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How should i proceed if a client says i send item to the wrong address but it was the one in her account
Hello, I am kinda new and have a problem, a buyer wrote to me that she did not receive her package because it was delivered to a different address, she blamed us for sending the package to a different unit of where she live, she even wrote to me that it was sent to unit "63" and that hers is "98" and that she wanted a refund for not receiving it.
I don't know why she assumed that it was sent to unit “63” instead of “98”, since the USPS label only says that it was delivered to the mailbox, but does not specify to which unit,
The tracking number for her package is 9300120111411520164200 with USPS. It states that "Your item was delivered to a parcel locker at 11:07 am on March 26, 2024 in ORLANDO, FL 32825.”
Additionally we generate the labels directly on Amazon with USPS in the buy shipping label button, we never handle customer information so it is not possible that we have entered the unit number wrong as she claims, when I asked her why she believed it was sent to other unit and if it maybe she had the number 63 in the data / address information she got very angry and demanded a refund again.
How should we proceed in this cases, when we know we did not mishandle her information and the shipping label was created automatically in amazon with the address of her account?
4 replies
Seller_jIWZZaUfju1aC
@Quincy_Amazon Hello I have seen you answer this type of questions before, We always refund the clients that claim they did not received their orders, even if the tracking number says they were indeed delivered, but this time is different because the client accuses us of sending it to the wrong address which is not possible since we generate the label directly with the "buy shipping label" button with Amazon. Could you tell me how should we proceed for this case
SEAmod
Hello @Seller_jIWZZaUfju1aC
I am sorry you were treated so poorly by this buyer. I don't know for certain, but it seems they were bullying you hoping you would make an immediate refund. You did the right thing in telling them to contact Amazon Customer Service. It is possible that this buyer, who may have been a scammer, did not want to contact Amazon because the buyer may have so many of theses types of refund requests that they are on some kind of watch list.
Susan
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