Freight Shipment. Buyer keeps buying item but no contact telephone number.
Hello all,
We sell a item that requires Freight Shipment. It's heavy, we ship it in a crate and the item costs around $2000. Shipment for this is on average around $400 to $500.
We have a buyer that purchased the item last week but there is no telephone number. As everyone is aware we need a telephone number to give the Freight company so they can arrange the delivery, they will not deliver the item without first contacting the customer to arrange time and date for the delivery.
We messaged the buyer a few times to no avail so we had to cancel the order and take the hit on our metrics.
Fast forward. The buyer repurchases the item again and again no telephone number is included for us to set up the shipment and delivery. Contacted Amazon but they are of no help.
We are in a situation were we can't just cancel orders and even if we cancel this second order they might just buy it again and again?
Are there any options for us? Any advise?
3 replies
Seller_Hi7wbO2Kbo6bl
Are you using the special template for large/heavy items?
This should supply buyer's real phone -- not coded phone. But it may not be a mandatory field?
TaylorR_Amazon
Hello @Seller_Wn3UZlot3JJcA, if the customer’s phone number is not available, reach out via Buyer-Seller Messaging. You or your carrier should try to contact the customer at least 3 times via either phone or Buyer-Seller Messaging. After the third failed attempt you should send a message using critical Buyer-Seller Messaging. If the customer still doesn’t respond you should cancel the order, and email the customer with the reason for the cancellation.
Read more here: Heavy Weight? Your Guide to Freight and let me know if you have questions.
