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Customer entered incomplete address
Customer entered an incomplete address - just a first name, town and postcode. I didn't notice as I bought shipping under the Buy Bulk Shipping and Amazon automatically transfers the address details to the shipping labels. Customer then contacts me 79 (!!!) days later to say that the order hasn't arrived and she'd like a refund!
I can't redownload the shipping label to find the RM tracking number but in any event in would probably show that delivery wasn't attempted given that there was no street number or street name. Where do I stand with this? All Amazon have said is that because it's seller fulfilled I need to sort it out with the customer.
14 replies
Seller_ZJhFeE3tNKzfh
if you are reviewing the address data after that period of time it will have redacted most of the data for GDPR purposes hence why you aren’t seeing much info.
The tracking would possibly still be on the order in Amazon. But if it isn’t your choices are to either refund the customer or not.
If you don’t then it’s possible the customer may open an a-z claim which to be honest they would likely win as there’s no signature.
Seller_tHDZMh56pq7gX
I have also seen an uptick in returns (but likely to do with the uptick in sales). I have switched all of my small parcels to Evri Tracked so I am getting a lot less INR claims - which is nice.
Personally, I always insist on a return for "damaged" items, even though it doesn't make commercial sense in most cases as the return postage I have to pay makes it a bigger loser.
But, and here's the kicker, if I don't insist on a return, people will learn that they only have to complain and they will get to keep it as a freebee. I want to do my small part in sending a message that you can't just complain and get a freebee. I have had quite a few orders whereby people are clearly looking for a refund, but not following through with actually sending the item back. The return postage label gets refunded if not used and it eventually drops out of my returns section.
I had one last week, where the lady sent me a photo of the damage, I duly refunded her and said she could keep the item (it was still useable) and no need to return. Hoping to save a bit on the return postage, but alas she sent me back the damaged goods for me to dispose of.
Spencer_Amazon
Hello @Seller_BSwbmUtoBEpUt,
I am Spencer with Amazon.
Do you have an order ID or case ID so I can look into it for you?
Regards, Spencer
Seller_bzRkeDMMsE3Is
I had exactly the same a few weeks ago, she messaged me weeks later and half the address was missing, I hadn't realised, as it was all in Welsh. She then opened an A-Z, claimed I hadn't replied to her message which was a lie, won the A-Z, my ODR was also affected, I appealed and they wouldn't even take the ODR off.
Seller_DfMOm9tgJKAex
I expect the partial address would be that amazon had redactied it now... one way to see would be if amazon create invoices for you.. you can click manage invoice and download the invoice which will have the address used
as for the tracking number, if you are doing this right this should still show in the Amazon order details
Seller_6HXPDZ2n6YG3n
This happened to me in October. A customer contacted us five days after placing their order, claiming they had accidentally entered the wrong postcode and asking what they should do. Three minutes later, we responded, asking for the correct address and attempting to stop the order, but we couldn’t. The customer never responded again.
Later, we received an A-to-Z claim, and Amazon refunded the money to the customer. The order was never returned to us, and we were hit with an Order Defect Rate (ODR) on our account. After over two weeks of countless chats and calls with Amazon, they finally removed the ODR, but the entire system is frustratingly flawed.
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