Customer had parcel sent to wrong address and it's been returned to us - what would you do?
Hello all,
What would you do given the above circumstances?
We’ve sent a parcel to a customer who listed their address as a Newsagents / Sub Post Office in Leicester.
He has entered their number as a number for the courier.
Against Amazon policy although you could argue it is not a breach because it isn’t the customer’s phone number and because I was getting nowhere with Hermes, I called the number and the Post Office have never heard of him and they say they do not accept parcels from Hermes.
Interparcel say that they advise that they do not deliver parcels to Post Offices but will not tell me where they state this.
So Hermes have returned the parcel to us and I don’t know what we should really do. It’s way past the delivery window.
What should I say to the customer?
Thanks in advance.
Customer had parcel sent to wrong address and it's been returned to us - what would you do?
Hello all,
What would you do given the above circumstances?
We’ve sent a parcel to a customer who listed their address as a Newsagents / Sub Post Office in Leicester.
He has entered their number as a number for the courier.
Against Amazon policy although you could argue it is not a breach because it isn’t the customer’s phone number and because I was getting nowhere with Hermes, I called the number and the Post Office have never heard of him and they say they do not accept parcels from Hermes.
Interparcel say that they advise that they do not deliver parcels to Post Offices but will not tell me where they state this.
So Hermes have returned the parcel to us and I don’t know what we should really do. It’s way past the delivery window.
What should I say to the customer?
Thanks in advance.
24 replies
Seller_EJIX7rqDNQJi2
Regardless of the circumstances, treat the order as a regular return and refund your customer the full product price + standard shipping cost.
Seller_xDtaDZ1Iek9Fq
just another one that cannot be delivered. Refund the customer and check addresses next time
Seller_1qKTBDbgtHefM
Not a lot of choice, you’re right that he could order again with the same address and cause exactly the same issue.
Tell him exactly what has happened and that it would likely happen again if he places the order again in the same way, then I would recommend opening a case on Amazon quoting the order reference number so that in the event of future issues you have a case with the correct information in it from a long time past. Whilst no guarantee, this should/could help if you have the same problem again with the customer in the future.
GL!
Seller_qZO3ZCjoBXEeL
Refund the parcel - address undeliverable.
Seller_fFylOZ9rejlBH
Thanks all.
This just keeps getting worse.
We’ve refunded and emailed advising such so we get this response:-
“Please send it directly to the following address:-
xxxxxxxxxxxxx
Please let me get it for Friday as this will be the 2nd weekend ive not received what I have ordered.
Please send it asap, 1st class to the above address
Kind Regards
Anthony”
The address he has given is not the original address but that’s academic as the order is cancelled.
Why are some customers so frustrating?
