I have an issue, can anyone point me in the right direction.

I sent an order via multi channel FBA.

Buyer address is correct. The postal town is Wandsworth.

My customer emailed saying they haven’t received it.

I checked the tracking (sent via dpd) and it says it was delivered to a neighbour in Southall.

Southall and Wandsworth are two very different towns in London.

I raised this with seller support and they say as the tracking shows it as being delivered then they cannot help.

I raised the obvious points of asking for the address it was delivered to and who signed for it.

They replied saying they didn’t have this information and as it shows as delivered to ‘Southall’ (They cannot do anything.

Southall is the only address information they have. This is not who signed for.ir.

I pointed out that the town is not even on the address.

Again they repeated the same response.

I’m on my fifth message to them and am getting the same cookie cutter response.

Does anyone know how I can escalate this? Is there an email, phone number or procedure I can follow?

Has anyone else experienced anything like this?