Buyer marked as 'Refused Delivery' but did not - parcel now back with me - customer still wishes to have parcel delivered
The opaque Amazon help service has been no help.
I sent a parcel to a buyer via Hermes. I then notice it has been marked ‘Buyer Refused Delivery’. I thought this odd as I had parcelled the item up well. So I contacted the buyer and they advised me they had had a rude call from a courier whilst at work, not at home, who hung up on them. Then parcel marked refused.
Long story short - buyer still wants the item, parcel appears back with me, despite me telling Hermes to deliver.
I cannot find a way to buy new shipping, I can’t cancel the shipping, and if I send again via Royal Mail - I won’t be using Hermes again - the order won’t get marked as fulfilled.
This is embarrassing, and no-one is taking responsibility.
I don’t want to have to refund the order and ask them to rebuy, that is just a stupid result to end up with due to a third-party being rude.
Amazon’s help is NO help. I think I’ll take my inventory to eBay.
But any advice for this issue, which needs a resolution now!!?
Thanks in advance.
2 replies
Seller_qZO3ZCjoBXEeL
I would suggest in this case that you refund the goods as an undeliverable address and ask the customer to reorder.
This seems convoluted and unintuitive however
If you resend the same order out again, tracking will never show it as delivered. Amazon will only use the tracking uploaded at the time of dispatch, if the customer were to try anything ‘funny’ they could end up keeping the item and not paying for it.
Apologise for the courier’s behavior, explain that due to Amazon processes you cannot redispatch their original order but need them to order again. You will send out the new order using a different carrier (i.e. RM). Then cancel the order as undeliverable address and hope they actually re-order.
