Can i refuse a resend if customer provided wrong address first time
Hi,
I am a new seller. Can you please advise if i can refuse to resend an order if the customer provided wrong address first time when he placed the order and the order was not delivered and didn’t come back to me also? Thanks a lot
4 replies
Seller_esvgLzKXw2YAl
You can always refuse to fulfill an order. It’s just a case of cancelling it.
But that does reflect on your metrics. Too many and it can get you into trouble.
I’m presuming from you have said, it wasn’t tracked and has got lost in the system somewhere.
You should in any case make a claim against the courier for it, if it’s actually lost.
If the customer re-orders, then you can resend, but make sure it’s a fully tracked service you use.
Do not however send a replacement to a different address to the order under any circumstance.
Seller_9gxLEcl5fL4JO
unfortunately a bit of a grey area to be honest. Technically, the first order was never fulfilled so customer could still open A-Z and get a refund, especially if the item was not send tracked.
Depending on the value, it might be best to offer customer a refund for the original order and ask them to re.-order using the correct address details. Then hope RM will return the goods back to you as undelivered.
But technically speaking, until the customer receives the goods into their possession the sale is not completed and you are responsible for the delivery - even though they gave the wrong address in the first place.
If you do want to fight it, you can of course but most likely scenario is if customer opens A-Z, they will get instant refund (if untracked). If tracked, Amazon might choose to fund the case so it might not count against you but customer can still leave negative feedback.
If it was tracked, you could provide the customer with the details and advise it was sent to the address provided at the time and they should retrieve it? (Again, this might not sit well with the customer and invite them to open a case or leave feedback).
Seller_DROodOAYHftnc
Then I would say it is up to him to try and retrieve the parcel from the address he gave - it is not your fault if you sent it to the address supplied to you - you fulfilled your commitment.
He needs to re-order making sure he gives the correct address.
If a customer asks you to send to a different address than on the order then Amazon will not cover you, so don’t do it.
