Incorrect Address by customer - Carrier returns to us
Tracking info per Amazon:
Delivery Information
Time Location Event Details
Mon, Dec 4, 2023, 8:36 AM PST Package arrived at a carrier facility.
Fri, Dec 1, 2023, 2:24 PM PST Package is returning to seller.
Wed, Nov 29, 2023, 8:39 AM PST Package held by carrier. Please contact the carrier.
Wed, Nov 29, 2023, 6:56 AM PST Package is out for delivery.
Wed, Nov 29, 2023, 6:45 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 6:24 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 6:13 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 5:26 AM PST Package left the carrier facility.
Wed, Nov 29, 2023, 5:00 AM PST Package left the carrier facility.
Wed, Nov 29, 2023, 1:56 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 1:52 AM PST Package arrived at a carrier facility.
This package was returned to us, and the customer is not responding to our messages. If we refund the order, would this count against us? Is there a better play here?
Incorrect Address by customer - Carrier returns to us
Tracking info per Amazon:
Delivery Information
Time Location Event Details
Mon, Dec 4, 2023, 8:36 AM PST Package arrived at a carrier facility.
Fri, Dec 1, 2023, 2:24 PM PST Package is returning to seller.
Wed, Nov 29, 2023, 8:39 AM PST Package held by carrier. Please contact the carrier.
Wed, Nov 29, 2023, 6:56 AM PST Package is out for delivery.
Wed, Nov 29, 2023, 6:45 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 6:24 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 6:13 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 5:26 AM PST Package left the carrier facility.
Wed, Nov 29, 2023, 5:00 AM PST Package left the carrier facility.
Wed, Nov 29, 2023, 1:56 AM PST Package arrived at a carrier facility.
Wed, Nov 29, 2023, 1:52 AM PST Package arrived at a carrier facility.
This package was returned to us, and the customer is not responding to our messages. If we refund the order, would this count against us? Is there a better play here?
3 replies
Seller_vSOOwekJLU6c0
It wont count against you. You should refund the order.
Seller_Hi7wbO2Kbo6bl
My advice: any time a package is returned, just refund, Don't bother trying to contact the buyer. Hopefully the refund screen still allows for a message so you can explain.
Tatiana_Amazon
Hi @Seller_GJPwXBEZcbNIj,
I realize it's been about a week since you first posted this so I just wanted to pop in here and callout that I agree with the advice given by @Seller_vSOOwekJLU6c0 and @Seller_Hi7wbO2Kbo6bl. If the package has been returned to you because it could not be delivered, you can go ahead and provide a prompt refund without it counting against your ODR. Amazon would recognize that this is was an issue with incorrect address.
However, I did want to also thank you for reaching out to the customer to try and correct their address. We appreciate that commitment to the customer even though it may have created some churn and confusion for you.
And if you still need help with this order, please let me know. I'm happy to take a look at it.
Tatiana
