Customer wants the code to an Amazon locker...I feel an A to Z coming
Customer emailed yesterday “You delivered to a amazon locker but where is my code?”. To which I replied that as a seller I did not have access to locker codes and gave the customer service number.
This morning not 1 but 2 messages from customer service
"Reason: Where’s My Stuff ?
Details: The item has not arrived as scheduled.the tracking shows deliver but customer did not receive kindly provide information for the carrier and exact location where the package was deliver Please send a status update to the customer.
How can I help this customer?
TIA
Mary
Customer wants the code to an Amazon locker...I feel an A to Z coming
Customer emailed yesterday “You delivered to a amazon locker but where is my code?”. To which I replied that as a seller I did not have access to locker codes and gave the customer service number.
This morning not 1 but 2 messages from customer service
"Reason: Where’s My Stuff ?
Details: The item has not arrived as scheduled.the tracking shows deliver but customer did not receive kindly provide information for the carrier and exact location where the package was deliver Please send a status update to the customer.
How can I help this customer?
TIA
Mary
4 replies
Seller_AN5jNJP2fLtXq
The customer may be confused about which order he is concerned with. That, or the tracking says “parcel locker” and the customer is reading that as “Amazon locker”. Some customers who live in apartment complexes do not realize their packages may go to a parcel locker.
Look at the tracking and see if it says delivered to a parcel locker. If so, tell the customer that, and that he needs to talk to the management of his complex about what to do. Typically when an item is put in a parcel locker a key is placed in the customer’s mailbox, but this process seems to be fraught with error, especially if the customer doesn’t understand it.
bunga bunga!
Seller_i3DcETKK41A76
From your post and follow-up post you shipped it. This means it would not be an Amazon parcel locker it was delivered to; but a USPS parcel locker.
Likely this was delivered to an apartment complex. Some of the newer parcel lockers now have codes instead of keys. The rental/lease office will have to code for the box. The USPS should have left the slip with the code and locker number on it in their mailbox.
When we get these, we usually call the rental/lease office ourselves to get information on how parcels are handled. Since tracking shows delivered in mailbox, you might find it is within the office to be picked up. Do a Google search on the address, and you should find their office phone number. This should give you all the information you need to then respond to the buyer about where/how to get the package.
You also may want to do a Google Maps search on the address as well. Sometimes this can give you more context about what the area looks like especially with the information received from the talking with someone in the office.
