Cancellation rate due to Undeliverable address
Hi everyone,
I opened a case to reverse the cancellation rate of my account, those cancelled orders had undeliverable address and I sent their buyers a request to advise proper address before cancelling, no answer received.
AMAZON kept calling me on Saturday that they cannot reverse it and I had to insert [important] in subject of message.
Also AMAZON asked me to call them before cancelling !!!
I asked about guidelines and policies, AMAZON sent me message that they cannot provide further information and threatening that they put my account under control and investigation if I press the issue!!!
My decision : I will open case with customer service for each order that has undeliverable address to ask AMAZON to cancel it, if I don't hear from AMAZON and customer I will cancel order.
I was told by agent I can appeal any outcome or action made by AMAZON later on.
If anyone has experience please let me know , it is very frustrating that buyers provide undeliverable address, AMAZON force us to ship, then we face A-Z case !!!
Cancellation rate due to Undeliverable address
Hi everyone,
I opened a case to reverse the cancellation rate of my account, those cancelled orders had undeliverable address and I sent their buyers a request to advise proper address before cancelling, no answer received.
AMAZON kept calling me on Saturday that they cannot reverse it and I had to insert [important] in subject of message.
Also AMAZON asked me to call them before cancelling !!!
I asked about guidelines and policies, AMAZON sent me message that they cannot provide further information and threatening that they put my account under control and investigation if I press the issue!!!
My decision : I will open case with customer service for each order that has undeliverable address to ask AMAZON to cancel it, if I don't hear from AMAZON and customer I will cancel order.
I was told by agent I can appeal any outcome or action made by AMAZON later on.
If anyone has experience please let me know , it is very frustrating that buyers provide undeliverable address, AMAZON force us to ship, then we face A-Z case !!!
57 Antworten
Seller_4zBzdtgCyS9EI
what made you decide an address was undeliverable? If the package can't be delivered it comes back.
Seller_hW26u6H9PpMYy
We agree w the "go ahead & ship" answers provided but for the sake of giving you a remedy too - here is something to consider:
We too use a different Shipping Site than Amazon's Buy Shipping & often times will receive either "Alternative Address Suggestions" or an indicator that the Address provided is "Ambiguous - Only City & State Can Be Verified". We too attempt to validate the address by either checking the given address via Buyer / Seller Msg, USPS or an internet search that results in zillow or others providing a result.
Remedy: INSTEAD of canceling orders - You can select REQUEST HOLD when creating the Shipping Label and the Post Office holds the Pkg for Pick Up. The Request Hold option is typically found under Additional Services & there is no fee associated w its use. **For good measure you can send a Buyer / Seller Msg Follow Up indicating Pkg will be held @ Post Office since Address Confirmation was not rec'd prior to you shipping out pkg.
If the Pkg goes unclaimed after a certain # of days - it is Returned To Sender.
If a Buyer files an A to Z Claim for Pkg Not Received - send the Amazon Feedback stating - Pkg is being held @ Post Office due to Shipping Address concerns. As evidenced by the Tracking Info - Pkg is awaiting Buyer Pick Up. *TIP: Add this using "Respond to Amazon" as soon as the Claim is filed. Do not wait for Amazon to ask you for a response.
Result based on an Actual Claim dated 12 June 2023:
Amazon granted the refund BUT it did not count against our Order Defect Rate & item was back in our possession a few days later, ready to be resold.
Seller_nx8v7SMEX2ZBv
Hello I had this happen 1 time . This is how i solved. Messaged the customer with [IMPORTANT] Exactly like that !!! In caps no space ect. I mean it has to be EXACTLY like that to get through to some customers. Idk why it just is what it is . I told the customer undeliverable and worked with the customer and the customer cancelled the order . Yes it was hard but i learned about that important word has to be exact . hope this helps for future issue only happened 1 time to me.
Seller_UI50rbR8QJOD2
I recently had a very similar experience. Buyer places repeated orders to be shipped to a 3rd party fulfillment warehouse. All shipped USPS priority. Every order that is 1 day late buyer files a claim for refund. Even though the tracking shows it will be delivered the next day. Amazon instructs us to issue a refund. We issue the refund and the buyer gets free goods. We tried to use the USPS "package intercept service" but it is not available in most areas. This happens repeatedly with same buyer (buys to resell on Amazon CA). So we cancelled 4 of his orders as :"undeliverable address". Amazon sent us a notice that our account would be deactivated due to our cancellation rate. So now we just ship every order to this scammer, issue the refunds, and take the loss. Amazon continues to treat their sellers so unfairly. If only Amazon would allow sellers to block dishonest buyers the platform would be so much better for all..
Seller_WtOwWhtSrFjva
How do you know the address is not good. Did you mail the package and they came back? Refund the cost minus shipping and restocking fee. That is how you have to handle this. But if they have already deactivated your account, good luck.
Seller_4zBzdtgCyS9EI
Extend handling time, and/or ship sooner. Problem solved. I rarely ever have anything arrive late, it certainly shouldn't happen frequently?
Seller_EYDMYOUf3ss7D
If Amazon provides us with an address, we will ship the package regardless of any issues. In the event that the package is returned due to an undeliverable address, we can still recover the shipping fees when issuing a refund for the order. Even though we can not recover shipping fees for orders with free shipping, I would rather bear some shipping costs for those orders than risk damaging our metrics with a high cancellation rate.
Seller_QhvrIp4npKDGG
Yes that is how it goes. I get that too periodically. I just need to eat the return costs. I have a person that like to order 2 units of my product at a time (supplement) and then 4-6 weeks later cancel the order. She gets her money back and I have to eat the the whole bottle's cost since she have most likely now run through it already. How do you like that?
Seller_NxQTyL4zOqAYv
How many undeliverable addresses are you getting? I ship about 3000 items a month and I think I've had maybe 3-4 addresses come up as invalid in the past year. Surely not enough to trigger a metric warning.
Most are easily fixed as the buyer probably had punctuation or too many characters on one line. Bottom line, I've shipped plenty of packages over the years that said the address was invalid and 99% of them were delivered just fine. The other 1% were returned. And yes, I was out that shipping cost. Let's see, would I rather be out the cost of shipping for one package (which would be less than .0001% of my return losses that I write off each year) or get my account suspended so I can't sell anything.
I'm very curious about this statement you made." I was told by agent I can appeal any outcome or action made by AMAZON later on." That is the last thing in the world I would ever do. Trust me if Amazon decides to suspend you, if you're lucky you'll be writing appeals for months before they reinstate you. If you're not they will give you the kiss of death and you'll never sell here again. Amazon is not big on forgiveness.
