Returned Item Delivered to Another Address
Hi Everyone,
This is following my previous post about the customer’s return request of perfume. I got an email from the customer today saying she was awaiting for the refund as she posted her returned item last week. However, she didn’t send me proof of postage when she posted the item (even though I stated in the return request for her to send me proof of postage once she sent the returned item).
She provided me the tracking number and proof of postage. On the receipt, the address sent was correct and the tracking number was valid. What was odd was the item was not delivered to the address as on the receipt but to the town where I originally shipped the order.
What was more odd was this service was RM special delivery which took 2 days to deliver. On the next day after the item was sent, it was delivered by the local office of my registered company (but I’m not sure if it was actually delivered to the company, as my registered company address and home address are different). However, on the same day it was redirected to the other address. The following day the item was delivered by the local office where I originally posted the item to! I did not know which address exactly it was delivered but it was actually in the same town I shipped the order to.
I phone RM today and the agent admitted this was a strange case. They promised to investigate this matter for me. I would like to ask if you guys have experienced similar circumstance like this? I have no clue what has been going on. How would you deal with this situation? Could you help me please?
Thank you very much xx
17 replies
Seller_EJIX7rqDNQJi2
Does it show attempted delivery to your correct address?
Whatever happened, you are not required to refund before receiving your item back. Unless the tracking shows that you refused the delivery or that you provided incorrect return address, Amazon won’t refund the buyer.
Seller_QlN0mmCAFPtjZ
As you say it seems out of the norm . So you probably are not going to receive responses with similar experiences .
It does seem though that the buyer has returned the item , however you do not know what is in the parcel . It may be empty or …
Is this a high value or low value item ? You may need to make a decision soon . If the item is reasonably low value you should consider refunding . Why not ask the buyer which address she used when returning the item and explain to her what the tracking states . See if she is willing to hold on
Seller_2BrPSydGy6oyq
Under Consumer law, buyers are only required to provide evidence they sent the return, not that you received it, if not received and tracking supports it was not received at the address posted to, then it’s a debate between yourself and Amazon as to who refunds the buyer, them, or you?
Seller_wl4d9lv1niX7m
Hi again all,
I’ve got an update from RM today. They said the customer requested the item to send back to their address. RM will send me an official letter about the investigation in 10working days.
I also got an email confirmation from my registered company address that there was no mail or parcel for me on the specified date.
How should I respond to the buyer? Should I tell her about RM findings? Or should I wait until I receive the letter from RM?
Thank you again xx
