Dispute Resolution - What To Do
Hi
A buyer lodged a dispute against me as the item hadn't been delivered. When the buyer first raised the non delivery, it was still only just outside NZ post's "3 working days" target date so I asked them for a little patience but to keep me updated. After several more conversations over more days, I had set a deadline date with the buyer that if it wasnt received by a certain date, I would lodge an enquiry with NZ post. A few points, the buyer had selected the cheapest postage option which is not tracked, I sent it the day payment was made, and even though the timeline was now overdue, I still have seen some delivered outside normal timeframes.
3 days prior to this "deadline date", the buyer lodged the dispute. On the deadline date, I lodged the enquiry with NZ post as I had promised. I also sent trademe a note with my version of events and what i was doing about it.
TradeMe has let me know today that they have refunded the buyer out of their pocket and not mine. On one hand, Im glad Im not out of pocket. On the other hand, I wonder why they wouldnt wait for the outcome from nz post. I also wonder if it was going to be taken out of my account, would they give me the option to send a replacement rather than refund? And lastly, I wonder what would happen if the item actually gets delivered (which is still possible). You'd be hoping for an honest buyer to tell trademe to reverse the refund.
Along with your thoughts on the above, i would also like to know how do i respond to the judgemental email trademe sent advising of the outcome - namely the statement "please make sure you're helping your buyers when they bring any issues to your attention."
As you can read above, I was "helping the buyer" and I don't want trademe to have the impression that I didn't care about the buyer and the non-delivery. I tried replying to the email but it states its undeliverable.
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S Community SuperuserKia Ora AJ,
I hear you,
There have been many disruptions within the Postal systems full stop, recent weather events have closed roads throughout both the North & South Islands, NZPost couriers have been suspended from deliveries on certain dates due to hazard conditions, road flooding, Regions cut off with bridges taken out, land slides, physical roads wiped out completely, Fallen trees blocking normal route access, extended routes as a result of natural disasters, High winds, Ferries & Planes cancelled, Matariki long weekend further delaying deliveries, etc. And today 14 July 2026 ... <quote> Unplanned aircraft maintenance has delayed deliveries for some items...
- Items travelling from Auckland to the South Island outside of Christchurch.
- Items travelling from the South Island to the Waikato, Bay of Plenty and Northland regions.
- <unquote>
It's been rather a non-stop series of events actually and Yes! the Buyer's parcel may well still arrive.
I wouldn't be too concerned with what sounds like a standard letter you've received. - It does highlight very well the company haven't allowed for the current turn of events which have had a profound impact on the country with many actually still displaced, red stickered homes and all whilst others are still recovering, repairing and cleaning up after the storms.
The company obviously have a new policy in play which ignores the profound disruption of Natural disasters, displacement of Members, Couriers & Freight Transport affected business time tables, Sellers rights to remedy and previous correspondence submitted regarding accountability and responsible actions taken toward assisting the Buyer through to a positive outcome. - Whilst it appears the company may have acted hastily here this appears to be the new business model of today which all Members abide by in continuing to use the platform.
In all honesty it's not worth contemplating the whys, what if's & how comes until you are compromised by any, it is what it is. - I'm sure your Feedback status resounds your credibility status as a Seller, where needs must to promote your goodwill send your new defence report through the normal contact chat bot window, attach your previous steps taken as sent in prior to receiving this letter and request your account to be noted as a Responsible & Trustworthy Seller. - Cheers.
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Callum Community SuperuserHello AJ. How did you manage to open an enquiry with NZpost when there was no tracking number? I thought that was impossible. Did you just send a generic email, rather than fill in the specific missing items form?
It will be interesting to hear back what NZPost say about it. I suspect it's going to be a pretty generic "Sorry, as there is no tracking there is nothing we can do" Unless there was a very specific event they know of affecting a large volume of mail in the area.
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MichelleTrade Me staff - Community team
Kia ora AJ, disputes happen to even the best of us, this is just the Buyer Protection process at work, we put things right so that both you and the buyer can move on. This way you aren't having to chase up an NZ Post enquiry to resolve it and the buyer isn't out of pocket. When say we'll cover the refund under Buyer Protection, that means we won't be taking it out of your account, so you don't need to worry about that. As S said, the email you got is just a standard email, your feedback and trading history speak for themselves.
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AJ Community Superuser
S - Thanks for your reassuring views and info re the disruptions, very useful and relevant.
Yes these things happen, but I try my best for them not to and unfortunately the relatively inexperienced buyer (11 trades/feedback) obviously hasnt experienced nz post anywhere what I have to know these things can happen.
Callum - the only way I know is to provide a valid tracking number but state in the notes to ignore it. On the rare occasions Ive needed to do this, they read it or question it and ask and I can let them know. Ive had some success in the past with them tracking it down, but also sometimes they dont even bother. In this occasion, they didnt read my comments and stated the tracking was different than the item i was enquiring on.
Michelle - thanks for your info and positive comments. Its a good case where the Buyer Protection has worked well and why the PING system is good. I am grateful.
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