How do you handle LTL Freight-Order customers who do not answer their phone calls?
How do you handle LTL Freight-Order customers who do not answer their phone calls? We have some large items listed with the special Freight Template which prompts customers to confirm their phone #, but some customers leave phone #s which they do not seem to answer. Then we hold back from the freight/LTL-shipped product because nothing worse than the LTL company not being able to get ahold of the customer (or worse, attempt delivery when customer is not present). Then eventually we are forced to cancel the order and get hit with a cancellation defect.
Can anyone give me advice on how to best handle LTL/freight-ordered items where customers provide unreachable phone numbers?
How do you handle LTL Freight-Order customers who do not answer their phone calls?
How do you handle LTL Freight-Order customers who do not answer their phone calls? We have some large items listed with the special Freight Template which prompts customers to confirm their phone #, but some customers leave phone #s which they do not seem to answer. Then we hold back from the freight/LTL-shipped product because nothing worse than the LTL company not being able to get ahold of the customer (or worse, attempt delivery when customer is not present). Then eventually we are forced to cancel the order and get hit with a cancellation defect.
Can anyone give me advice on how to best handle LTL/freight-ordered items where customers provide unreachable phone numbers?
6 replies
Dominic_Amazon
Hi @Seller_ujsRxnlGg9l9v,
Dominic from Amazon here, happy to try to help. Is this an arranged freight delivery or scheduled delivery?
- Arranged Freight Delivery
This option requires you, or your carrier, to contact the customer via phone or Buyer-Seller Messaging within 2 business days of the order being placed, to set up a delivery appointment time. At checkout, customers are notified that they will be contacted to arrange the date of the delivery, and are given an option to update their phone number. This is the default shipping option, and will always be enabled for products listed on the freight-shipping template. Note that all calls to customers should happen between 8am - 8pm based on the customer’s local time zone.
- Scheduled Delivery
The customer will see the available delivery slots, and will have the option to pick any available slot at their convenience. You can use Seller Central to offer either day or day and time slots during which you or your carrier can deliver. This is an optional shipping method for freight templates, and you will have the choice to enable this ship option alongside Arranged Freight Delivery. If the customer selects Scheduled Delivery, you are not required to contact them post-order. All Scheduled Delivery orders will have a “Scheduled Delivery” message displayed on the Manage Orders page along with the date of delivery.
Best,
Dominic
