A to Z claim after Customer entered incorrect shipping address
I had a customer buy a $890 item and she entered the wrong address, she messaged the next day after we shipped stating she put the wrong address but we had already shipped them. Of course it wasn't delivered to her and ups lost them so she then puts in an A to Z claim and Amazaon grants it and refunds from us.
I appeal and state that she entered the incorrect address and she messaged that she entered the incorrect address, Amazon still denied the appeal and said we didn't provide sufficient evidence to prove delivery. Seriously? I feel like this is pretty cut and dry.
Is there a phone number I can call as the option to appeal is no longer available?
3 replies
Seller_JELEnXFOrnw4L
1. What is the update on UPS tracking?
2. Was it insured?
Tiff_Amazon
Hi @Seller_uxY2B1ms8644H:
Tiff here from Amazon. I wanted to check in on this post and see if you still needed assistance. Over the past week, were you in contact with seller support to inquire about this?
Below, I wanted to share some of the related FAQs about what sellers can do when there is an incorrect buyer address. If you'd like me to review any order information or support cases regarding this shipment, please let me know.
Cancellations FAQ: What do I do if buyers reach out to update the address in the order?
If you have not yet shipped the order and the buyer says they cannot receive the order at the address they provided originally, ask the buyer to cancel the order. The buyer can then return to Amazon to place a new order using the correct address. Amazon’s policy requires sellers to ship only to the address provided in their seller account. If the buyer is unresponsive, you can send a critical message. If you do not hear back from the buyer, proceed with shipping the order to the address associated with the order to prevent an impact on your account health.
If you have not yet shipped the order you can reach out to the buyer by contacting them through the Buyer-Seller Messaging service to cancel this order and place new order for correct address. If the buyer is unresponsive, you can send a critical message. If the order is shipped, you can contact the carrier service and ask them to return back the product and when the product gets back, you can deduct the restocking fee and refund the order.
