Amazon Showed Incorrect Tracking Information to Customer and Customer Support
A customer has an order with outdated shipping address ( Moved, vacant ). Amazon system showed the package is delivery. USPS tracking shows cannot deliver, return to sender in progress. Customer called support, support sees the same "package delivered" as basis for support. So amazon system cannot see and show delivery exceptions?
So many thing gone wrong with this one order. Customer used wrong address, amazon showed wrong tracking, support want us to ship out replacement to a new address ( against policy ), no new address information was provided. Now I have to eat the outbound shipping cost and refund the customer.
Amazon Showed Incorrect Tracking Information to Customer and Customer Support
A customer has an order with outdated shipping address ( Moved, vacant ). Amazon system showed the package is delivery. USPS tracking shows cannot deliver, return to sender in progress. Customer called support, support sees the same "package delivered" as basis for support. So amazon system cannot see and show delivery exceptions?
So many thing gone wrong with this one order. Customer used wrong address, amazon showed wrong tracking, support want us to ship out replacement to a new address ( against policy ), no new address information was provided. Now I have to eat the outbound shipping cost and refund the customer.
0 replies
Seller_COxHjSHk6Vauk
amazon tracking: package delivered.
USPS showed returning to sender
Support response.
Christine_Amazon
Hello @Seller_COxHjSHk6Vauk
Christine here from Amazon Forums.
I'm sorry to hear about this complex and frustrating situation.
Outdated customer address: This is primarily the customer's responsibility, but it's a common issue that many businesses face.
Lack of new address information: This complicates the situation further and makes it impossible to resolve the issue easily.
I would recommend you to contact our seller support team in order for them to investigate and further assist you with this.
If you have already contacted them, can you please share the case ID, so I can take a look on this situation and see what can be the next step?
Christine.
Christine_Amazon
Hello @Seller_COxHjSHk6Vauk
Christine here.
I will bring your case to the team in charge, for them to review it.
Please know that while I can escalate your case internally, I can not guarantee any outcome.
As soon as I have more information, I will contact you through here.
Hope you have a great day!
Christine.
