Ship to another address
Got a rather large (£2,500+) Prime order through on Friday (which was pending for a couple of days) and the customer actually managed to message us while it was pending - odd.
The order came through late Thursday, they messaged asking to ship to a different address, following Amazon policies I told them we couldn’t do that, but they could go ahead and cancel and change the address to the correct one. Nothing back. Come in this morning, still no response, but it needs dispatching today. I message again asking for an update. Nothing.
I go to the Chat function and speak to someone from “Amazon Seller Support” - I state it like that as they asked “May I know the reason why you cannot ship the order to some other address which the buyer specified since later the buyer might raise some issues so asking” - verbatim. -_-
As you can imagine from the above text from “Support” the advice they gave was to message them again.
Has anyone got any other advice?
It needs shipping by today to not affect our Prime health…
Seller_xDtaDZ1Iek9Fq
especially it is close to the cut off for dispatch as well.
29 replies
Seller_xDtaDZ1Iek9Fq
what is the order status? if pending, ignore. If customer come back and ask to change address again when the order is confirmed; do cancel with “address undeliverable”.
That is what I would do.
Seller_DROodOAYHftnc
Yet another totally incorrect advice from SS - words fail me.
As others have said, under no circumstances ship to a different address than what is on the order, especially for such a large order.
I would send another message to your customer reiterating that according to Amazon’s policy you cannot ship to a different address, and that if you have no response from them by (a certain date/time) that you will have to cancel their order if they do not from their end, and they will need to re-order making sure that the correct delivery address is given.
This does smell a bit like a scam, to me.
Seller_KWxWl2JIOBKWB
you will pay non refundable fees also for the order
Seller_xUKHc5xSYJmI4
There is no protection if the seller dispatches to an order that does not match the shipping address also you can report the buyer by selecting the report buyer function.
If you do not hear from the buyer then cancel the order and drop an email to seller performance. This is one of the traps where the seller cancel just cancel the order without affecting the seller metrics.
A quick message to the customer saying sorry we are unable to ship to an alternative delivery . Please could you send us a cancellation request and replace the order with the correct delivery address.
Seller_9gxLEcl5fL4JO
Do not send regardless of what SS say.
If you do not get a response by tomorrow, are you able to call the customer to explain?
Also worth sending an email from your email provided with: [IMPORTANT] as subject line (you can copy and paste amazon email addresses the same as normal addresses to send from outlook/gmail etc.) to make sure they are getting your message. The email string will be visible if you go under Messages, sent messages.
We don’t let customers change delivery address for £10 orders, let alone that value - if you send to anywhere but what it states on this, customer can claim full refund and Amazon won’t blink taking those funds from you.
Just email them and stress you cannot change delivery address and if they wish, you can cancel and refund and they can re-order using the correct details.
i do not believe if you cancel and select the reason: There was an issue with buyer’s address, your metrics will be affected. Even if they are, it’s not worth potentially loosing the goods and the money.
Seller_0MQtbPqIxKrBr
Never do this. In my experience the customer is trying to scam you, will open an A-Z claim against you and you will not have a signed PoD to prove delivery.
Seller_4EP71c7vPg4eY
Never ship to another address, come on don’t be taken into a scam
Seller_bhSWqoVh7Pn98
I assume after cut-off on Friday, so had to be shipped by Monday.
So, what did you do?
As far as I was aware shipping has to happen using Buy Shipping, so Royal Mail, DPD and Amazon Logistics (although today most will not work with RM and I am sure we will all have lots of issues as Amazon’s fault, but we are of course to blame!).
Shipping to another address is definately not allowed as others have said.
If you cancel as others have suggested, that will count against you, unless the Buyer cancels, not just ticking the address issue box, otherwise we might as well always say that excuse.
If you cancelled, I would suggest to contact Performance to let them know and why.
They want screenshots always as proof. Links and time/dates of any emails etc.
I was told by SS before for SFP order that asked to alter an address: You could always send the receipt using Buy Shipping to the address on the order, then once received, so tracks ok and not affecting your metrics, then refund the item. But as I pointed out to them, that will cost £5 to Amazon to process the refund, plus the cost of Buy Shipping.
But, SS saying to send to another address has to be worse.
