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Customer puts wrong address when claims A-Z
We have had a customer place an order to their old address, the day of delivery they message through Amazon to ask to change the address - this cannot be done 2 hours before delivery.
We explain to the customer nothing can be done and they will have to go to the old address to reclaim the item - they refuse and open an A-Z claim which amazon grant.
We appealed the A-Z claim showing amazon messages where the customer has asked to change address etc and also then delivery confirmation photos - amazon rejected the appeal and upheld the full refund to the customer.
The customer then leaves us a negative feedback stating 'not received', I request to amazon that it be removed and again they refuse as its not against amazon policy.
Any mods on here with any sense able to sort this out for me?
15 replies
Seller_ZVAz3d5lZuGid
The only way you will get any mods to look into this is by tagging them in to your post - they won't see it otherwise.
Seller_8rbo7OO1nNrdt
Does anyone know any moderators they can tag?
Seller_IQo80d99W2DzP
I would email the Managing Director email as that may help as well: managing-director@amazon.co.uk
Was it using Buy Shipping?
Which courier did you use?
Tracked?
Signed For?
Can you get the item back, by writing to the address you have (their old address) and give your return details, with a pre-paid RM label, and say it can be collected if they contact you.
If they gave the parcel to the Buyer, then they will likely tell you (ask them to let you know). Or, if they have the item, they will likely return to you if they are honest. Explain in the letter that it was for the Buyer and that is their old address, tell them the Buyer was refunded, so to return to you, not pass to the Buyer.
Under AMAZON rules you cannot change a delivery address, so even if possible to tell the courier, you would not be allowed, as such a very good reason that this Buyer needs to be reported - may be they do this 'error' regularly and then go collect the parcels.
Report the Buyer as a Violation: https://sellercentral-europe.amazon.com/abuse-submission/form/other
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PS - I have been reading your feedback replies, although I may smile as a Seller and think you are right, it would also put me off buying from you if I was a member of the general public. Telling a customer they are Stupid, is not a good idea (even though they probably are worse than that). Your Company also seem to get a few things wrong, eg incorrect item in error, maybe as when that is your stupidity, then hold your hands up as well, apologise and rectify asap. Separate direct email to the Buyer to say sorry, human error and you will send out the right item, and collect the wrong one, then may mean no bad feedback at all
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