Royal Mail returned the order back to us (address problems)
Hi guys, just wondering what the best way to handle this situation is - I'd like to avoid any customer/a to z shenanigans.
An order has been returned to us from Royal Mail due to "Delivery Attempted - No Answer" it's bounced around a bit and been returned back to us.
The customer has been in touch and said that they weren't in when delivery was attempted - and could we resend it?
Obviously this is gonna cost us another postage fee.
But the original Royal Mail tracking won't show a completed delivery now.
So the customer could receive the re-sent order and still claim non-recepit with A-Z etc.
Any advice greatly welcome.
We sell personalised items so this item can't be restocked it will just be binned if not re-sent.
Thanks
Royal Mail returned the order back to us (address problems)
Hi guys, just wondering what the best way to handle this situation is - I'd like to avoid any customer/a to z shenanigans.
An order has been returned to us from Royal Mail due to "Delivery Attempted - No Answer" it's bounced around a bit and been returned back to us.
The customer has been in touch and said that they weren't in when delivery was attempted - and could we resend it?
Obviously this is gonna cost us another postage fee.
But the original Royal Mail tracking won't show a completed delivery now.
So the customer could receive the re-sent order and still claim non-recepit with A-Z etc.
Any advice greatly welcome.
We sell personalised items so this item can't be restocked it will just be binned if not re-sent.
Thanks
8 replies
Seller_UdCB3aWxjRwo9
Just resend it at your cost... if they open an AtoZ regardless of no-one being in the wrong.
We just had an expensive personalised order returned from Canada because the customer, instead of putting an apartment number, put the whole range of apartments (Apartement 1 to 520). They were sending it as a gift and didn't know the apartment number. It was returned as 'address incomplete' with full tracking and they opened an AtoZ which they won (??), we appealed it, it was denied.
Just try and solve it even it does cost you a bit of extra postage.
Seller_d8YGbIjNqwFxn
I would refund the customer and tell them to reorder. The chance of an A-Z in this situation is too high.
For a parcel to be returned as delivery attempted no answer it would normally have had a couple of delivery attempts and then sat at the delivery office for a few days awaiting collection. If all that happened then it may well happen again.
Tell them they can reorder if they want, you then have the product already made and can be sent off to them!
Ken_Amazon
Hi @Seller_S87jLqHfKJQi5,
This is a really common scenario for seller-fulfilled orders, and I completely understand the concern.
First and foremost, when you resend this order, I'd strongly recommend using Amazon's Buy Shipping services to purchase your postage label. This is key because if you use a "Claims Protected" shipping service through Buy Shipping and the order is shipped on time (confirmed by the carrier's first scan), you may be protected against "Item Not Received" A-to-Z claims. This is one of the most important protections available to seller-fulfilled sellers.
Before resending, communicate with your buyer through Buyer-Seller Messages in Seller Central. This creates an official record that the customer requested the resend. Any correspondence between you and the customer that demonstrates communication — including acknowledgement of receipt — can be used as evidence if a claim is ever filed.
Here's what to include in your message:
- Confirm you're resending at their request
- Provide the new tracking number once dispatched
- Politely ask them to confirm receipt once delivered
For the resend, use a tracked and signed-for delivery service. A signature confirmation is one of the strongest pieces of evidence you can provide in the event of a claim. Without a trackable shipping method or valid tracking ID, an A-to-Z claim can be automatically granted against you.
Given that your item is personalised and would otherwise be binned, resending with proper tracking and documentation is likely the most cost-effective approach. The key is creating that paper trail through Buyer-Seller Messages and using a signed-for service.
Hope this helps — wishing you a smooth resolution! 🙂
Best Regards,
Ken
Seller_IQo80d99W2DzP
You need to refund. Not send again, as they will A-Z Claim you, when they are not in again. Then they can collect the parcel and you lost out again!
The Buyer should really cover the postage costs, as Royal Mail will have charged you. Depending on contract, and who you sent it with, they may charge you both ways and a fee. However, Amazon A-Z Claims will give a full refund, even though the Buyer was at fault.
Seller_ZQyopdiwkUHOZ
Refund and ask them to place the order new. Tbh, I wouldn't see it as a bad thing if they choose not to reorder, because there's nothing to stop the same thing happening again.
Seller_vqtMJkDt54LAd
Definitely just refund and fingers crossed they don't re-order. I had one yesterday returned that was sent with Royal Mail tracked. It had two attempted deliveries then back to the delivery office for 18 days then back to me. Buyer had opted not to receive any messages so I had no option but to just refund without any communication and hope not to receive a negative. Royal Mail of course charge to return it back so you end up the best part of £10 down. 🙄
