Incomplete mailing address and it's my fault?
I’ve had a customer message me today about a package I mailed that didn’t arrives. As they put it ‘Even if this one was travelling via the Suez Canal it really should have arrived by now!’
On further investigation I see in their ‘Ship to’ address they not only did not include their surname but also no first line of their address. Just the word ‘Cambridge’ and the post code. With the best will in the world this was never going to arrive.
Admittedly I should have checked when it was posted out but as it was a small item (a cd) i just stuck the label on and a stamp and put it in a letterbox.
Now not only is the buyer saying it’s my fault for not ‘copy full address onto package’ and saying no other package has gone missing from other sellers, but the have left a negative comment saying the same.
This has impacted my account health to the point that it now states ’ Your account is at risk of deactivation’.
I have been on a chat with ‘sellers support’ and explained all this but basically weren’t a lot of help, suggesting I contact the buyer to ask them to remove the feedback (as if that’s going to happen) and to be more careful to ‘prevent any increase on the Order defect rate or other seller metrics on the account’ (great thanks for that)
They did say my comments would remain on file should any further problem occur but as we all know with problems like this, it could happen again at any time without any warning
21 replies
Seller_BS5lg2keRs2QO
I believe that Amazon remove the buyer name and street address after a certain period of time, so it’s possible that you did have more info at the time. I’m new to FBM myself, but i know there’s a way to see the original details somewhere.
Seller_sFEUMUfeW5484
Is the order older than 30 days?
We’ve had neg FB where the buyer didn’t provide a full delivery address. Amazon refused to remove as it isn’t one of the “valid” reasons. Amazon are way behind the times as per usual. Obviously if the buyer doesn’t provide a complete delivery address, FB should be removed.
Seller_JB8wPCk9zkyad
Whatever the original address, it WAS there, but details are removed by Amazon after about 4 weeks.
Go into your Seller Central.
At the Top of the page where it says " Amazon Seller Central Europe ", then headings
Catalouge - Inventory - Pricing - Orders - Advertising - etc.
Hover you mouse above " Orders ", then click to show the drop down menu.
You will be offered
Manage Orders
Create MCF order
Order Reports
Manage Invoicing
etc
Select Order Reports.
In there you can create an order report covering a certain time period, to download in a Spreadsheet, in which it will show exactly what the delivery address was.
Seller_xhCUl2O8ij8P2
Hello jumpin_sounds,
Thank you for reaching out to seller forum community as I understand from your post that your account at risk of deactivation due to order defect rate metrics surge which occurred as a result to buyer feedback.
There are some situations when Amazon will remove or strike through customer feedback . In such situations, if your request.
I recommended you to Refer to the criteria outlined in Can Amazon remove customer feedback before requesting removal of feedback via Feedback Manager.
Coming to the point:
I would request you to follow up with the feedback removal and on the other side if your ODR excessed the target of 1% then you may send proactive action plan to seller performance team to justify what basically happened in regards to that order ID where it needs to be within the format as mentioned below:
1-The root cause(s) of negative feedback.
2-The actions you have taken to resolve negative feedback and service chargebacks
3-The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward
The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It is all orders with a defect (defined below) as a percentage of total orders during a given 60-day time period.
Hope this answers your query!!
Regards,
Mona
Seller_MKi6wqe68YZuu
There you go. Learn from your mistake.
Seller_bi8g8yu1vlg9x
this happens. when a customer dosnt know where they live … its your fault according to amazon
Seller_DfW8uPvBr2P3W
this happened to me the other day, i replied to the customer saying that it was no surprise if thats all the info they supplied! what’s the point of making it so difficult to check this info? if i wanted to use the customers name and address i’d have made a note of it at the time of order??
Seller_Rds42gzScDQFa
What you can do is each time you get an order copy and paste the buyer’s address and paste it into the order notes, That way you can always find the buyer’s address.
Seller_rkXN45BJpbH3e
Can someone tell me why over the last few days im unable to get into my seller account which i was by clicking other seller accounts link which now is a page on starting up an account, the only way i can now get into my seller account is when an order comes in & i click the link on my email order, when im on the orders page i see that some of the tabs have now gone etc… health, inventory etc,