How To Resolve This Particular Customer Issue?
I received a complaint from a customer about one of my product’s accessories and he asked me to offer a solution to this problem. As it happens, my company has recently come up with a solution for which I have stock at my home address of the new improved version of this product. It is not yet available to customers but will be included in the next batch of orders being sent to Amazon in the future.
I’d like to know what my next step should be. Can I request his postal address from “buyer’s messages” and send him the product myself? This is what I want to do but I am worried I will be in breach of Amazon’s policy by communicating directly with the customer. I will not be including any marketing or promo material or intending to request a review, I just want to send the product in a white bag with simply a “Compliments” note on which I will write my name and my company. My sole aim is to keep the customer happy.
Is this allowed?
11 replies
Seller_amUAzjvL5uIzu
Why would you request the address its on the order.
Seller_lljyzgTxr5fgI
Presumably you have asked the customer if this ‘solution’ of yours is acceptable to rectify the situation? If it is then there’s no problem. You simply agree with the customer what you are proposing to send and then send it. It doesn’t need a compliments note or anything else. Sometimes we send out a jigsaw which (when the customer assembles it) is missing a piece. We then just send the customer another one of the same and he locates his missing piece rather than the customer trying to identify the missing piece himself. 
Seller_Ji1DpeSZZjECp
I have received a reply from Amazon with regards to whether I can send the product directly to the customer and this was their response:
“Please be informed, you may not be able to send the product to customer as the fulfilment is FBA.”
Now I’m really confused. As I am a FBA seller, am I allowed to or am I not allowed to? Their reply is rather vague.
Any help please?
Seller_I3E6fQQqOFqlF
The address will be on the order. Just message the buyer telling him what you’re sending and ship it. End result is a happy customer, can’t see any issue with that
Seller_xUKHc5xSYJmI4
Yes you can communicate with the customer only via Amazon messaging facility. You would have the delivery address of the customer having received the complaint about the accessory ordered.
In your communication you can offer the resolution by either issuing a refund without having the order returned or issue a replacement of a better accessory as a goodwill gesture the business decision is yours.
