What to do when an address seemingly doesn't exist?
Last week I cancelled an order for the first time. It was 'address undeliverable' the reason being it doesn't exist with Royal Mail postcode finder or in Royal Mail of DHL drop down addresses of the postcode. The customer had provided and address of Flat 15 of a London building where the flat numbers on Royal Mail and DHL only go up to 14. Now I suppose its possible a new flat (rooftop extension?) has been build but I didn't want out £200 worth of product to an address that isn't listed with couriers. The customer didn't respond to a contact email asking to clarify the address so I cancelled the order before the dispatch deadline.
I had thought that was that and was happy that the 'cancellation before dispatch' metric although going over the target percentage didn't affect my account health, but today (six days later) the same customer has reordered with the same unlisted address.
If I cancel it again with 'undeliverable address' my 'cancellation before dispatch' metric will jump up again much higher as I don't get a large enough number of orders to make the percentage minimal. Is there anything else I can do and does anyone know if cancelling a second order for the same customer with the same reason will have an adverse effect on account health?
Mods, if you are able to advise too please do @Winston_Amazon / @Sakura_Amazon_ / @Julia_Amazon
What to do when an address seemingly doesn't exist?
Last week I cancelled an order for the first time. It was 'address undeliverable' the reason being it doesn't exist with Royal Mail postcode finder or in Royal Mail of DHL drop down addresses of the postcode. The customer had provided and address of Flat 15 of a London building where the flat numbers on Royal Mail and DHL only go up to 14. Now I suppose its possible a new flat (rooftop extension?) has been build but I didn't want out £200 worth of product to an address that isn't listed with couriers. The customer didn't respond to a contact email asking to clarify the address so I cancelled the order before the dispatch deadline.
I had thought that was that and was happy that the 'cancellation before dispatch' metric although going over the target percentage didn't affect my account health, but today (six days later) the same customer has reordered with the same unlisted address.
If I cancel it again with 'undeliverable address' my 'cancellation before dispatch' metric will jump up again much higher as I don't get a large enough number of orders to make the percentage minimal. Is there anything else I can do and does anyone know if cancelling a second order for the same customer with the same reason will have an adverse effect on account health?
Mods, if you are able to advise too please do @Winston_Amazon / @Sakura_Amazon_ / @Julia_Amazon
10 respuestas
Seller_76AUwmqvSyRIM
You can mark the order as despatched then refund it straight away. You will lose out a small percentage of the fee but it won't affect your cancellation rate.
It makes no difference whether or not it is a repeat customer.
Have you contacted the customer for possible clarification? Maybe if you tell them why you have cancelled the order may stop them from leaving you negative feedback which as of now, they can.
Seller_ZVAz3d5lZuGid
Call me suspicious / cynical, but I wonder if they are trying to get a freebie by giving wrong address and then saying that it did not arrive ? - it has been known, and especially for more expensive items.
Personally I would message them again, explaining why you are cancelling - that the address is not recognised by RM and couriers. If you need to preserve your cancellation rate then you could do as above reply (mark as despatched and refund), but personally I'd just cancel, as that metric drops off after a week anyway, then leave it at that, and wait and see.
Seller_76AUwmqvSyRIM
Agreed, I've had this happen too and have not sent the goods.
Seller_d8YGbIjNqwFxn
Normally I just cancel it when the address is obviously wrong. I contact the customer first to tell them why I am doing it.
You can contact the customer to clarify the address but it can mean A-Z's are harder to defend if you don't despatch to the address on the order.
With regards to your cancellation metric. The last one will drop off after 7 days. Also as far as I am aware it rare for Amazon to deactivate accounts for cancellation metric. I have never seen a forum post on this.
If you do go over your metric then Amazon can ask you to do a quiz. They can also suppress your product if it has multiple cancellations. It is though easy to reactivate the suppression you just need to update the price.
Seller_K8edOfPu9HEmN
It's likely the post code is wrong, we've come across several times where bocks of flats or apartments have two or more postcodes allotted to them. Google maps and Google its self can usually solve this as well as RMs own data base, you just have to search all the possibilities of addresses and post codes
Seller_QFivb25YBNqBc
My flat {8} number does not show on RM post office. I have always told them to manually input the address.
It is difficult to say, especially if your buyer did not respond to clarify the address.
