Custom FBM Order Address Undeliverable
Hello,
We do a lot of custom orders and got one package back with address undeliverable. We have reached out to customer to provide correct address. Wondering what happens in this case as we had already purchased shipping through Amazon and paid for shipping once. Who should be paying for shipping the package again? also we can't buy the shipping from Amazon anymore as this order was shipped 3 weeks back. It is a custom blanket with name embroidered and it costs us $50 a piece. If the customer does not reply then are we suppose to refund the customer? Custom orders are non returnable unless it is our fault as per Amazon return policy.
Thanks
Custom FBM Order Address Undeliverable
Hello,
We do a lot of custom orders and got one package back with address undeliverable. We have reached out to customer to provide correct address. Wondering what happens in this case as we had already purchased shipping through Amazon and paid for shipping once. Who should be paying for shipping the package again? also we can't buy the shipping from Amazon anymore as this order was shipped 3 weeks back. It is a custom blanket with name embroidered and it costs us $50 a piece. If the customer does not reply then are we suppose to refund the customer? Custom orders are non returnable unless it is our fault as per Amazon return policy.
Thanks
7 replies
Seller_Hi7wbO2Kbo6bl
No you will not be reimbursed for shipping again.
Normally this is a simple matter. Just refund. Don't bother contacting the buyer other than including a note with refund (if that screen allows it).
But being a custom item, the rules are different.
This is from Customized portion on the buyer side about return...
"Custom products are not returnable but may be refunded or replaced within 30 days of delivery if the products are damaged/defective upon arrival, or materially different from what was ordered. If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party seller, you are protected per the Amazon A-to-z Guarantee."
Since the item is customized it is no longer saleable. But that above paragraphs does not cover bad address return.
Is there still a Customs forum?
Can a Moderator point out that forum or better yet, answer here please?
@SEAmod
@Manny_Amazon
@Topher_Amazon
TaylorR_Amazon
Hi @Seller_7c1Grwh5Yumkk, I have reached out to the team for more information. Keep this thread updated if you hear back from the customer.
