The buyers surname missing is a new “data protection” thing. It says at the top of each order that this info is now being withheld. I guess to support the latest wave of dropshippers.
Shipping address name missing and buyer surname missing... Unable to ship RM signed for with no name
I sometimes have an issue with no name and/or incomplete addresses.
I think usually it is an oversight or casual carelessness by the buyrer rather than an attempt to hide their identity
I usually message the buyer using ‘Addditional Information Required’ as the header as this will be delivered to the seller even if they have opted out of messaging.
I politely ask for their full name and/or address telling them it will assist with speedy delivery and invite them to contact me ‘at your earliest convenience’.
They often reply within 24 hours. On very rare occasions I feel that there may be too great a risk - this often involves overseas addresses (I always use SmartyStreets address verification software - it’s good for checking the format and required fields of overseas addresses).
If I feel that the risk is too great I mark the item as ‘Shipped’ then fully refund the buyer - doing that avoids bad feedback. I also message the buyer telling them we have had to cancel their order and invite them to buy again but at the same time ask them to provide full name and address details.
It’s easy and quick and a polite message often yields results - you keep the sale and peace of mind.
It is rather annoying that Amazon allow people to enter delivery addresses that are clearly incomplete or contain errors when there is software readily available to check addresses and the different ways of formatting them worldwide.
No they won’t. That would make 0 sense at all.
Completely agree. I think Amazon have forgotten something completely. We are sellers on THEIR PLATFORM. They are not the sellers. We are the seller. Therefore, why on earth are they hiding our customers names, from us. They are our customers. The data protection act or whatever its called this week covers this dissemination of information, we need the details and giving them for this purpose does comply with the GDPR etc. Further more, in terms of OUR business, HMRC investigations etc etc, surely we need to know the name and address of anyone who buys from us. This is absolutely crazy
Amazon also request us to upload invoices, how are we supposed to do that if they will not provide us with the buyers name?
You’ll just have to assume they are and send out a corrected invoice if they request one.
Good to see that Amazon’s continued policy of making FBM as difficult as they can possibly make it has found a new and innovative way to make life just that bit more troublesome. I honestly have no idea how people get paid for introducing this sort of micro-management policy.
I think FBM will eventually go and it will be FBA only, because the fees are higher for them this way and they will have control over the stock, outcomes and more opportunities to charge for additional services. They’re introducing admin requirement after admin requirement for FBM but never fix the fundamentals or own their own mistakes unfortunately. Disadvantaging FBM sellers means they are not offering a level playing field which is poor for consumer choice.
Personally I’m beyond being surprised at anything they implement (without announcing it) and then enforcing it in the most half-arsed yet draconian way possible. The sooner the conflict of interested is regulated the better, as it’s they only way they’ll change.
That’s not what is being discussed, it’s that customer names and shipping details are being redacted by Amazon making it impossibile for the OP to dispatch items.
We can’t realistically contact every single buyer to ask for address confirmation, or indeed their name.
This presumes they give a monkey’s at the implication for FBM sellers. And you have it completely wrong, Amazon regards buyers very much as their customers not ours. We are temporary and suffered to be here, the buyer has an account with Amazon not us. Never underestimate our hosts hubris.
Totally agree, I cottoned on that fact very early on.
If you check on the right hand side of Seller Central under Orders, it might say: (customers name) has not left you any feedback yet. That could help?!
Actually it is the topic of the OP’s post but has morphed into a discussion about the redaction of buyer details by Amazon. It is probably better comments on this subject were added to this thread:
I respectfully suggest you read the original post - that is what I have responded to.
It is disappearing and annoying to match up orders once Ive printed out postage but I now go to print packing labels and leave that on my screen and then I can match up the orders…just madness
Hey, no treading on toes intended
Having checked a few past orders, it seem addresses are being retrospectively redacted. We had a question from a customer regarding a purchase in July, we have a first name, city and postcode, but nothing else.
No buyer’s name. I’ve always written “Householder”. I’ve never had any issues.
I think they are called Project Managers - and they have thousands (I would imagine) within the regime…
Once one project is signed off, that employee moves onto the next “Project”, and so on
No problem - or hurt toes! It does astonish me that some people can be so casual when entering a delivery addresses details. If I purchase something online I want to give the seller the most clear and correct details for delivery. I do not understand why Amazon and other selling platforms do not use an address lookup database to confirm the details. This would be particularly helpful for overseas dadresses with different formats - unlike the UK (postcode on last line) a lot of European countries have the postcode and region/town/administrative area on the same line. I usually check overseas addresses and find that when correctly formatted they are far less likely to go astray.
Amazon (UK) do provide an address look up facility for buyers - but the buyer has an option to either use the recommended delivery address or stick to their original inputted delivery address. I do not believe eBay use such
Lets face it Amazon are making it nearly impossible to trade on this platform as an honest seller who cares about the service they provide to their buyers. The whole platform is now skewed towards Chinese bucket shops avoiding import duties and Vat, and crooked customers who play the system following one of the numerous online guides to ripping off Amazon.
As I have said on other threads its simply not worth the stress to trade on this platform and once Xmas is over I am leaving and shutting down my seller account and Prime account. No doubt some sellers will tell me they are making lots of money on the platform but I have heard it all before and if you make lots of money now in the end Amazon will steal your sales long term.
Amazon 10 years ago was a great platform now its a fast declining sales platform for the small to medium sized FBM seller
I know of one seller who saw the writing on the wall a couple of years ago, they were doing very well - enough that take-home pay was approaching six figures. Then the Dragon initative was announced and hit the platform - they closed up and now run Amazon how to sell type seminars.
The second jumped on board after the usual Amazon why not sell promos, they were quickly burnt and were left with the impression the MP was run as a con (their perspective not mine, they were very angry at how they were treated having been a loyal customer for many years). I think that last perspective is not that uncommon amongst new or personal sellers.
I don’t know if it’s impossible, increasingly less pleasant, increasing less profitable and increasingly more time consuming, sure. It’s very strange they have such cognitive dissonance and don’t seem to get that sellers are also buyers, or that in both those roles we’re customers - very odd for a company that tells us they’re so ‘customer centric’ every five minutes. The corollary is that they demand ever more restrictive practices from us to ‘improve customer experience’, yet their own service levels decline and decline and become less and less flexible.
I mean does anyone seriously think they’d take seller suggestions on board to actually improve the experience for both buyer and seller, yet we tend to know our market segment and customer preferences, they could utilise that knowledge.
My prediction is FBA will be compulsory at some stage and that Amazon it’self will probably stop selling goods themselves. The retail shinkage loss can therefore be borne by a third party who still has to pay fees and Amazon gets to determine the outcome of every customer interaction.