Customers expecting their parcels to be delivered when they are not in
Just an enquiry to other sellers about how they handle this.
Sent a recorded parcel to Spain. The customer was not in and the parcel was returned to local Correos Postal office. I told the customer they need to pick it up from the postal office and they emailed back to say no it is up to us to deliver it to her door. ???
If I refund it I will probably lose it but if I don’t I’m guessing an A-Z will be raised and I will be penalised.
9 replies
Seller_t9axAefQD4v9m
Are you able to rearrange delivery on the customer’s behalf?
We had negative seller feedback left the other day because a buyer bought a wireless phone charging pad but was disappointed to find it had to be plugged in to work… Luckily we managed to get it removed as a product review.
Seller_EJIX7rqDNQJi2
Unfortunately, I am often having similar issues when shipping into Spain. The buyers have very long addresses pointing to their flat which is a part of large block of apartments. If they fail to include a single detail of the address, the package will be left at the post office and this is basically happening to 20% of my shipments sent into the country. My buyers are unwilling to arrange redelivery or collect their packages either.
But don’t worry, in case of a potential A-Z claim, amazon will not require you to refund the buyer unless the package gets returned.
I have often managed to get non-receipt A-Z claims denied with just the tracking showing attempted delivery and package left at the post office. If I were you, I wouldn’t simply refund if the package is still available for a collection.
Seller_2BrPSydGy6oyq
I would not refund until it’s clear the parcel is on it’s way back to you (returned to sender) otherwise you may refund and then find it’s been collected.
I would advise the buyer as delivery has already been attempted, it’s being held for collection, or redelivery, but they would need to arrange that themselves with their local P.O. (is there an option in Spain as in the UK to book a redlivery?) otherwise, the order will be returned to the UK and once received, you will refund them.
Of course this risks an A-Z and as tracking will show it’s not been delivered, the buyer will be refunded, if you don’t get the option to defend the claim pointing out delivery has been attempted, but you will refund once it’s been returned as undelivered, if not collected by the Customer?
Seller_ClXXrSNsyNxyN
My parents live in Spain and the postal service outside the big cities is pretty terrible
(they live in a coastal town of 80k and the postman only comes once or twice a week)
But this person refusing to collect just sounds like an a-hole tbh
Seller_DQfkgZNWeH1xJ
yeh…Spanish customers are very demanding indeed. And even though they may message in Spanish for us to translate or they write in English, the messages are very abrupt and sometimes quite rude!
For me, the best message to date has to be a customer that actually requested a time for the order to be delivered…it was 3pm on a Friday! And if it was not delivered at this precise time they would want an immediate refund and also to be compensated for their troubles!
mmmmmm! I did explain that this was impossible, however no reply and never heard from them again so…did it arrive at 3pm on Friday? lol
^^^also yes, some addresses are like 8 lines long and clearly point to an apartment block. We do have a pool at work for betting on certain countries and the dreaded INR message 2 weeks later!
Adios 
Seller_BuNMsd0so0Amp
I once had to tell a Spanish Customer that their order was (still) being held at the Post Office 100 meters from their front door. I even sent him a map to it complete with directions (walk along such and such a street for 100 metres), opening times and a photo of the outside of the Post Office (from GE) with his building visible in the distance.
I’d proactively emailed him on the day they tried to deliver to tell him where it was - which he obviously never got to see. He emailed me 5 days later - the day it was due - to say where’s my order, to which I replied as above. And, all this was done in Spanish - which is the rule of course.
He collected it 
.
I would seriously question any address with more than 6 lines.
Spanish addresses are complicated and it is worth making sure that they are correctly formatted for delivery in Spain. Invariably - as supplied by amazon - they are not and if sent uncorrected will just cause no end of problems.
I think that is a big part of the reason why, it seems, so many folks are having problems with deliveries to Spain.
Example:
Sr. D. Jaime Lozano Seguí - - - addressee
Plaza de las Descalzas 27, Esc 2, 3º, C - - - street, premise, stairwell, floor + door.
45012 TOLEDO - - - postcode + locality
TOLEDO - - - province
SPAIN - - - country
When sending from the UK “SPAIN” must be in English
I had to ask a Spanish customer yesterday to cancel their order - for delivery to a third party - as the Street Name (as) given did not exist. And, if the Street Name as it should have been written was used the building number given was a Chinese Restaurant.
She requested cancellation .
Seller_BeDCXFnol2weV
i was turning over 250k a year sending outside of the uk,tomany people not picking up they parcels, was the reason i gave up on it
