Amazon is digging my grave again - Blocking ways to contact customer
Customer ordered a month ago, his order just showed up in my mailbox, returned by Postal Service. Let's contact customer, tell what's up, ask about his address, etc. Nope. Amazon is blocking all the contact info, except replacement. Can't even send a message there, it's a pre-written message by Amazon.
How could I replace it, if the address is WRONG, anyway? I can't contact the customer. So, he can file an A-to-Z against me, because Amazon won't let me tell him about the return? How is that make any sense? Amazon is literally trying to trap me into an A-to-Z and put it on my metrics. Would be an easy solution, Amazon won't let me help the customer. Why? How is this good for anyone? Bad for the customer, bad for me, bad for Amazon's business. Who wins?
49 replies
Seller_GYBivd6QH6hzX
You're not allowed to ship to a different address than was originally provided in any case, so the only real option when this happens is to refund the order.
Seller_K1q4JUhS12oHx
I have a related problem, after printing the label I found a minor concern and wanted to tell the customer. You used to be able to select "other" and maybe one other option. How long has this block been a thing and when will it get fixed?
Seller_Hi7wbO2Kbo6bl
When this happens -- just refund. Contacting the buyer is usually going to make you wish you hadn't.
Seller_kCVXiWaYj9rtR
I had an order (a book) from a customer recently to be shipped to a prison. Its been a long time and I knew it would likely be returned. It was. My ability to explain to the customer why I am refunding is blocked. Makes absolutely no sense.
Seller_r0fehDyVRb8xg
Simply refund and select address undeliverable.
Dominic_Amazon
Hi @Seller_qMgi7qxvEo7f1,
Dominic from Amazon here, happy to help. I would echo what @Seller_Hi7wbO2Kbo6bl stated. In this case I would refund the buyer and re-list the product for sale. If you ever want to chat with customers you can do so via the buyer seller messaging tool.
Please let me know if you have any questions!
Best,
Dominic
Seller_9EdlrqgJyv25K
Provide a refund to the customer, including shipping. The customer still has nothing to do with it. The customer can still open an A-to-Z claim if you don't refund the shipping.
Seller_1oT4ZOwrSByEE
We had a customer file a return for a stupid /incorrect reason and we couldnt send them a message either
who runs this show? Lol : )
Seller_TIhCj7QGS3Rro
There should be a way for sellers to notify customers of return to sender deliveries. Even if its a pre written message. But as previously stated, the best thing to do is provide a refund and have the issue be completed. Its annoying, but part of doing business online.
Seller_Sram36TnVt73c
just refund. Under reason, select UNDELIVERABLE. I believe the customer will be notified.
Don't try to save a sale in desperation. It never ends well.
