This seems very strange to me. Since I haven't had updates with my parcel and tracking only shows one thing I used the online customer support for EMS.

I asked if they can give me information on my package and the support agent told me this:

您好，您的邮件于2016-10-25 02:07:00由 广州市 国际出口邮件封发 发往澳大利亚国际e邮宝(悉尼)中，请您耐心等待。

Hello, your mail in Guangzhou 2016-10-25 02:07:00 by the international export messages sent letters sent to Australia's international e-mail treasure (Sydney), and please be patient.

However when I check the trakcing number myself on either 17track or AusPost I get this:

2016-11-02 10:32 Customer Enquiry lodged
2016-10-24 23:29 CN-510321, CHINA, Received by overseas carrier

"Customer Enquiry lodged" is because I called AusPost to ask about my parcel

Can anyone please help me with why the support agent told me my parcel is on route to Sydney but is only showing me it has been received my China post office?

My tracking number is - LX201995233CN

Quote from int077 on November 8, 2016, 15:53
1. Maybe they forgot to update the computer for your parcel. If you don't see any movement of your parcel by the 28 Nov, then just open a dispute to get your money back.

Hope this help.

I think it could be that because on ems website it doesn't show "Customer Enquiry Lodged" so many it's not working properly