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亚马逊客户没收到货,tracking显示快递由“agent”签收,地址包含“suite number”等信息。。。

前段时间我把手表寄给客户(要求签字和交付确认),发现收货地址看起来像是一个办公场所,因为它包含suite number(套房编号)等信息。
跟踪信息显示快递是由“agent”(代理人)签收的。然后问题就来了:客户投诉说他没收到货。我马上就去联系USPS,问他们到底是谁签收的,会不会被放在前台那里?我也叫客户去确认了一下,可还是没有。
你们有什么建议?是等着客户提交az?还是直接退款给他?
已邀请:

Roar&咆哮

赞同来自: 跨境女王

你是通过亚马逊买的运费?如果是,你让买家联系亚马逊,他们会受理这件事。而且他们会退钱给买家,然后你的账户不会受影响

颜控C

赞同来自: 跨境女王

USPS一般都会把买家的签名存档下来,你让他们把扫描后的(签名)复印件邮寄给你。先看一下对方的名字是什么,然后把这条线索发给买家

圆圈v

赞同来自: 跨境女王

谢谢回复!我是通过亚马逊购买邮费的。我刚刚让USPS的人把签名发给我看,上面盖着章,写着“authorized agent firm caller”
楼主你不用退钱,等着他申请AZ吧。只要拿出证据(签名)、说清事实就好了

Yvonne、

赞同来自: 跨境女王

你说地址包含suite number等信息?那你的快递应该是被mail forwarding company(邮件转运公司)处理的。这个“代理人”可能是一个自动接收邮件的设备。你去把收货地址放到Google上搜一下

暮光之城

赞同来自: 跨境女王

楼上说的有道理。可能是“freight forwarder”(货运代理人)收货的。
你让客户跟货运代理人联系。还好你有要求signature confirmation

万花筒

赞同来自: 跨境女王

你可以发这个邮件给客户:
“Dear Buyer,
Thank you for ordering from us on Amazon. Your new (item) was shipped (date) by (Carrier, tracking number)
I hear that you have not seen the package, I am sorry for the trouble. I will start the trace process with Amazon and the carrier and if it is not located, I will send further instructions to take this forward through the Amazon process. Please allow a few days for this.
I have attached a copy of the signature card that was signed on delivery from (carrier). It appears that it made it to (address) on (Date). If this is a residence or office, and there is more than one person at the address, could you please check with the other occupants to see if someone accepted the shipment and put it aside for you (such as, in a closet)? It is easy for this to happen, and it has happened before.
(if it is a multi-unit building, can you check with the front desk, concierge or office?)
(If the address is a mail box outlet or a freight forwarder, please check with the company you are doing business with, per Amazon policy, delivery is completed when it is delivered to your agent.)
I have forwarded the information to Amazon, and also, I have contacted (the carrier) about this package information for investigation; their investigator may call you or visit the address to gather more information, if you could please provide any assistance to them it would be appreciated.
Cheers
Seller”

ひ陌予倾年。

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这些是相关的政策哈,里面有提到:如果快递是由货运代理人或者是买家的代理人签收的,(但是快递没送达)那买家申请的AZ会被亚马逊否决:
“Policy
Product(s) shipped with signature confirmation tracking—tracking shows delivery and buyer claims item not received
If the name on the signature confirmation matches the buyer's, the A-to-z Guarantee team will deny the claim. If the name on the signature confirmation does not match the buyer's, the A-to-z Guarantee team will deny the claim and ask the buyer to follow up with the individual who signed for the package. Guarantee claims for packages that are signed for by a freight forwarder or an agent of the buyer (for example, a receptionist or a family member) will be denied."
Customer policy
"Claims can be denied for a variety of reasons.
The common reasons for a claim being denied include:
The item was received and the seller provided verification of delivery.”

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