Customer requests address change after shipment
Customer service contacted us on behalf of the customer, requesting a change of delivery address after the order was shipped. We shipped to the address provided by the customer on the order. What is the procedure to prevent fraud and/or package theft?
We shipped this item from our warehouse. I am trying to find guidance from Amazon on what the correct thing to do is here. I just took over managing the selling account from someone who left the company unexpectedly and have zero notes.
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B07xxxxxx5
Order number: 111-1
Return requested: No
Reason for contact: The customer is requesting for you to contact the Fedex as the shipping address the first 4 digits for the address was 4420 instead of 4400 and the rest is correct, Kindly update the carrier for the shipping the address so they can able to delivered the package. Thanks!
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
Customer requests address change after shipment
Customer service contacted us on behalf of the customer, requesting a change of delivery address after the order was shipped. We shipped to the address provided by the customer on the order. What is the procedure to prevent fraud and/or package theft?
We shipped this item from our warehouse. I am trying to find guidance from Amazon on what the correct thing to do is here. I just took over managing the selling account from someone who left the company unexpectedly and have zero notes.
"Dear Amazon Seller,
This is Amazon’s Customer Service team. A customer reached out to us with some questions about a purchase they made from you. Here’s a description of the issue:
Product: B07xxxxxx5
Order number: 111-1
Return requested: No
Reason for contact: The customer is requesting for you to contact the Fedex as the shipping address the first 4 digits for the address was 4420 instead of 4400 and the rest is correct, Kindly update the carrier for the shipping the address so they can able to delivered the package. Thanks!
Please respond to this request within 48 hours.
Thanks,
Amazon Customer Service"
0件の返信
Seller_Hi7wbO2Kbo6bl
Are you able to do a recall on the package? If so -- do that and refund when you get it back. Do not reship.
Seller_OvL8C4BJWiuS9
You cannot change the address-at all. Amazon knows that so I don't know why they just don't tell the buyer.
Seller_Sram36TnVt73c
Did you purchase shipping through Amazon?
If so, you should be protected from problems.
As for the buyer, I might tell them the order has shipped, and you are unable to correct the address. However, you will refund when the package is returned. Let them know Amazon will cover them if the package doesn't come back, but to wait.
NEVER ship to any address other than what is on the order.
Seller_NeCryOzJImuYf
Wow! What a time-sensitive predicament. It's possible it may be sent back as undelivered or refused, at which time you can offer a refund. Sometimes you might be able to call and intercept the package. With FedEx, it can be held at a local facility, and a customer can pick it up (they hate that) without it being sent out again to the wrong address. If you can monitor the tracking number, watch for a confirmation photo from FedEx. Truth be told, you should not be expected to call the office and re-route a package after it's left. You can't control transit destinations or times. That is between the carrier and the customer. Be prepared to fight a claim, you filled that order as specified! Update your shipping policy; in the end, they may have to reorder the package.
