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要疯了!!亚马逊买家填错收件地址,货被拿走,客人还要求退款,该怎么办?


最近客人发了这么个邮件:”你们把我的包裹寄到三年前住的地方去了,我收不到包裹,请重新派送。” 很明显是客人填错地址,包裹被别人拿走了,但这不能怪我们啊。客人跟亚马逊抱怨说包裹没收到,发出AZ了,亚马逊会站在客户那边吗?大家有什么看法?
已邀请:

小飞象 - 亚马逊卖家,专注于跨境电商多年

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尽量说服客人,让他们意识到这是他自己本身的失误,可以这样子来写:

Dear Customer,

I'm sorry to hear about the problem with your delivery, however I need to clarify that sellers have no access to any personal information in your Amazon account and we can only ship to the address that was provided with your order. If you will look at the attached screenprint of your order (attach screenprint), you'll see the shipping address was provided as (insert address).

If this is an outdated address, I can imagine a couple of things that might have happened. During the check-out process, you are presented with all addresses you have stored in your address book and asked to choose the one you want your order shipped to. Is it possible you clicked the wrong button by mistake?

Another possibility is that you have 1-click ordering turned on, which will submit an order, using details you have previously stored (such as your shipping address) without giving you the chance to review them before confirming the order. While 1-click shopping offers convenience, it also presents a risk of submitting an order in a way you didn't intend, if you forget to update your account details.

If you'll check your order history and bring up the details of your order with us, you'll be able to confirm the shipping address that was provided on your end. Because Amazon requires us to fill orders according to the customer's exact specifications chosen at check-out, we are required to ship to the address you provide. We aren't permitted to ship to a different address, and would have no way to know any previous address of yours in any case.

If you didn't mean for your order to be sent to that address, there are a few things we can do to try and help you recover it. Because the package was addressed to your name at that address, we can hope the people who receive it will mark it return to sender, and it will come back to us. If they don't, we can try sending a letter to the current residents, explaining that the package was sent to them in error and asking if they would be so kind as to reroute it. If you'd like to proceed with this, I'll be happy to send the letter on your behalf, or leave it in your hands if you prefer.

Because we sent the package to the address you provided, and it seems to have been successfully delivered there, I'm afraid we aren't able to offer you a replacement in this situation. Please let us know if you would like us to send a letter to try and retrieve it from the people you had it sent to.

Sincerely,
Seller

这封邮件没有明显说是客人的责任,但最终还是要看客人自己能不能承认这个失误了。如果原先地址离客人现在的地址不远,可以建议他去那边拿一下。

11

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楼主是通过亚马逊配送的吗?你可以跟客人解释一下包裹已经寄到那个旧地址去了,没办法再退款,希望他能理解一下,撤销AZ。

走南闯北

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亚马逊对这方面有规定,要嘛找到包裹,要嘛退款。凭良心讲,对卖家是挺不公平的。以下是链接。
https://sellercentral.amazon.c ... earch

天蓝

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楼主,你可以不退款,但是你的ODR指标肯定是会受到影响的

余小欢

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可以跟亚马逊陈述细节,这种情况亚马逊会关闭claim。我之前也遇到了一个客户填错地址,而且都已经显示妥投了,客户让我改地址,我说改不了,他就开了A-to—z

指路人

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楼主,其实我作为买家也会碰到收件地址填错的情况,这不是你的错。建议你在Seller Support里面开一个case申诉一下。

Never mind

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我也碰到过类似的情况,最后退款了,但是没有影响到我的ODR指标,和亚马逊那边好好沟通一下,客气礼貌一些,应该是可以争取得到的。

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