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Thread: Book sent & returned "Unable to Deliver" & no response to email, either.
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Permlink Replies: 4 - Pages: 1 - Last Post: 07 Dec, 2017 3:50 PM by: Lake Threads: [ Previous | Next ]
Chandler Librar...

Posts: 4
Registered: 08 Mar, 16 9:23 PM
Posted on: 07 Dec, 2017 2:22 PM  
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A purchased book was returned to us "Unable to Deliver". We sent an email to the buyer asking if they could update the address. We haven't received a response. While we can't make contact with the buyer, they also haven't asked for a refund. Please make next step suggestions.
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MAV-DAK

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Registered: 23 Jan, 13 12:30 AM
Posted on: 07 Dec, 2017 2:43 PM   in response to: Chandler Librar... in response to: Chandler Librar...  
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There is no policy that says you have to 're-send it again'. In fact, Amazon recommends not doing so since you have no way to document a second shipment on an already shipped order. The Amazon recommended process is to refund and have the buyer reorder.

We refund immediately (minus the shipping charged) upon receipt of the undeliverable package. If the buyer wants they can purchase again with a correct address, we email them stating why the package was returned and that we have refunded their order.

Not sure why you are emailing them. Are you asking if they want to have it reshipped, or ship to a different address? I would do neither of these because; 1) you would have to pay to reship at your own expense, 2) shipping would have to be purchased outside of Amazon which you cannot document and 3) shipping to a different address will prevent any protections from a claim since this is not allowed.

You should always refund upon a returned package as soon as possible.
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Major

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Registered: 08 Mar, 13 1:47 AM
Posted on: 07 Dec, 2017 2:42 PM   in response to: Chandler Librar... in response to: Chandler Librar...  
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refund (and you may deduct the shipping fee)
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Lake

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Registered: 01 Mar, 12 2:05 PM
Posted on: 07 Dec, 2017 3:50 PM   in response to: RMS in response to: RMS  
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The Amazon way is refund and the buyer can reorder.

And they are the most trusted company in the country.

K I S S applies.
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RMS

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Registered: 03 Mar, 12 6:20 PM
Posted on: 07 Dec, 2017 2:48 PM   in response to: Chandler Librar... in response to: Chandler Librar...  
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I disagree with MAV DAK. He is correct that attempting a second mailing puts you outside of Amazon's protections.
But if you were the customer, and you had somehow bungled the address, what would you want? Would you want the seller to cancel completely so that you cannot get the book, or would you want the seller to try to contact you so that you might get it?

Sometimes you have to step away from your safety net to provide good customer service.
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