![]() I’m glad that the Op has managed to resolve this with the customer but I don’t believe there was a serious issue to begin with. We look at the nature of the request from the customer, the value of the products being order and the nature of their delivery and make a decision based on that. I can understand sellers wishing to protect themselves from claims but the reality is that the protection offered by Amazon (and eBay for that matter) is scant even if you follow their rules - in respect of Amazon they have never published a cast iron way / procedure of avoiding a claim for INR. We have received a similar request to the Ops just this weekend on eBay and as a low value untracked item we have agreed to the customers request. Putting hoops in the way of customers tends to increase the chances of complaints. So for the most part we acquiesce to their requests: that includes address changes and even occasionally requests to substitute one product for another. My own experience with the products that we sell is that the vast majority of customers are honest. You can make a choice how easy or difficult you want to make things for customers. You may well get a neg from a customer who things you are being a pain in the butt - afterall they don’t understand the finer details of Amazon’s metrics.Īs a seller whether you do or do not do this has nothing to do with rules. You may get a hit on your metrics if you subsequently cancel the order without receiving the appropriate message header in your in box. You may also get hit on your dispatch time metrics if you hold up shipping to the customer whilst you clarify / argue with them why they wish to use an alternate address. You may though lose an A-Z for an item shipped to an address that a customer is not longer located at. As a seller you will not get sanctioned by Amazon for doing so. Whilst it is generally “best practice” to ship to that address there is nothing forbidding a seller from shipping to an alternate address. So yes common sense and Amazon are uneasy bed fellows.īut a number of posters have said that its against the rules to ship to an address other than the one on the order. > There’s also a specific message header for buyers to cancel an order AFTER it’s been shipped and we both know common sense suggests this is not possible after marked dispatch.Īnd Amazon CS can also create order delivery enquiries for cancelled orders. We haven’t used Amazon’s packing slip for years and neither do many other sellers. There is no stipulation that you have to use Amazons. What is on a packing slip is entirely up to you. You can’t change anything in respect of an order on Amazon’s system so I’m not sure what your point is there. Yet sellers can’t change buyers address on the order page, or packing slip, but I believe CS can if the order has not been processed, perhaps why the header exists…for their use? This request firmly falls into a grey area and it’s better for the Op to understand that as they are the one who carries the financial risk. One of the posters (Victoria Sponge) doesn’t even sell on Amazon. But we’ve had people posting that you CAN’T do something that it’s AGAINST the rules, when that’s not the case. We’re all have different experiences and my experiences selling the products that I do may not be useful to someone else selling in a completely different sector. I think it’s fair enough for sellers to say I would do this or do that, my experience has been etc. > It’s fairly rigid for me, I buy postage via Amazon, I can’t change the address, so if the buyer wants a different address, they need to provide it on the order. > As you say it’s for each seller to make their own judgement, but when a seller asks for advice they need to be offered what we believe to be Amazon guidelines, then views on experience, it’s then up to the seller to decide as it’s their call to make. You have to mark as dispatched and then refund the bit that the customer no longer wants Try part cancelling an order - you can’t. All the sales platforms seem to operate like this - there’s a funadmental distrust between platforms and sellers. Seems clear to me that Amazon don’t want sellers to amend orders in anyway whatsoever. My only point was the buyer can request a change of address via message header, but sellers can’t make that change on Amazon orders, so if it was an acceptable practice, you would think this could be amended?
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