Address Verification Nightmare
Has anyone successfully completed an FBM address verification when the returns are shipped to a 3PL warehouse?
We have had our 3PL warehouse set up to receive our Merchant Fulfilled returns since 2023. About a month ago we were notified that we needed to verify the address and that a postcard was being sent. I worked very closely with the warehouse and they watched for the postcard to be delivered via mail or even with the returns - no postcard was received.
I reached out to Seller Support (case ID 15841465931) and got A LOT of back and forth with two reps telling me the address was successfully verified and other reps telling me it was not. The address that was successfully verified was our business address. Our FBM returns address has failed verification.
I don't understand why this is necessary since we have been successfully receiving these returns for over a year. How can I get this issue escalated and find a resolution?
Address Verification Nightmare
Has anyone successfully completed an FBM address verification when the returns are shipped to a 3PL warehouse?
We have had our 3PL warehouse set up to receive our Merchant Fulfilled returns since 2023. About a month ago we were notified that we needed to verify the address and that a postcard was being sent. I worked very closely with the warehouse and they watched for the postcard to be delivered via mail or even with the returns - no postcard was received.
I reached out to Seller Support (case ID 15841465931) and got A LOT of back and forth with two reps telling me the address was successfully verified and other reps telling me it was not. The address that was successfully verified was our business address. Our FBM returns address has failed verification.
I don't understand why this is necessary since we have been successfully receiving these returns for over a year. How can I get this issue escalated and find a resolution?
12 replies
SEAmod
Hello @Seller_hOrryu0iiRQNR
I am sorry to learn that you are having trouble completing the address verification for your warehouse location. I will escalate to the appropriate team and report back here when I get a reply from them.
Thanks, Susan
SEAmod
Hi @Seller_hOrryu0iiRQNR
I reviewed your Case 15841465931 and the associated trouble ticket. I followed the instructions given you in the last outbound message we sent. I confirmed your Return Address for the US Store is showing Verification Failed. I reopened the ticket and attached a screenshot proving it has not been fixed. I asked them to revisit the issue and resolve it. I will update you when I get a reply.
Susan
SEAmod
@Seller_hOrryu0iiRQNR
I see they have reassigned the trouble ticket so things appear to be moving along. Susan
I reviewed your Case 15841465931 and the associated trouble ticket. I followed the instructions given you in the last outbound message we sent. I confirmed your Return Address for the US Store is showing Verification Failed. I reopened the ticket and attached a screenshot proving it has not been fixed. I asked them to revisit the issue and resolve it. I will update you when I get a reply.
Seller_QjKQSdxi9gUe0
I am having the same problem and I am a Newbie. Two postcards down astill no postcard in the mail.? The case has taken as long as if I ask for another postcard. I want to start listing but can't.
Seller_tenDu99GxqGnb
My apologies in advance. Please brace yourself for much aggravation over a very long period of time. Seller Support reps have very limited permissions, must adhere to a flow chart when providing support, are not provided with "telephone" numbers to other departments, can only "monitor" your case while it is open, can only send chat message to whoever is handling it, and are reluctant to ask their Manager to take the call. I had, what I thought was a very simple request, that took so long (2 years) that I finally closed the account and opened up a new one. I was simply asking that my "firm's" Seller account be divorced from my "personal" Consumer account, and linked to my businesses Consumer account.
Seller_ENBrTBTSn3PDq
A situation such as stated is uncalled for and should NEVER have happened. MODS please DO NOT leave the OP hanging without a solution.
SEAmod
@Seller_hOrryu0iiRQNR
I am continuing to seek a solution. Seems like we have a one-off issue that may be a technical glitch. I will keep you updated here.
Susan
SEAmod
Hi @Seller_hOrryu0iiRQNR
I just did a quick check and I no longer see an error message regarding address verification for your FBM returns. The last time we discussed your problem you were seeing a FAQ telling you to click the "request a new one" button - but there was NO button to do that. A last question - are your FBM orders being returned to the correct address? Do you need any additional support with your selling account that would relate to the original issue?
Thank you for selling on Amazon and for visiting the seller forums.
Susan
