Responsibility to Locate Lost Item

If the Seller is “In Trade” then they have a Duty of Care (Consumer Guarantees Act) to ensure delivery of the item. If it’s lost they must initiate a claim with the CourierCompany which will investigate.Keep all your emails to seller to maintain a trail. Don’t get involved - with Courier Co unless you absolutely have to.

If it’s a casual trader then it’s simply a matter of responsibility and courtesy for the Seller to follow up. However if you don’t get co- operation then take the reins and contact Courier Company yourself. Always keep it polite and friendly but keep your finger on the button…

it’s a busy time but the Courier Company has a Duty of Care also…good luck.;-)

At this time Susan, there are lengthy delays, backlogs in Depots where they are caught up with stuff for businesses that could not be delivered,

I have summited 2 inquiries for the same buyer today, ( yeah one of those that buys and pays. so I just shipped as no communication, then 2 days later buys more and wants to combine, Sigh!)

and as a buyer I did one myself that I had been tracking after 12 days, seller made so many excuses not too, told me to do it,

as tracking gone quiet handed over to rural allocated tracking code but no scans,?, NZ Post but I am not Rural, submitted it on Saturday, early Tuesday morning there was a new scan on parcel I then had it the next day, was delivered by NZ post they actually had 2 for me via Aramex,

If you have been using the tracking link page, right down the bottom of tracking page there is a link submit parcel inquiry, to ask for Status of parcel, sometimes it pays to be proactive and just do it yourself, you can quickly fill that in and flick it off, give it about 4 days, if you get a message or what ever parcel not located/lost etc, Then you have to get the seller to put in a inquiry for missing parcel,

It is their responsibility as they have the contract with the carrier they use, they know size weight, how it was packaged etc, so it is their responsibility,

The courier contract is between the sender and the courier company, it's not the buyers job to get involved.

Hi Mathew,

When you track your item via the Trade Me E-Mail that buyers are automatically sent,

for example on bottom of Aramex page their is a link submit parcel Inquiry, that is for buyer to use,

That is a link supplied to the buyer, it is a quick easy link to use, and they will get back to you when resolved,

the two I did a for buyer a few days ago & where resolved overnight when they received their parcels on Saturday, they were acted on within half an hour of submitting,

Only if they come back parcel unable to be located or Lost, Then the seller needs to take responsibility and put an inquiry in for lost parcel, as they are the ones with the contract to the carrier,

As a buyer you need to be proactive too, by just submitting Parcel inquiry, if you think it has been in depot too long with no update etc?, you need to be tracking your own parcel from the time you have been given the tracking info,

Yes you do need to be involved, Sellers cannot sit around tracking buyers parcels, Buyers need to responsible and track their own parcels when supplied with the tools to do so,

Thanks everyone. I have submitted three lost parcel enquiries with the courier company (Aramex). Unfortunately I have received no response to these, with the earliest one being submitted over 1 week ago. The seller has been in touch with the courier company, who said last week that they would have a look for it before enabling a lost parcel claim. The courier company also appear to not be getting back to the seller. 

Hi again everyone, 

Can someone please advise whether Trademe has any guidance on the following? The buyer has now lodged a lost parcel claim with Aramex (who are not responding at all). The buyer said she would refund me for my purchase once she gets a refund from Aramex. Is this acceptable, or should the buyer be refunding me now and then themselves waiting for reimbursement from Aramex? Thanks in advance for your help. I have never been in this situation before!

Hi Susan. It's the seller not the buyer that does the refunding, to the buyer.

The usual way things work is that the seller lodges a claim and when the couriers reply to say they have accepted the claim, the seller should refund. The seller should not wait till the courier actually refunds them.

Sorry, I didn't answer your question re Trademe guidance, but if you've searched the Help pages and can't find anything, maybe Lucy will pop along and point you in the right direction.

I'd be surprised if Aramex does entertain a receiver's claim. It's usually the sender (usually the seller) who should lodge the lost parcel claim.

In some rare cases the buyer arranged for courier themselves, then the buyer should be the one to lodge the lost parcel claim.

Hi Gary, 

Thanks very much for your response. Gosh, I'm sorry, I just re-read my post and realised my mistake - what I meant was that the seller (I mistakenly said buyer as I was in a rush juggling kids!) has lodged a claim with the couriers and said she would refund me (the buyer) once she receives a refund from the couriers. The issue we are having is that the couriers are not responding to the seller at all (or my lost parcel enquiries as the buyer) and so therefore it is unclear whether the couriers are going to provide a refund. 

Thanks very much. Apologies again for the confusion.

Have heard others saying it is taking some time for the couriers to reply to missing parcel enquiries at the moment. My last claim with Aramex was in July and to give you an idea of timings, this is what happened.

12/7 Sent item to buyer

15/7 buyer advised they hadn't received. I tracked and it said in transit. I suggested to wait till after the weekend.

21/7 Buy said still not here so I advised I would send replacement by different carrier and that if original turned up to let me know and I would arrange return.

21/7 I submitted a parcel enquiry. 

22/7 Sent replacement item to buyer

23/7 Buyer received replacement

23/7 Received reply from Aramex saying looking in other branches

27/7 Received acknowledgment they can't find it and it's moving to a claim. Same day, I submitted claim docs to them.

30/7 They confirmed receipt of claims docs

11/8 Received email saying claim will be paid on their next payments cycle.

19/8 Received refund in my bank.

So, you can see it does take some time, but communication with the buyer helps.

Can anyone tell me where I can find a tracking number for a parcel I sent through Aramax, not something I sold on trade me but a separate parcel. On Android. please.

Patricia, if it's something you booked via Trademe ie using the Send something else link, you can find it under Manage My Bookings, although that only shows the last 10 bookings.

https://www.trademe.co.nz/MyTradeMe/Shipping/ManageBookings.aspx

Other than that, best place would be in the email you received when you made the booking.

On the 9th Sept I purched a Urine bottle and paid $42.99 for it. To date it has not arrived.

Can it please frward me its tracking number as I have lost it. Or please refund the $42.99. I would appeaciate a reply..Thanks= Keith 

Keith, you need to contact the seller you bought from. You also need to edit your post to remove all your contact details, as it's both against the rules here, plus it gives scammers info to scam you and others. Might also be a good idea if you don't hear from the seller to click the Dispute Resolution button beside the auction in your won items which will send a message to Trademe to get them to step in.

If you are having problems seeing the Dispute button, check this post..

https://help.trademe.co.nz/hc/en-us/community/posts/11284866658969/comments/11286708962329

Purchased items over 4 months ago and still no resolvment from seller or aramex (absolutely useless) seller reckons cant give me refund as per there "terms" which is attar beep beep beep.. it got lost during transit apparently and nowhere to be found!!
what to do??

You should not be out of pocket Malna. Disputes tribunal would be the way to go if the seller is denying responsibility. It's their job to refund you and their job to claim with the couriers. If the couriers have lost it, then they should be refunding the seller. I've not ever been refused a refund by the couriers when they have lost something and I have lodged a claim with them. It can take some time, but it does get done.