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Seller_FpttbhKI4FaES

CAN I CONTACT CUSTOMER ON THE GIVEN PHONE NUMBER TO CONFIRM THEIR ADDRESS AS THEY HAVE PROVIDED INCOMPLETE ADDRESS

Hi,

can anyone please tell if we can contact the customer on the provided number if they have entered the address incorrectly and ask them to confirm the address as if i ship the order it will not get delivered and if I don't ship it will go against my odr, any help .

Thanks,

GD

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Seller_FpttbhKI4FaES

CAN I CONTACT CUSTOMER ON THE GIVEN PHONE NUMBER TO CONFIRM THEIR ADDRESS AS THEY HAVE PROVIDED INCOMPLETE ADDRESS

Hi,

can anyone please tell if we can contact the customer on the provided number if they have entered the address incorrectly and ask them to confirm the address as if i ship the order it will not get delivered and if I don't ship it will go against my odr, any help .

Thanks,

GD

Fulfil Orders
Tags:Direct Shipping
00
446 views
6 replies
Reply
6 replies
user profile
Seller_d8YGbIjNqwFxn
In reply to: Seller_FpttbhKI4FaES’s post

Ideally you shouldn't ever contact a customer by telephone. Amazon guidelines state the information below.

Phone numbers are really for courier use only to aid delivering parcels.

I would personally send them an unexpected problem with an order message and see if they reply. If they don't I would cancel the order and take the hit on my metrics. If your metrics can't take the hit you may want to think about a different solution.

Also Amazon policy also does state that you should only ship to the address on the order, if you despatch to the correct address this will no longer match the address on the order. You may then be less protected for A-Z's.

Important: In general, you can contact buyers only to complete orders or to respond to customer service questions. You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).

For more information, see Communication Guidelines.

Buyer-Seller Messaging is the only approved method for communicating with buyers on Amazon.

21
user profile
Seller_ZJhFeE3tNKzfh
In reply to: Seller_FpttbhKI4FaES’s post

As above - the policy here states as below

Review the policy and the guidance below to make sure that you are using customers' phone numbers correctly.

Proper treatment of customer phone numbers:

  • Print on labels to comply with carrier requirements.
  • Dispose of any customer phone number data that you retain after you have processed the customer's orders.
  • Monitor who in your organization has access to customer phone numbers, protecting this data is your responsibility.

Improper treatment of customer phone numbers:

  • Never contact a customer using their phone number. To contact a customer about their order, only use Buyer-Seller Messaging. For more information, see our Buyer-Seller Messaging FAQ.
  • Never share customer phone information with an external party.
  • Never pass along customer information of any kind, including phone numbers outside of Buyer-Seller Messaging.

So basically, you should even pass the phone number onto an external party - literally just print on labels.

As above, if you believe the address is incomplete, you should either cancel the order if the metrics can take it (cancellation without a request will hit your metrics) or you could mark the order as shipped, but then refund under 'Undeliverable Shipping Address' though you would need to check if your shipping method complies with VTR.

In theory, even if you did get an updated address from the customer, you are supposed to ship only to the address supplied.

21
user profile
Seller_FpttbhKI4FaES
In reply to: Seller_FpttbhKI4FaES’s post

Hi,

Thanks for that I have never done that so thought I would ask and why is it that the customer provides a incorrect address and it hits our metrics ???

I would cancel the order as I do not want to loose the item and get problem with the order I will wait till the end of the day and see if I get a response as I have messaged the buyer from buyer seller messages .

Thanks,

GD,

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user profile
Seller_FpttbhKI4FaES

CAN I CONTACT CUSTOMER ON THE GIVEN PHONE NUMBER TO CONFIRM THEIR ADDRESS AS THEY HAVE PROVIDED INCOMPLETE ADDRESS

Hi,

can anyone please tell if we can contact the customer on the provided number if they have entered the address incorrectly and ask them to confirm the address as if i ship the order it will not get delivered and if I don't ship it will go against my odr, any help .

Thanks,

GD

446 views
6 replies
Fulfil Orders
Tags:Direct Shipping
00
Reply
user profile
Seller_FpttbhKI4FaES

CAN I CONTACT CUSTOMER ON THE GIVEN PHONE NUMBER TO CONFIRM THEIR ADDRESS AS THEY HAVE PROVIDED INCOMPLETE ADDRESS

Hi,

can anyone please tell if we can contact the customer on the provided number if they have entered the address incorrectly and ask them to confirm the address as if i ship the order it will not get delivered and if I don't ship it will go against my odr, any help .

Thanks,

GD

Fulfil Orders
Tags:Direct Shipping
00
446 views
6 replies
Reply
user profile

CAN I CONTACT CUSTOMER ON THE GIVEN PHONE NUMBER TO CONFIRM THEIR ADDRESS AS THEY HAVE PROVIDED INCOMPLETE ADDRESS

by Seller_FpttbhKI4FaES

Hi,

can anyone please tell if we can contact the customer on the provided number if they have entered the address incorrectly and ask them to confirm the address as if i ship the order it will not get delivered and if I don't ship it will go against my odr, any help .

Thanks,

GD

Fulfil Orders
Tags:Direct Shipping
00
446 views
6 replies
Reply
6 replies
6 replies
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user profile
Seller_d8YGbIjNqwFxn
In reply to: Seller_FpttbhKI4FaES’s post

Ideally you shouldn't ever contact a customer by telephone. Amazon guidelines state the information below.

Phone numbers are really for courier use only to aid delivering parcels.

I would personally send them an unexpected problem with an order message and see if they reply. If they don't I would cancel the order and take the hit on my metrics. If your metrics can't take the hit you may want to think about a different solution.

Also Amazon policy also does state that you should only ship to the address on the order, if you despatch to the correct address this will no longer match the address on the order. You may then be less protected for A-Z's.

Important: In general, you can contact buyers only to complete orders or to respond to customer service questions. You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).

For more information, see Communication Guidelines.

Buyer-Seller Messaging is the only approved method for communicating with buyers on Amazon.

21
user profile
Seller_ZJhFeE3tNKzfh
In reply to: Seller_FpttbhKI4FaES’s post

As above - the policy here states as below

Review the policy and the guidance below to make sure that you are using customers' phone numbers correctly.

Proper treatment of customer phone numbers:

  • Print on labels to comply with carrier requirements.
  • Dispose of any customer phone number data that you retain after you have processed the customer's orders.
  • Monitor who in your organization has access to customer phone numbers, protecting this data is your responsibility.

Improper treatment of customer phone numbers:

  • Never contact a customer using their phone number. To contact a customer about their order, only use Buyer-Seller Messaging. For more information, see our Buyer-Seller Messaging FAQ.
  • Never share customer phone information with an external party.
  • Never pass along customer information of any kind, including phone numbers outside of Buyer-Seller Messaging.

So basically, you should even pass the phone number onto an external party - literally just print on labels.

As above, if you believe the address is incomplete, you should either cancel the order if the metrics can take it (cancellation without a request will hit your metrics) or you could mark the order as shipped, but then refund under 'Undeliverable Shipping Address' though you would need to check if your shipping method complies with VTR.

In theory, even if you did get an updated address from the customer, you are supposed to ship only to the address supplied.

21
user profile
Seller_FpttbhKI4FaES
In reply to: Seller_FpttbhKI4FaES’s post

Hi,

Thanks for that I have never done that so thought I would ask and why is it that the customer provides a incorrect address and it hits our metrics ???

I would cancel the order as I do not want to loose the item and get problem with the order I will wait till the end of the day and see if I get a response as I have messaged the buyer from buyer seller messages .

Thanks,

GD,

01
Follow this discussion to be notified of new activity
user profile
Seller_d8YGbIjNqwFxn
In reply to: Seller_FpttbhKI4FaES’s post

Ideally you shouldn't ever contact a customer by telephone. Amazon guidelines state the information below.

Phone numbers are really for courier use only to aid delivering parcels.

I would personally send them an unexpected problem with an order message and see if they reply. If they don't I would cancel the order and take the hit on my metrics. If your metrics can't take the hit you may want to think about a different solution.

Also Amazon policy also does state that you should only ship to the address on the order, if you despatch to the correct address this will no longer match the address on the order. You may then be less protected for A-Z's.

Important: In general, you can contact buyers only to complete orders or to respond to customer service questions. You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).

For more information, see Communication Guidelines.

Buyer-Seller Messaging is the only approved method for communicating with buyers on Amazon.

21
user profile
Seller_d8YGbIjNqwFxn
In reply to: Seller_FpttbhKI4FaES’s post

Ideally you shouldn't ever contact a customer by telephone. Amazon guidelines state the information below.

Phone numbers are really for courier use only to aid delivering parcels.

I would personally send them an unexpected problem with an order message and see if they reply. If they don't I would cancel the order and take the hit on my metrics. If your metrics can't take the hit you may want to think about a different solution.

Also Amazon policy also does state that you should only ship to the address on the order, if you despatch to the correct address this will no longer match the address on the order. You may then be less protected for A-Z's.

Important: In general, you can contact buyers only to complete orders or to respond to customer service questions. You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).

For more information, see Communication Guidelines.

Buyer-Seller Messaging is the only approved method for communicating with buyers on Amazon.

21
Reply
user profile
Seller_ZJhFeE3tNKzfh
In reply to: Seller_FpttbhKI4FaES’s post

As above - the policy here states as below

Review the policy and the guidance below to make sure that you are using customers' phone numbers correctly.

Proper treatment of customer phone numbers:

  • Print on labels to comply with carrier requirements.
  • Dispose of any customer phone number data that you retain after you have processed the customer's orders.
  • Monitor who in your organization has access to customer phone numbers, protecting this data is your responsibility.

Improper treatment of customer phone numbers:

  • Never contact a customer using their phone number. To contact a customer about their order, only use Buyer-Seller Messaging. For more information, see our Buyer-Seller Messaging FAQ.
  • Never share customer phone information with an external party.
  • Never pass along customer information of any kind, including phone numbers outside of Buyer-Seller Messaging.

So basically, you should even pass the phone number onto an external party - literally just print on labels.

As above, if you believe the address is incomplete, you should either cancel the order if the metrics can take it (cancellation without a request will hit your metrics) or you could mark the order as shipped, but then refund under 'Undeliverable Shipping Address' though you would need to check if your shipping method complies with VTR.

In theory, even if you did get an updated address from the customer, you are supposed to ship only to the address supplied.

21
user profile
Seller_ZJhFeE3tNKzfh
In reply to: Seller_FpttbhKI4FaES’s post

As above - the policy here states as below

Review the policy and the guidance below to make sure that you are using customers' phone numbers correctly.

Proper treatment of customer phone numbers:

  • Print on labels to comply with carrier requirements.
  • Dispose of any customer phone number data that you retain after you have processed the customer's orders.
  • Monitor who in your organization has access to customer phone numbers, protecting this data is your responsibility.

Improper treatment of customer phone numbers:

  • Never contact a customer using their phone number. To contact a customer about their order, only use Buyer-Seller Messaging. For more information, see our Buyer-Seller Messaging FAQ.
  • Never share customer phone information with an external party.
  • Never pass along customer information of any kind, including phone numbers outside of Buyer-Seller Messaging.

So basically, you should even pass the phone number onto an external party - literally just print on labels.

As above, if you believe the address is incomplete, you should either cancel the order if the metrics can take it (cancellation without a request will hit your metrics) or you could mark the order as shipped, but then refund under 'Undeliverable Shipping Address' though you would need to check if your shipping method complies with VTR.

In theory, even if you did get an updated address from the customer, you are supposed to ship only to the address supplied.

21
Reply
user profile
Seller_FpttbhKI4FaES
In reply to: Seller_FpttbhKI4FaES’s post

Hi,

Thanks for that I have never done that so thought I would ask and why is it that the customer provides a incorrect address and it hits our metrics ???

I would cancel the order as I do not want to loose the item and get problem with the order I will wait till the end of the day and see if I get a response as I have messaged the buyer from buyer seller messages .

Thanks,

GD,

01
user profile
Seller_FpttbhKI4FaES
In reply to: Seller_FpttbhKI4FaES’s post

Hi,

Thanks for that I have never done that so thought I would ask and why is it that the customer provides a incorrect address and it hits our metrics ???

I would cancel the order as I do not want to loose the item and get problem with the order I will wait till the end of the day and see if I get a response as I have messaged the buyer from buyer seller messages .

Thanks,

GD,

01
Reply
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