UPS Did Not Deliver to PO Box Address: Request for Customer Issue Resolution
Hello,
I am facing a situation that is seriously affecting my seller account, and I need your assistance.
A customer (Order ID: 701-3821826-7171457) placed an order on October 21, 2024, and I shipped the product the next day (October 22, 2024) via UPS. However, due to the customer providing a PO Box address, UPS was unable to deliver the package. The package is currently waiting at UPS.
I have contacted the customer to explain the situation and resolve the issue. However, the customer:
-Opened an A-to-Z claim.
-Left negative feedback that has serious consequences for my store.
-Although the full amount was refunded to them, they have not responded to resolve the situation.
-Despite contacting Amazon support multiple times, no solution has been found for this issue. This is severely impacting my store’s ODR rate and overall reputation.
I am requesting your assistance with the following:
-How can I address this undelivered package issue that UPS was unable to resolve?
-What steps can I take to have the impact of the A-to-Z claim reassessed on my ODR?
-Can Amazon assist in implementing a policy regarding PO Box addresses to prevent similar situations?
Additionally, I can provide all relevant documents (invoice, shipping label, and UPS tracking details) to show that this issue is related to the shipping process.
I believe it is unfair to hold me responsible for a delay caused by external, unforeseen circumstances, and this does not align with Amazon's commitment to seller support and fairness. Despite opening multiple cases with Amazon, I have not received any corrective or positive response regarding this matter.
Thank you in advance for your help and suggestions.
Kind regards,
EMAY TRADE
@Ricardo_Amazon@Christine_Amazon@Daryl_Amazon
UPS Did Not Deliver to PO Box Address: Request for Customer Issue Resolution
Hello,
I am facing a situation that is seriously affecting my seller account, and I need your assistance.
A customer (Order ID: 701-3821826-7171457) placed an order on October 21, 2024, and I shipped the product the next day (October 22, 2024) via UPS. However, due to the customer providing a PO Box address, UPS was unable to deliver the package. The package is currently waiting at UPS.
I have contacted the customer to explain the situation and resolve the issue. However, the customer:
-Opened an A-to-Z claim.
-Left negative feedback that has serious consequences for my store.
-Although the full amount was refunded to them, they have not responded to resolve the situation.
-Despite contacting Amazon support multiple times, no solution has been found for this issue. This is severely impacting my store’s ODR rate and overall reputation.
I am requesting your assistance with the following:
-How can I address this undelivered package issue that UPS was unable to resolve?
-What steps can I take to have the impact of the A-to-Z claim reassessed on my ODR?
-Can Amazon assist in implementing a policy regarding PO Box addresses to prevent similar situations?
Additionally, I can provide all relevant documents (invoice, shipping label, and UPS tracking details) to show that this issue is related to the shipping process.
I believe it is unfair to hold me responsible for a delay caused by external, unforeseen circumstances, and this does not align with Amazon's commitment to seller support and fairness. Despite opening multiple cases with Amazon, I have not received any corrective or positive response regarding this matter.
Thank you in advance for your help and suggestions.
Kind regards,
EMAY TRADE
@Ricardo_Amazon@Christine_Amazon@Daryl_Amazon
1 reply
Seller_7LrAV0m5llaI7
You shouldn't have used a courier to deliver to a Post Office Box.
This one is on you.
However, the customer:
-Opened an A-to-Z claim.
Well within their rights to do so, as they did not receive their order in their PO box by the estimated delivery date
Also, well within their rights, as they placed an order long before the Canada Post strike that did not arrive.
Why would they? They got refund already. The case is closed.
There is no solution needed. UPS will be returning the package to you, and the customer has been refunded.
You can request UPS to send it back to you now, instead of waiting.
You would have to show proof of delivery.
What kind of policy do you want? They already have the option in the shipping template settings that you can turn off orders to PO boxes if you don't want to ship to them via Canada Post.
Additionally, I can provide all relevant documents (invoice, shipping label, and UPS tracking details) to show that this issue is related to the shipping process.
I believe it is unfair to hold me responsible for a delay caused by external, unforeseen circumstances, and this does not align with Amazon's commitment to seller support and fairness. Despite opening multiple cases with Amazon, I have not received any corrective or positive response regarding this matter.
Can you provide a policy from UPS that shows that they can deliver to Canada PO boxes? Nope.
