Customer wants refund for non-delivery on order delivered correct (incorrect) address
Hi everyone,
A customer contacted us to say that he had not received his order
However, we have full tracking details that shows the item has been delivered, GPS tracking, along with a photograph of the ‘safe place’ that Hermes left the parcel - which we provided to the customer.
In the meantime, we have received an email from a random person to say that they have received a delivery for [customer name] and there’s no-one at that address by that name and hasn’t been for over 2.5hrs - so it looks as though the customer hasn’t updated their address on their Amazon account?
Before responding, I thought I’d ask you guys for your opinion on how best to respond.
Thanks!
9 replies
Seller_qZO3ZCjoBXEeL
Basically you are on a sticky wicket.
The least painful option will be to refund the order and pay for the incorrectly delivered item to be returned to you - if the person is willing to.
Unfortunately you have delivered to the address given, however since it was left in a safe place with no signature POD there is very little chance you could win an A-Z claim on the delivery.
In a fair world, it would be the customer’s problem, but that ‘left safe’ has left you in a very weak position.
Personally I would refund and try to get your goods back from the delivery address (since they seem honest and contacted you). Obviously you’ll have to pay to get the goods back so up to you if you feel this is worthwhile.
Seller_saK5Ah2SaNYjL
If they are in a close locale, maybe your customer can collect from his old address?
Seller_t9axAefQD4v9m
It will almost certainly be your fault, or Amazon’s, that your buyer has not updated his address.
I frequently get emails from buyers that say Amazon/Ebay have put the wrong (old) address on the order, can you deliver it to XXXX instead?
Seller_EJIX7rqDNQJi2
Since the order was delivered to the correct address, you fulfilled all your obligations as an Amazon seller.
If this happened to me (which regularly happens), I would advise the customer to get in touch with the recipient since they were the one who provided this shipping address and arrange to have the package forwarded to them or go and collect it on their own.
In case you are worried about a potential A-Z claim or a negative feedback, you could be more generous to the customer and handle the matter just like PeterB suggested and try to work out the return with the addressee who already contacted you.
Seller_qHzcAWcsPVCfg
Depending on the geography of the two addresses, I’d follow @PeterB advice if the two are not close to each other.
Seller_eqDYatCavSWmz
I’ve just had a FBA item that apparently wasn’t in the packet but Amazon have refunded from my funds.
As its FBA, then its handled, picked, packed and shipped by Amazon, so WTF am I liable??
Seller_CAZLweTsgDdac
Thanks for all your advice everyone.
Our last correspondence with the customer was when we advised of the incorrect address and that the (incorrect) recipient was willing for the customer to collect from them or alternatively, once we received the item back (at our expense) we would refund him - but we received no response.
The customer has now also opened an A-Z against us.
Fortunately, the item is one of low value, so in this case, it’s best for us to simply refund the customer and move on.
