Order Undelivered - Incomplete Shipping Address
Hi!
We had a 2nd day shipping order come through a few days ago, and shipped it as usual with a tracked service. We’ve just had an exception to say that it’s undeliverable as the address is incomplete. I’ve just run the address through the RM database, and the carrier is correct, it’s an incomplete address. We didn’t notice because it looks complete:
Company Name
Building Name
Street Address
City
Postcode
However, when I look on the address database, the building is residential flats and there is no flat number on the provided address. This would normally be spotted on website orders where we manually input the address, or where the address looks incomplete, but where the order is placed on Amazon and automatically comes down through Click and Drop and it looks complete, we don’t have a manual additional check in place.
So, it’s what to do now. Do we contact the customer and ask if they want a reshipment and, if so, what the rest of the address is, or do we just refund the order? Do we have to refund the premium shipping, as we can’t get the costs refunded as the address was incorrect.
What would you do?
Thanks in advance!
Order Undelivered - Incomplete Shipping Address
Hi!
We had a 2nd day shipping order come through a few days ago, and shipped it as usual with a tracked service. We’ve just had an exception to say that it’s undeliverable as the address is incomplete. I’ve just run the address through the RM database, and the carrier is correct, it’s an incomplete address. We didn’t notice because it looks complete:
Company Name
Building Name
Street Address
City
Postcode
However, when I look on the address database, the building is residential flats and there is no flat number on the provided address. This would normally be spotted on website orders where we manually input the address, or where the address looks incomplete, but where the order is placed on Amazon and automatically comes down through Click and Drop and it looks complete, we don’t have a manual additional check in place.
So, it’s what to do now. Do we contact the customer and ask if they want a reshipment and, if so, what the rest of the address is, or do we just refund the order? Do we have to refund the premium shipping, as we can’t get the costs refunded as the address was incorrect.
What would you do?
Thanks in advance!
Seller_64jziShTiTjOq
Presumably the carrier will return the item to you
Refund as “Addess undeliverable” but only for normal postage, not premium - you are not obliged to refund the premium. Tell the customer to re-order if they still want it (and you still want to sell to them. Might be more trouble ahead!)
4 replies
Seller_64jziShTiTjOq
Presumably the carrier will return the item to you
Refund as “Addess undeliverable” but only for normal postage, not premium - you are not obliged to refund the premium. Tell the customer to re-order if they still want it (and you still want to sell to them. Might be more trouble ahead!)
Seller_5YnUBBEgHZOv5
The carrier has already indicated that they are in the process of returning the item (which isn’t a high value one - it’s one of those annoying orders where the book is a cheap/sale item, and the shipping was more expensive than the item purchased!)
The same account has already ordered another today, but to a totally different address (which I’ve manually checked and, this time, is a complete address).
