Customers name, address and message link missing from their order
I’ve had a situation arise today that I’ve never seen before, so wanted to ask for any advice on what the problem could be.
I’ve had an order returned as not collected by the customer, but when I log in the check the customers details to send them a message, the area where their name, address and message link normally is is blank.
The order was sent by Royal Mail First Class Signed for service, and I noticed that the tracking number field is also blank, although it was completed when the order status was manually updated by me. I’ve contacted seller support, but they weren’t much help, so I wanted to ask if anyone else has come across an issue like this before and could throw some light on what the problem could be.
19 replies
Seller_7VbclcPFFRTnc
Did they make 2 orders - and that one was a cancelled order ?
Seller_G8eWP7YqaJU36
No, they have only ever made this single order. I use click and drop, so input the order number from the click and drop label from their returned order, so it definitely relates to the same order.
Seller_G8eWP7YqaJU36
The order was made in December 2021. I can still see customer’s details for all my other orders from this time, so it’s only this one that has the issue.
Seller_G8eWP7YqaJU36
I have no problem refunding the customer since I’ve received the product back. My issue is that without their account information being available, I don’t even know if a refund is possible, or if they would actually receive it if I did manage to process it.
I raised a case with seller support attaching a screenshot of the missing information, and their first response was to advise me to click on the message buyer link to contact the customer.
I’ve politely reminded them that this issue is that there is no link there that I can use to contact them, so I’ll wait for their next piece of sage advice.
Seller_DROodOAYHftnc
Have you found the order in your ‘Shipped’ orders page ?
If so, then you click on ‘Refund order’ tab - or am I missing something ? 
Seller_G8eWP7YqaJU36
I tried the refund button, and normally when you are on the refund page, the customers name appears in the top right of the page, but in this case, it just says Customer Loading…, but the name never loads or appears.
I don’t want to proceed with any refund, when it isn’t confirming the customers name, as I think there is a possibility that they wouldn’t receive the refund.
Seller_vTCC47DVMGUB8
No idea why you feel it is your responsibility to contact them.
Your problem appears to be that you have a lack of information about your business as you rely on Amazon, I can track anything I have sent in the last year through Click & Drop.
I have no problem refunding the customer or re-sending if they ask.
