Sell on Amazon Sign in
This article applies to selling in: United States

A buyer has asked me to ship an order to a different address. What should I do?

If you have not yet shipped the order and the buyer says they cannot receive the order at the address they provided originally, you should cancel the order. The buyer can then return to Amazon.com to place a new order using the correct address. Amazon’s policy requires sellers to ship only to the address provided in their seller account.

If you have already shipped the order to the address provided with the order, the way you choose to handle the situation is ultimately up to you. Here are a few solutions you might want to consider.

  • Contact the shipping provider to see if you can retrieve the package. They might be able to stop the shipment in transit and return it to you.
  • Attempt to contact the current resident at the shipping address where you sent the package or ask the buyer to do so. The current resident may be willing to refuse delivery or forward the package to the buyer.
  • If the item is not returned to you or forwarded to the buyer, then the decision to issue a refund is up to you. You do have the option of providing a partial refund minus your shipping costs.

For future orders, consider using package tracking or purchasing insurance from your shipping carrier if you are concerned about absorbing the cost of a lost shipment.

Sign in to use the tool and get personalized help (desktop browser required). Sign in


Reach Hundreds of Millions of Customers

Start Selling On Amazon


© 1999-2020, Amazon.com, Inc. or its affiliates