Customer delivery address seems to be incomplete, no unit/apartment number mentioned. Pl. help
Hi amazon mods and fellow sellers,
We received and shipped an expensive order for Oriental books from overseas, using dhl express. We did not notice that the order delivery address had an error in not mentioning the unit/apartment number.
Now this shipment (it is expensive nearly 400 USD) has reached near the destination, but carrier is unable to deliver. The carrier is not able to contact the customer on the given phone number. It is quite expensive to bring it back and the customer is not replying to msg. sent through buyer-seller-msgs route.
I rang up seller support, case ID is CASE 16786407211
Can someone help or tell us how to get in touch with the customer. I think that we as seller are not allowed to contact customer directly?
Thanks,
ns
Customer delivery address seems to be incomplete, no unit/apartment number mentioned. Pl. help
Hi amazon mods and fellow sellers,
We received and shipped an expensive order for Oriental books from overseas, using dhl express. We did not notice that the order delivery address had an error in not mentioning the unit/apartment number.
Now this shipment (it is expensive nearly 400 USD) has reached near the destination, but carrier is unable to deliver. The carrier is not able to contact the customer on the given phone number. It is quite expensive to bring it back and the customer is not replying to msg. sent through buyer-seller-msgs route.
I rang up seller support, case ID is CASE 16786407211
Can someone help or tell us how to get in touch with the customer. I think that we as seller are not allowed to contact customer directly?
Thanks,
ns
2 replies
Seller_kIukTwdhvntAp
"I think that we as seller are not allowed to contact customer directly?"
You are correct that you are not supposed to but in this case due to the issues with both the address and the money I would call them using the number provided on the order.
Be aware of the time zones being different AND you will likely have a language issue though!
Danny_Amazon
Hello @Seller_ZbcEBv3JYIZDb- and thanks for looking for some guidance here on the seller forums.
As I review the case ID listed, it appears this order was successfully delivered. Should this situation occur in the future though, I wanted to make sure you had these details on how to contact a customer about their order, and this customer phone number FAQ, which informs on proper use of customer phone number information.
Thank you,
Danny
