Customer makes big order then asks to ship to different address after shipment?
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Seller_97dkd7z2IR129

Customer makes big order then asks to ship to different address after shipment?

Tricky one…

A customer on my Amazon.De sales channel made a big order for just short of £600. I was a little skeptical so waited a while to see if any messages came through with a cancellation but none, so I shipped. The customers username and the product bought seemed like they were a business and seemed ok.

Around 5 hours after shipment, when the parcel was collected and we closed for the day, I come back in the morning to see a cancellation message saying they wish to cancel for a full refund and the address is incorrect and the quantity ordered is wrong.
I ask them to confirm the address , and they say a completely different one they wish to ship to… So the address was in Germany and they wish to send to Greece… under a completely different name and address.
I told them they would have to wait until the order is returned to us for a refund. In this time, as the order was sent on an Express service, the order was delivered and signed for…
I tell the customer it was delivered to the address provided and signed for by ****** , they reply saying they don’t know of the person who signed for it and they also don’t know of the address they put on their order delivery details?

The customer is now saying they will get Amazon involved etc. Now, as you would think Amazon would of course not rule in the customers favour as the delivery address was correct, proof of signature etc…
however I can’t help but think this may turn back on me somehow.

Anyone else had this situation?

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Seller_ClXXrSNsyNxyN

You are in the right as you delivered it to the address mentioned and got a signature.

If they don’t want it they have to return it to you, if they say they have no idea about the address they need to speak to Amazon

This screams scam btw

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Seller_qZO3ZCjoBXEeL

I would pre-notify Seller Support in this case to put a note on the order that the customer is suspicious. Give them the tracking information and POD stating it has been delivered to the address on the order.

Is the delivery address a commercial one - if you Google it does it match the business information etc.?

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Seller_dMbss28h0Lysl

What you should have done is email the customer when they placed the order.

When an order is of high value or seems suspicious, email the customer and ask them to confirm delivery address and tell them that it will be sent via tracked and signed. Also if they bought a lot of quantity ask them nicely if it wasn’t an error and were they supposed to buy 1 instead of 100.

This worked out nicely for us before and the customer usually will reply thinking this seller is on to us. Probably cancel beforehand or tell you everything is correct and you can ship it as it is.

Least this way you have proove that the customer was contacted and they told you everything was correct or cancelled.

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Seller_97dkd7z2IR129

I have searched the address that he has given and it comes up with the same name but spelt slightly different, and its a company, selling the exact same product that they have ordered from us!!
Surely this says it all :frowning:

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Seller_bhSWqoVh7Pn98

You MUST give them a returns address in GERMANY as you sold it on the Amazon Germany website.

Or, you have to pay for a return to the UK and arrange the return, or provide a pre-paid label to return the item/s.

Do not just provide a UK address, otherwise you will lose an A-Z Claim as against the law and Amazon rules.

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Seller_95YyNyoS06fVn

Good Afternoon,

We had something similar to this and we actually got the police involved. The order was in the UK however and signed for. The Customer said the order needed to go to the Far East and gave another address. They then opened an A TO Z. The police put us on to the Action Fraud Prevention team who took all the details and we were issued with a crime number. When we attached the fraud number to the A TO Z appeal the case was closed in our favour. The police advised that with the crime number no refund could be given to the customer. We noted this on the case also. Not sure if this will be of help but it saved us the guts of £500 with a scammer. If it helps here are the details for Action Fraud -

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Seller_ZPjajjMXjCNQH

a perfect example of why after new year i will only be selling and posting to UK. selling in Europe is nothing but bother and hassle with very little financial return

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Seller_Mi6R9tcTOAoU3

This is an increasing common occurrence where as soon as you mark items as shipped and customer receives notification, they will message seller claiming incorrect address and demand either refund or send again to ‘correct’ address. Customer then gets free product or 2 for 1.

Some requests will of course be genuine where perhaps a customer has moved and didn’t update delivery address on Amazon, but the fact that these requests are becoming ever increasing suggests that the majority are scams just trying to get a free product or 2 for 1. This is happening time and again on Amazon more frequently than ever, but not on the river. This is due to clued up Amazon customers who know Amazon will most likely side with them and refund in event of A-Z claim.

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