Hi everyone, I need lots of help here. Any opinions (encouraging, no trolling) are welcome.
Here's the situation:

- Buyer paid me for an item ..... 26 Dec 2009 (Saturday)
- I sent by using Pos Ekspres, gave her the tracking number ..... 27 Dec 2009
- I even answered her many curiosities (quite fussy)
- Item arrived at her address (her office) ..... 28 Dec 2009, at 4.17pm
- She said she didn't receive the envelope

- I made calls and a report regarding this matter to Pos Malaysia
- Today Pos Malaysia called me and the supervisor itself explained that it has already been delivered
- The buyer still saying that she received nothing
- She's been bugging me for refund

My question, should I refund her? I have never avoided her, I answered her calls, messages..
What should I do?

If I want to cheat her, I don't have to trouble myself and call Pos Malaysia many times.

This post has been edited by solsekuin44: Mar 23 2010, 06:36 PM

Give him / her the tracking number & call 1-300-300-300 to track the item.
If the item has been delivered as said by Pos Malaysia staff, it's not your responsibility anymore.

Already gave the number, she checked but the item is not with her.
I just called the supervisor, now we are waiting for the guy who sent the envelope.

This girl said the building where she works does not have any mailbox, everything goes through the guard or the receptionist.
However, the supervisor of Pos Malaysia KL said, there is a mailbox.
It's just that she didn't know it.

I don't want her to think I'm cheating. On the other hand, rugi la saya if she kept the item but ask for a refund!
Her office is on the 21st floor.
Ai..

This post has been edited by solsekuin44: Dec 30 2009, 03:11 PM

pls double recheck before u refund,i know its a big loss if u refund... but what can u do,if she's lodging a police report and exaggerating this case,u're in trouble by then ,not 2 startle u,but this is fact... i mean,try 2 ask the dispatcher 2 bring back the form where the security signed on it,or maybe just maybe its stolen.but if u've all the details and u still keep the receipt,u can scan and email it to her..unless u throw away the pos receipt aldy

I kept the yellow sticker and the form inside Pos Ekspres envelope..
Yes, we are still waiting for the dispatch guy, which mailbox he put it into.

I did nothing wrong Ai.. Bad luck.
Thanks for the help ya?

She should be the one calling Pos Ekspress and bugging them, not you. The envelope is lost between Pos and her. Not between you and Pos.

She needs to look for the package. Is it in the mailbox. Is it with the security guard. Is it in the building management office. Is it with the mail guy in her office. Etc. Etc. There could be lots of places it could be. She can talk directly to the postman, find out where/who he gave it to, and go find it there.

It's possible he delivered to the wrong address. It's possible he delivered to the right building and then got misdirected internally within the building.

Tell her politely that you've already check with Pos Ekspress, and they confirmed the package is delivered. Ask her to call Pos Ekspress and talk to the postman and find out exactly where he delivered the package to. By talking to Pos Ekspress, she can also confirm that you're not cheating her. Pos Ekspress will acknowledge the receipt of the package into their system, proving that you did send it.

Some possibilities ...

1) There is a mailbox, but the people in her office is not aware of where it is. The regular postman normally give the mail to the security guard / building management office. However, the mail box is present, so mail is sometimes sent there.

This happens with one of our branch offices. After months of arguing with them over the phone, I eventually drove there myself, and after asking building management, showed them where it is. The box is overflowing with year old letters, yellowed electricity bills, all sorts of pamphlets, etc.

2) She's called Pos Ekspres herself, and knows the package is missing. But she's not letting this be known to you. She'll be saying "it's not my problem, why don't you call Pos Ekspress since you send it". All this is so that you'll bear 100% of the loss. It's just a negotiation tactic.

3) She really didn't call Pos Ekspress and does not want to check herself.

4) She's holding the thing in her hand and pretending she didn't get it.

In cases (1) and (4) you should not refund her. In cases (1) and (3) you would ideally want her not to be so lazy and do a little of this work.

Whether you choose to refund her depends on the cost of the item and your profit. If the item is lost through Pos Ekspress' fault, do you want to bear 100% of the loss, or do you want her to share it.

I would worry about the police report. Give her your phone number. Ask her to pass it to the sargeant investigating the report so that he can contact you. When he does, explain it to him. You have nothing to worry about. Pos Ekspres confirms that you did send the package.

Did you select Pos Ekspres or did she? If it was her, bring it up the next time you talk to her. Pos Ekspres is just like normal mail but with tracking number. The posman just drops it in the mailbox or wherever. If you want it to be safer, should have use Poslaju. The posman will come up and ask someone to sign for it. If it was your idea to use Pos Ekspres, well, don't bring this up.

Firstly,Pos express service is sh.it

I posted 3 items.So called 1 day delivery.All of the item reached my buyers 3 days later and they had the nerve to call up my customer to ask for direction to their house.

And one of the package was opened and then glued back.Idiots really

i alwaz remind my buyers...if u want to use pos express , thats ur problems if gone missing ...pay for another Rm2 and ur insured

pity u, pos xpress is not a registered post ... its mean not claimable .. refer to posmalaysia ..

never use pos express ...

its from my experience with pos express ... i lost about RM200 goods value when one of my customer said she didnt recieve the parcel but when i checked with posmalaysia its arrived to her on time

Wow, you've been a BIG help! Thank you so much for your effort on the lengthy explanation.
Very clear indeed.

Well, the thing is, she's already checked with the Pos Malaysia KL's supervisor.
I called the branch also and he (the supervisor) let me talk to one of the postman.

I heard him calling two names, he said to me, "Tunggu sekejap ye, despatch baru sampai"
I heard him calling that guy (Wan or Ijan, I heard these two names).

But the, he said he's not back yet! They are talking behind, WTF
So, what the other guy did (the despatch guy), he told me he used to send mails at that building too.
But he's not the one sending them on 28th. Ask me to tell the buyer to check the mailbox at lobby.

The result?: No Pos Ekspres there.
I pity her and I don't want to be labelled as a congirl, so I've decided to refund. Hell, I even put a freebie inside.
I rather lost my money then having my name spread around as an irresponsible seller.
The buyer chose Pos Ekspres.
Is it the despatch guy stole the items? Can we trust postman these days?

Ahaha.. Asking for directions? Pandainye.. Opened and glued back?
If they like the items inside, they'll take them? Is this what's happening to my envelope?

Hm.. What to do? This is my first bad experience with Pos Ekspres.
Never before something like this happened! Ai.. Bad luck.

Yes, I checked online and even called the branch. They said that the envelope has been delivered.
Wasting my money and my time. You've lost RM200? Mine is only RM75, but still it's money right?

I feel so bad for my customer too. It's true that I'm going to refund her, but she wants the item badly.
Pos Malaysia despatch should be reliable la..

This post has been edited by solsekuin44: Dec 30 2009, 07:25 PM

If you want to send item insured, use registered post instead. If the customer requested for pos express, buyer bear the risk of item lost. In fact, you don't have to refund. the buyer shouldn't blame you for the pos losing the item, blame the pos service instead.

Bad experience,feel sad about your story,
i always using pos malaysia,seems no problem at all,
entah2 despetch nya keja kot??????

i've been using posekspress for years now...so far so good..
for slightly more pricy stuff, buy a bigger envelope la..i've seen ppl bought rm3 envelope n stuffed big items in it, if posman tangan gatal then sure kena.
to prevent envelope being open n glued back, i use staples and on top of it,cellotape.better safe than sorry.
Best alternative, use poslaju...can argue if buyer say din recif coz signature required.

To TS:
from my point of view, if buyer agreed on posekspress at the begining, he/she is not liable for a full refund..mayb a 50:50 compensation would be suitable enuf...maybe u could ask the buyer to join in this discussion as well.

You shouldn't use Posekpress to send valuable things coz they tend to get missing all the times( altho I haven't got one so far) If you were to send the item via PosEkpress, always mentioned on ur thread that buyer will bear the risk if the item went missing, otherwise, use PosLaju instead, bcoz PosLaju they will hv to hand the item to the buyer personally so the chances of getting lost is smaller and you can claim the lost if anything happen to the parcel.

Thanks everyone..You guys are very helpful. But then, I've decided to refund her.
She stops bugging me and I don't have to feel bad for the loss.

What to do? Pos Malaysia keep saying, 'Kami dah hantar', 'Tanya despatch ofis tu'.
All these craps are exhausting! Wasting my phone bills and my time.

This will be a good lesson to me.
If not Pos Malaysia, what courier is reliable then? I've read there are stolen parcel from other couriers too?

Be patient fren,
accept La this as a test for you fren

sis y dont u ask her come to this thread n discuss... since we just listen your side....

btw, if post man dy delivered.. u shud stay your rite... i dont mean that rude to your customer but if u surrender it then you r treat yourself as con gurl...

since you dont even know whether she bluff u o not.. she may be keep the item then said lost then sumore obtain money back...

beside, if postman really delivered, even she lodge police.... u still have chances to win... Y!! cos u have the resit of using pos express, pos malaysia have the record that their postman dy delivered....

may be the mailbox is open then taken by others.... who know..

it is best that both parties meet up then discuss..... if can....


This post has been edited by subrok007: Dec 31 2009, 05:04 PM

That rite fren,good idea,
let both parties meet up n discuss

sorry to heard that TS.
but thanks for letting us know ur problem with pos express.