Order cancellation defect for undeliverable address
Had a buyer order but they did not include a house number, just the street name. Contacted the customer to ask but had no reply. If I waited any longer I’d get a late despatch defect but now I’ve got a seller order cancellation defect. What is anyone supposed to do in this situation? Very frustrating system!
11 replies
Seller_DTufFoxJuMU0M
you are supposed to be psychic and magically know the customers address.
Seller_SITNVuZK87zGK
We had one of these. To be fair, our amazon orders auto pull into our own system, so it wasn’t picked up until the customer left two star feedback because they ordered two orders, neither of which turned up. Royal Mail tracking showed the orders were being returned to sender because undeliverable.
The feedback had no chance of being removed so I just posted a comment that the reason your orders didn’t arrive was because you didn’t put a house number and that they should check their address in amazon (in the politest possible way of course).
Seller_ZQyopdiwkUHOZ
By Amazon policy, you’re supposed to send it even if you know it’s an incomplete address, or swallow the metric hit.
Most people will probably recommend that you confirm dispatch and then immediately refund the order without sending. Buyer can still leave negative feedback if they want, but your other metrics are protected that way.
If you do send in those scenarios, make sure you send with a service for which Amazon will protect your account in the event of an INR claim going to A-Z.
Seller_7tBsivXlKCq1B
How can you send to an incomplete address? If I did it would be returned, wasting the postage, it is only a £4 item, 94p of that is postage. Surely Amazon must realise that if it has no house number it can not be delivered!
Ash_AMZ
Hello @Dazzletech_Ltd,
This is Ash from Amazon, and would assist you with your questions above.
From the post above, I understand that you have concerns on the cancellation rate.
The Cancellation Rate (CR) is all seller-cancelled orders as a percentage of total orders during a given 7-day time period. CR only applies to seller-fulfilled orders.
If you didn’t fulfill the orders within the fixed time handle time, the orders will be auto cancelled, and will impact your cancellation rate.
Our policy is that sellers maintain a CR under 2.5% in order to sell on Amazon. A CR above 2.5% may result in account deactivation.
You can reach out to our seller support team for further help.
Regards,
Ash.
