my packaging and any documents related so I did, and they put video evidence of how much the phone weighs and shipping information paperwork saying they shipped it out which I believe. I refused their offer of no return and no refund offer and we put it through to Aliexpress CS to decided and they have for the time being sided with Aliexpress.

I was wondering is there anything else I can do at this point? It seems unlikely that the seller will refund me or ship another item at this point.
Should I go to the police to file a theft report so I have something more substantial? It seems like if you could get Australia Post to pay you for lost items the max they pay out unless you have insurance is $50, which they will pay out only to the seller so that seems pointless.

Despite Aliexpress's buyer guarantee that the buyer gets their item or their money back, it seems more like if the seller can prove they shipped it out that's all we care about.

I would recommend staying away from Aliexpress for big item purchases.

Mobile

Comments

  • kipps on 18/01/2018 - 10:01
    +2

    Don’t buy things on debit card. A chargeback on credit card for goods not received would have otherwise been a good option.

    • plmko on 18/01/2018 - 11:00

      Visa/MC debit still has a charge back function. I know because just did it through Citibank.

      • newjerseydamo on 18/01/2018 - 11:12
        +1

        This. Any purchases made on a Visa/MC debit card are part of the Visa/MC system and therefore have the same protections.

        First thing I'd be doing is going to the bank for a charge back.

  • tightarse on 18/01/2018 - 10:04
    +5

    some australia post employee cut it open and stole it.

    Pretty strong accusation. Not only could the package have been opened at any time after being dispatched, but it also needs to clear customs before getting anywhere near Australia Post.

    • Scaregdearimasu on 18/01/2018 - 10:31
      -5

      I came to that conclusion as Australia post would probably not take possession of the package if it arrived to them empty. I also have a tracking number from the distributor to australia and nothing unusual was noted there so thats why I've come to that conclusion.

      As for customs, If they were doing there job normally they would open it, put in the inspection paper and tape it closed. I didn't get any customs paper or tape to seal it. It is however possible customs opened it and did those things and sealed it and then the tape was removed but from the packaging I'd say it would be unlikely as you'd stretch the plastic packaging and it would be noticeable.

      • scrimshaw on 18/01/2018 - 13:37
        +1

        Australia post would probably not take possession of the package if it arrived to them empty. I

        That's also an assumption as well, wouldn't it?

        If I were a postie worker, I probably wouldn't question the weight (or lack thereof) of the item despite it's size. I'd just toss it on the conveyer belt and move onto processing the next package since there's so many to go through in a single day.

        If the package was already half opened or half destroyed, then it might raise some questions but I've also received packages that have been 'repaired' with a stapler and some packing tape, then shipped anyway without additional memos or notices about my parcel being ripped open some time ago.

      • original15 on 18/01/2018 - 18:56

        Sorry but that’s terrible reasoning^

    • Wystri Warrick on 19/01/2018 - 07:52
      +1

      Hello TA :)

  • djsweet on 18/01/2018 - 10:13
    +4

    How do you know it wasn't opened prior to reaching Australia? The problem is you have no idea where in the chain the item was removed.
    In any case, the seller has an obligation to ensure the item reaches your house whatever the postage method is. An item being stolen in transit should really be their problem, not yours. You may still be able to initiate a chargeback on a Visa Debit or Debit Mastercard.

    • Scaregdearimasu on 18/01/2018 - 10:34
      -1

      I agree, The seller should have the obligation but it seems they are a bad seller and don't care what happens once the item leaves them. I've never done a charge back before but thats looking to be the option. Hopefully theres not some silly time limit on purchases for that as it's been the beginning of November.

      • myusername on 18/01/2018 - 10:47

        i've previously worked for australian air express at the airport.

        have seen damaged parcels like really damaged and opened parcels come through, when taking them to the supervisor to report they don't care they say just send it on it didn't happen here its not worth filling out the required paperwork

  • garetz on 18/01/2018 - 10:46
    +2

    You should of refused deliivery, you are within your rights to do so if it looks like the package has been tampered with. Then its returned to the sender, and you get a refund and its their problem not yours.

    • Scaregdearimasu on 18/01/2018 - 10:56

      This was probably the correct option. Postal employees should have told me about this option as I was picking it up at the post office itself. Good to know for the future though.

  • Master Bates on 18/01/2018 - 11:41

    You can claim a charge back if your Debit Card is a Visa or Mastercard (source NAB):

    "When a cardholder or card issuer has any reason for concern regarding a credit card, VISA debit or debit MasterCard transaction, a dispute can be raised to authenticate the transaction.

    If the cardholder advises that they didn’t make the transaction, or didn’t receive the goods or services purchased, the cardholder sends a formal advice of dispute to their card issuer. The card issuer then notifies us of the chargeback request. If further information is required, we'll send you a letter requesting supporting documentation, such as sales vouchers and/or tax invoices to send to the cardholder for validation. If the information you provide doesn’t validate the sale and/or delivery, your business will be charged the disputed amount and the chargeback fee."

  • PossiblyARobot on 18/01/2018 - 12:19

    I'm surprised nobody has mentioned insurance. Isn't this exactly why you can get shipping insurance ?

    • Quantumcat on 18/01/2018 - 16:28
      +1

      Shipping insurance claims are paid to the person that posts it, not to the receiver

  • Scaregdearimasu on 18/01/2018 - 20:43

    Thanks everyone for their comments, I'm going to try and continue with the dispute although I don't honestly think there is anything I can give them that will change their minds.
    I'm going to go ahead and see if I can do a charge back as last resort.
    And I think the correct thing to have done would have been to not accepted delivery of the package in the first place. Kills me as I did know about this but didn't think about it at the time.

    It's unfortunate to see that some sellers and Aliexpress won't side with their customers when the customer hasn't received their items.
    Also at this point a lot of people have pointed out that I can't expressly blame a rouge australia post employee for the theft and I guess this is true as well. Still it's real annoying that no one along the line makes a note of when the package went empty or they don't even give out anything official to say it went missing or whatever so the customer has something to use as proof.

  • TiT on 01/03/2018 - 13:01

    Hi, how is your case going. I lost the mobile phone on arrivald as well in mid Feb. The the Australia Post says the item was open on arrival.
    Aliexpress wont take the responsibility as well.

    • Scaregdearimasu on 01/03/2018 - 13:25

      Sadly nothing happened other then me losing my money.
      Aliexpress sided with the seller and at the end of the process paid the seller.
      The seller said that aliexpress in this case was the shipper and is responsible for the shipping side of the transaction. (like the item is warehoused with Aliexpress and they handle all the customer side of things like amazon I guess). They (the seller) said I could try and talk to but seeing as they didn't come through the first time and I even asked what information do you need for to approve the refund and they never responded I don't have any faith in that.

      The employees at australia post said I would receive a phone call about it but I never did.
      They also said I could call to ask about it but honestly looking up the results of other people I'll be lucky to get any money from them if at all if I do it would probably be around $50 as they tend to pay out the seller and not the buyer when an item goes missing.

      the bank card which I used to pay for it clearly says that you can only start a chargeback before 30days so I didn't even bother calling them. Which is ridiculous as these days people buy tons of things from overseas and a lot of the time the cheaper shipping takes 30 days minimum.

      So lesson learned, pay through paypal when you can, use a credit card, pay for the faster shipping so you can chargeback if you need to. It also might just be better in the end to buy from a locally warehoused seller. Also if this does happen to you don't accept the delivery of it. This will make it Australia posts problem.

      • [Deactivated] on 01/03/2018 - 21:32

        I'm guessing you chose Aliexpress Standard Shipping.

        Usually it goes through Singapore Post. This is the slowest option and notorious as things usually go missing. Even something as simple as a $5 Monk Plus earphone disappeared… *sigh

        At least it's registered and requires signature, but with low weight items you never know if it is empty or not. Luckily Mr Lee from Venture Electronics was a good person and sent me another one. He gets a lot of bad rap because of his attitude, but he does take care of his customers.

        Probably irrelevant, but empty parcels usually happen one in every 50 parcels for me. Regarding the monks, I didn't even have to dispute because the seller was professional. Most other things that go missing are low value and not worth the time to chase up, usually the seller won't refund. It will cost you more in time to remedy the issue.

        I order a lot of random stuff online. I mostly use tmall and taobao now since it comes in through Toll (Courier) and it less likely to be stolen.

        Normal postman aren't paid much, that's a fact; anywhere along the chain, it can be stolen. x_X International deliveries can be bounced to several countries for cost minimisation.

  • TiT on 01/03/2018 - 13:05
    +1

    I'm thinking about giving complaint to ACCC in Australia about Aliexpress, they are contracting with Australia Post to ship the item, yet keep asking us to contact Australia Post when our item is missing. It should be their responsibility to contact with their shipping partner, not us buyer.

    • Scaregdearimasu on 01/03/2018 - 13:29

      Totally true, the seller should be handling this type of problem. Unfortunately I doubt ACCC can do much about it as they aren't in australia.

      Also I was really disappointed in the paperwork you get from Australia post.
      Nothing was an official document saying your item was missing/stolen ect.
      All you get is a complaint form which anyone could fill out saying anything.
      Some official documentation from them saying it went missing would go a hell of a long way proving it went missing but then they might also be admitting fault which they don't want to do.

  • [Deactivated] on 01/03/2018 - 21:00

    You'll only get a maximum of $50 of compensation from Aust Post. I've been through this mess once, but never again since I always use DHL and get additional insurance from the sellers. (Usually paid through another dummy $1 item which is also used to refund the seller if your item turns up late but your refund has been processed).

    Aliexpress conditions are set to only protect you if the seller doesn't ship (fake tracking number) or sends the wrong item, everything else is pretty much in your own hands.

    Seller is not at fault in this situation, so you just have to get the seller to go through the documentation on their side and then forward it to Australia Post. You'll then receive a phone call from Australia Post regarding it and hopefully your compensation soon after.

    Not worth the time if you ask me.

    • Scaregdearimasu on 01/03/2018 - 21:16

      If any other company in australia shipped you an item and you just received the packaging they would certainly refund or ship you another. Just because they are in another country doesn't make it right. The seller has the responsibility to get you the item. If australia post drops the ball thats fine, the seller should be handling that problem but it shouldn't be the customers problem.

      • [Deactivated] on 01/03/2018 - 21:40

        Agreed, the seller probably doesn't understand the process and thinks they can just palm it off because they used the Aliexpress shipping option.

  • spy on 28/03/2018 - 19:08

    Australia Post are super dodgy.

    My singles day phone from GB entered Australia as per tracking and then went "missing". I'd ordered two at exactly the same time and only one arrived. Tried everything and AP said they can't track. In the end, PayPal refunded (not Gearbest). Gearbest refused to replace either before and after refund saying its too cheap.

    Still scarred by that experience.

  • sorasora on 25/06/2018 - 19:57

    Hi. I got the same predicament. Did you choose their standard shipping?

    • Scaregdearimasu on 25/06/2018 - 21:24

      unfortunately yeah. Did you refuse to accept the item when it was being delivered?
      I think that may be the biggest piece of information I learned. That aside from maybe a more expensive shipping option.

      • sorasora on 25/06/2018 - 22:04

        The package was delivered on my doorstep so I don't think I could refuse it personally. I think since it's standard shipping,they treat it like standard postage, so they just shoved it to the mailbox or just put it on the porch

        Did you have to sign anything when you received it?

        • Scaregdearimasu on 25/06/2018 - 22:20

          I actually can't remember seeing as it was a high value item I probably did sign for it. I don't think I really signed anything. I might have a signed a complaint form at Australia post but only so I'd have some documentation. Not that it did me any good. I don't think any of these postal companies will give out any documentation stating the item went missing somewhere along the line as they don't want to admit guilt on purpose or accidentally, even if it wasn't an Australia post employee or even happened in Australia.

          I had mine delivered to my p.o. box so if there was anything Australia post would do they would have. But it seems like they honestly don't care and purposefully have no policies in place to help their customers. The person who brought out my packaging should have told me the item was missing and to not accept delivery or even start some sort of returns process or something but instead they just delivered it to me and their job was done. The staff were aware the item was missing from the packaging and did agree the packaging looked suspect during "delivery" (cut open, not accidental machine sorting opening or ripping the packaging).

          I'd say you'd have an even harder fight as your packaging was delivered to your property and they could just say someone came along and opened the packaging and stole the insides. Did your item come with a (arrived in this condition) sticker on it? You would think that would help or if they were to put that on your item you'd get a pickup delivery card so they could speak to you about it in person at least.

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