Buyer gives wrong address, Amazon refunds Buyer. WTF?
I sold an item on the 18/12/18 and posted on 19/12/18 with tracking to the registered Amazon Name and Address as provided by the Buyer.
Approximately 3 weeks later, i receive a message stating “Where is my item?”
I checked the tracking and find that Royal Mail were unable to deliver because of incomplete and missing address details. The details as previously stated were supplied by the Buyer - the incorrect labelling was not my error.
The item was either lost or destroyed by Royal Mail - it was not returned to me.
I raised the issue with Amazon Seller Support where i was assured that it could be seen that the order was ’ Merchant Fulfilled’ and it would be up to me if i decided to refund the Buyer or not.
To cut a long story short, the Buyer put in an A to Z claim after all this had happened and the Buyer has been awarded a full refund. To add insult to injury, i have also received a strike against my Order Defect Rate.
I explained fully what happened from my side in reply to the A to Z claim, including my previous conversation with Amazon Seller Support. However, the refund was granted with absolutely zero explanation or reasoning.
I am fuming about this.
I appealed, asking for a proper explanation as to the decision taken by Amazon in this case but i again received a ‘settled’ reply from Amazon today, with absolutely no explanation at all to this decision.
The Customer Service from this organisatation is crude, and unprofessional.
84 replies
Seller_AaTSN0AimLp9O
You need to take that up with them.
If they’d done their job and returned it to you I assume you’d have refunded the buyer anyway.
Seller_rGtEcZnu0JTRD
Unfortunately as the tracking shows it was not delivered to the address on the order, you will always lose an A-Z, completely wrong of course, but thats what we have to deal with as Amazon sellers.
Seller_EJIX7rqDNQJi2
Did you really think that you wouldn’t need to refund a buyer, whose order was not delivered?
Even according to the law, buyers are within their rights to cancel their online purchase without disclosing the reason and receive a full refund (including the original standard postage).
So it doesn’t matter if the package gets returned as undeliverable, refused, uncollected or what, you are always required to refund the full product cost + shipping.
Also, how could you know that the buyer’s address was actually wrong? It could be a correct address and the carrier’s failure to deliver the order.
In case the package was lost on it’s way back, you will need to seek a compensation from the carrier.
Seller_sFEUMUfeW5484
We had a buyer forget to put the house number on their order, it “apparently” wasn’t delivered and they opened a claim. We defended it saying buyer failed to provide full address so fault lay with them. Amazon basically said NO, full refund seller funded.
Item has never been returned to us. It probably happens once a month, where the buyer gives an incomplete or wrong delivery address, Amazon couldn;t care less, they always make you refund.
Seller_THte9Ti6D9kqC
That is not right.
I would contact Seller Performance team and explain if customer provided wrong address you cannot be hold liable
If the item has tracking number contact Royal Mail and see if you can get your item returned. You should always add a return address since there is a good chance Royal Mail would actually return you item within 3 weeks
Everything else failed you can file a money claim online - I don’t think you will ever do it but it’s an option 
Alex
Seller_hC0hNVDuILaKO
No it wasn’t returned to the OP as per his comments.
Seller_Rkf2znCXtSZpI
In the words of Amazon … I am the Law! 
Seller_hC0hNVDuILaKO
Not very likely that RM would fail to deliver because there was no phone number, UNLESS the address was not accessible without access being granted, which falls under “undeliverable”.
The buyer was totally at fault.
However [not withstanding that it was the buyers fault he will still have been refunded by Amazon due to the undelivered status]
Seller_S3aHFfAjpTNul
Welcome to the real Amazon ! There are dozens of posts like and similar to this every day on these forums. Do Amazon care ? They do not !
Seller_xUKHc5xSYJmI4
If there was a return address on the package it would have been returned to you. I understand this is Royal Mails policy. Like you we experience customers giving us invalid delivery addresses if they is the case we query the delivery address before dispatching the order. If the customer fails to reply to the message then the order is cancelled and from the drop down box we select undeliverable delivery address. Cancelling undeliverable address I would have though should not affect your seller metrics.
