Report Incorrect Address Delivery
What do you do if your customer says they have not received their order.
Reporting an incorrect address delivery is a Customer Service issue and if the items are Fulfilled by Merchant, you will need to provide your customer service.
Customers should follow these steps if their tracking shows a package as delivered in Your Orders but they can't find it:
1 - Confirm shipping address in Your Orders
* Verify if your shipping address in Your Orders is correct. For more information on how to handle a wrong shipping address, go to Add and Manage Addresses.
2 - Look for a notice of delivery attempt
* Check the Message Center.
* Look for a delivery confirmation in Your Orders.
* Check your mailbox or wherever else you receive mail.
* Look for a delivery photo.
3 - Check around the delivery location
* Check your delivery instructions in Your Addresses. The package could have been left where you requested.
4 - Ask your household members and neighbors
* Check if someone else accepted the delivery.
5 - Wait 48 hours for the package to be delivered
* Packages may be scanned as delivered before arrival.
6 - Check with the carrier
* The carrier may have more information about the location of the package. To track your package on the carrier website or contact them, go to Carrier Contact Information.
What to do next?
If you have not located the package after following the steps above, you can consider taking the following steps:
* If your order is shipped and sold by a third-party seller, contact the seller directly for assistance. Go to Contact a Third-Party Seller.
* If your customers order was shipped by Amazon through FBA, advise them to contact Customer Service within 30 days of expected delivery. They will do everything they can to help.
* Contact Amazon Customer Service through the “Contact Us” link or call 1-888-280-4331. Once your customers account is verified on the call, customer support should guide them through the next steps.
If you have any specific questions around this issue, please create a New discussion, select Manage Buyer Experience and the relevant tags related to your issue.
I hope you find this information helpful! Please let me know if you have any general questions around this topic.
All the best,
Michelle
Report Incorrect Address Delivery
What do you do if your customer says they have not received their order.
Reporting an incorrect address delivery is a Customer Service issue and if the items are Fulfilled by Merchant, you will need to provide your customer service.
Customers should follow these steps if their tracking shows a package as delivered in Your Orders but they can't find it:
1 - Confirm shipping address in Your Orders
* Verify if your shipping address in Your Orders is correct. For more information on how to handle a wrong shipping address, go to Add and Manage Addresses.
2 - Look for a notice of delivery attempt
* Check the Message Center.
* Look for a delivery confirmation in Your Orders.
* Check your mailbox or wherever else you receive mail.
* Look for a delivery photo.
3 - Check around the delivery location
* Check your delivery instructions in Your Addresses. The package could have been left where you requested.
4 - Ask your household members and neighbors
* Check if someone else accepted the delivery.
5 - Wait 48 hours for the package to be delivered
* Packages may be scanned as delivered before arrival.
6 - Check with the carrier
* The carrier may have more information about the location of the package. To track your package on the carrier website or contact them, go to Carrier Contact Information.
What to do next?
If you have not located the package after following the steps above, you can consider taking the following steps:
* If your order is shipped and sold by a third-party seller, contact the seller directly for assistance. Go to Contact a Third-Party Seller.
* If your customers order was shipped by Amazon through FBA, advise them to contact Customer Service within 30 days of expected delivery. They will do everything they can to help.
* Contact Amazon Customer Service through the “Contact Us” link or call 1-888-280-4331. Once your customers account is verified on the call, customer support should guide them through the next steps.
If you have any specific questions around this issue, please create a New discussion, select Manage Buyer Experience and the relevant tags related to your issue.
I hope you find this information helpful! Please let me know if you have any general questions around this topic.
All the best,
Michelle
