Getting in touch with customer
Hi all,
Just wanted advice on getting in touch with a customer about their correct address.
Basically, I hadn’t noticed until late that there was actually no number for their property in their address on Amazon and they had in fact had the post code written down twice. Because it was my last day to post the item I decided to click confirmation for posting because I didn’t want to get hit by the late despatch. I saw they had a phone number but stupidly I assumed it might still have been there to contact them after confirming the despatch, which it isn’t. So all I have is a message to them asking what number property it is which was sent before I confirmed despatch, and they haven’t replied yet and I’m afraid it might go into their junk or they might not see it. Is there any way I can retrieve their number to contact them?
Thanks
70 replies
Seller_8Wsckn3UoR095
If you’ve linked it to Click and Drop it’ll still be there. However… to ring a customer is against Amazon T&C. It’s a tricky one but I’d cancel it and take the hit on account health.
You could send a follow up message to say why you’ve cancelled it and that your advice is to update their address to avoid future order problems.
Seller_BnqfOH5ahn4zV
Reach out to customer via seller central to confirm address
Seller_ZQyopdiwkUHOZ
Just to make sure, you did double check the address through Google and make sure it’s supposed to have a number?
Seller_DROodOAYHftnc
Lots of properties don’t have numbers - mine doesn’t - just a house name.
Seller_XYWaiwH9oa386
Thank you for the replies.
Just to clarify it’s not one of those properties that is just a name according to Royal Mail. I put the post code in and it brings up a list of property numbers for this particular street. Quite a few in fact. They have written the post code in where it should be a number for the property on Amazon, and also at the bottom where the post code is supposed to be, so it looks like an error by the customer. Annoying how it even gets to the stage to be honest.
Seller_bhSWqoVh7Pn98
Is it a standard order, assume so, as if SFP, if the last day was yesterday, it should have been with the Buyer today in all probability.
If you send, send it signed for, you should have used Buy Shipping, then if bad feedback, that would have got removed. Put large notes for the Postie on the parcel, to scan as undeliverable if they do not know to the person - ensure signed for though, that way if delivered you have proof if any claim.
Seller_B4VbHpnDLDLAU
This is one Of those occasions I would ignore amazon rules
Ring the customer, they will be grateful you called to confirm there details.
I have never ever had a complaint from buyer or amazon when we have done this.
Seller_8Wsckn3UoR095
Well, if we’ve gone off-topic shall we discuss what we’re all having for tea before it’s pulled? 
Seller_lljyzgTxr5fgI
The original idea in this country was that (when everybody got postcodes) their property could be identified from that code. However, it has become very congested and convoluted over the years, to the point whereby a lot of postcodes are becoming literally unrecognisable, especially with new builds if the database isn’t updated. This is where “local knowledge” comes in handy, as was the case in Ireland where nobody had a postcode apart from Dublin, but everybody knew how to be found.
Even now, on the other channel, addresses have to sometimes be manually corrected because the database doesn’t recognise them. It would be helpful in such circumstances here if customers could maybe add an addition to their address (I used to put “same road as the church”) on my address at one time. I’m sure it helped.
At least with being completely FBA, that is Amazon Logistics problem, not ours 
Seller_0jWlqgUh2docO
mark as despatched, wait till customer says not received. apologise and ask to confirm address so replacement doesn’t get lost 
