Issue with buyers address.
Hello,
Buyer places order, Buyer sents message to have order sent to different address. I package order, take photo of package,sent message and photo to buyer. Few weeks later, package returned to me. Written on the package was "UNIT?" . I send buyer message to let them know the package was returned, Ask them if address is correct and if there is a unit number i need to add to package. I Informed them i could ship it out ASAP when i hear back with more info. Also, told them that i could refund the order if they no longer wanted it.
Now it as been about a week and have not heard anything from buyer. Today i resent my message.
My first time running into the situation. Looking for some advice on how to proceed. Should i continue to wait in hopes that buyer gets back to me? Or should i just refund buyer and be done with it?
Thanks
Issue with buyers address.
Hello,
Buyer places order, Buyer sents message to have order sent to different address. I package order, take photo of package,sent message and photo to buyer. Few weeks later, package returned to me. Written on the package was "UNIT?" . I send buyer message to let them know the package was returned, Ask them if address is correct and if there is a unit number i need to add to package. I Informed them i could ship it out ASAP when i hear back with more info. Also, told them that i could refund the order if they no longer wanted it.
Now it as been about a week and have not heard anything from buyer. Today i resent my message.
My first time running into the situation. Looking for some advice on how to proceed. Should i continue to wait in hopes that buyer gets back to me? Or should i just refund buyer and be done with it?
Thanks
0 replies
Seller_kNAboD6kRgVt7
Never send to an address other than the one with their order. The Amazon bots won't read the buyer's message if the file a A-Z claim for item not received. When this happens, inform the customer they must cancel and re-order it with the correct address.
Personally, if the item isn't overly expensive, I would just refund and be done. Another choice is to ignore it and hope they have forgotten about it (has happened to me twice), but I wouldn't keep contacting them via messaging, as Amazon frowns upon too many messages to the buyer. Another choice is to do a partial refund to get back your shipping, but that would likely cause more unpleasant issues with the buyer.
Seller_T2N9qK9aX55sg
So, if buyer message you, cancel the order and select Undeliverable shipping address.
If you ship to an address, but customer forgot to put Apt # unit # etc, refund customer for the order.
We stopped contacting customers and asking them to verify shipping address or if the parcel got returned back to us because of incorrect shipping address. Or the address is incorrect on the order. We ask customer to cancel the order and place new one, if customer doesn't respond with in 24h we cancel it.
Trust me, we get a lot of returns these days, more of them, that customer never picks up the parcel from Canada Post community mailbox, or it is sitting at the Postal office for them to pick. It is cath 22 from amazon.
Jurgen_Amazon
Hello @Seller_9FHuPMqeCxsCL,
Thank you for reaching out to the Amazon Forums and providing the details of this situation. I appreciate you taking the time to share this with us.
Based on the information you've provided, as well as the helpful advice from @Seller_T2N9qK9aX55sg. Here, is my recommendation on how to proceed:
- Since the package was returned to you with the "UNIT?" notation, it seems the buyer provided an incomplete address. In these cases, the best course of action is to refund the order rather than continuing to attempt delivery.
- As @Seller_T2N9qK9aX55sg mentioned, we advise against reaching out to the buyer to verify the address. This can lead to an endless back-and-forth, and the responsibility should be on the buyer to provide a complete and accurate shipping address.
- Once the package is returned to you, go ahead and process a refund for the order. This will ensure you comply with Amazon's policies and protect yourself from any potential claims or issues down the line.
- If the buyer does eventually respond and provide a correct address, you can certainly re-engage with them and offer to reship the item. However, to avoid further complications, it's generally best to refund the order and have the buyer place a new order with the accurate address.
Dealing with incorrect or incomplete addresses can be tricky, but following the steps outlined by @Seller_T2N9qK9aX55sg will help you navigate these situations efficiently and in alignment with Amazon's requirements. Please let me know if you have any other questions!
Jurgen
