Wrong Address
Customer has placed an order and when I go to ship it the postcode does not match with the address given. I have sent a critical message to the customer to check delivery address but getting no response.
Item is due to be shipped today and I dont know what to do. Its quite an expensive item so dont want it going missing. Amazon are saying ive to send it out and wait for it to be returned as undeliverable.
Any suggestions? Been advised that if I cancel the order as undeliverable address it will affect my metrics
Wrong Address
Customer has placed an order and when I go to ship it the postcode does not match with the address given. I have sent a critical message to the customer to check delivery address but getting no response.
Item is due to be shipped today and I dont know what to do. Its quite an expensive item so dont want it going missing. Amazon are saying ive to send it out and wait for it to be returned as undeliverable.
Any suggestions? Been advised that if I cancel the order as undeliverable address it will affect my metrics
24 replies
Seller_8Wsckn3UoR095
Can your metrics take a cancellation? I would be inclined to cancel & send them a message explaining why as they did not reply.
Following advice from Nikolas @ Amazon on another post, it seems you CAN contact a customer using their number provided IF it is delivery related.
Have you tried this & asking for clarification?
I would explain to the customer if it is incorrect that you cannot ship it and they do need to submit a cancellation request (for it not to affect your metrics) and to check their address on their account. If it is correct then I would ship it with a signature, especially if it’s expensive (I do imagine you already do this)
Seller_xUKHc5xSYJmI4
Its a known issue we were advised by seller support to cancel the order and mark it as undeliverable address. Cancelling an order as undeliverable does not affect seller metrics.
Previously we were asking the customer to cancel the order and reorder tends to be a long process especially when you dont get a response.
Seller_3yhYGU61cigbH
Along with cancelling etc try putting the address into google, I’ve done it a few times and found the postcode for the address is very close in format to the one supplied so presume the customer has done a typo. I’ve used this method several times and never had a problem.
Seller_qZO3ZCjoBXEeL
Personally I’d cancel it as address undeliverable. If you are worried about it being a high value item then even if they provide you the correct address if you ship to the new address and it doesn’t match that address on the order you risk losing an INR.
If you feel worried about your metrics, you could mark it as shipped, then refund as undeliverable. You’ll still pay part of the commission on the sale and it is obviously technically against the rules but many do this.
Seller_I4ArshkoS7Na6
If you cancel an order prior to dispatch it affects that one metric for just 7 days and then disappears off your account health. Whats the problem cancelling unless you are cancelling loads every day?
Seller_bhSWqoVh7Pn98
How much is it worth?
(some think £30 is high value, others think £3000 is a high value item).
I expect you decided by now, but check RM postcodes, as often just a typo, so if the address looks good, just a digit wrong on Postcodes, then send to the address and alter the postcode.
Use Buy shipping otherwise, it will still show address as Buyer input. Do not use Evri (use RM/DPD) and pay for Signed For as well, whoever you use.
Add a large note on parcel, to only deliver to the Buyer, and it is signed for. The the driver should not just leave it.
Seller_oGFKRixtdkjxL
Cancel. Take the metric hit, if it causes problems with your account (and it shouldn’t) you can quote your support case ref number.
I’d also message/phone the buyer prior to cancellation, explaining there is a problem with their delivery address, you want to offer best practice CS so the very last thing you want is for their order not to reach them with all the inconvenience that entails/that you have to dispatch to the address registered; that they can amend their details and re-order & you will prioritise a second order placed to minimise any further delay.
Rule one minimise your potential losses, rule two act as you would like to be treated as a customer.
A metrics hit now for a minor issue is far better than a potential A-Z for an undelivered item + lost revenue
Seller_sSxf9ltVoIMz9
We would check the address using the Royal Mail Find a Postcode tool (on the web). you can enter first line of address to get a postcode, or the postcode to check addresses. Normally the customer has just made a simple error that is obvious, like one character being wrong.
Also we regularly cancel orders as undeliverable shipping address, I’m not sure if that hits the metrics, but if it does we are fortunate in being able to take the hit.
Finally we (reasonably) often call or text customers regarding delivery, or to check an order is correct, typically if for example someone has ordered 5 or 10 of something and you know it just doesn’t look right.
Seller_bzRkeDMMsE3Is
I have a few a month, normally with no house number or house name. If they don’t answer my messages, I just mark them as dispatched and wait for the message to say they haven’t received the item. I then explain that the post office wouldn’t accept the parcel because the address was incomplete and dispatch when they then give me the complete address.
Seller_XrsxyuONn8r2w
mark it shipped and refund it. wait for them to then contact you to say it hasnt arrived to explain.
