Customer Left Negative Feedback regarding fulfillment issues: USPS: Undeliverable: Incorrect address. How do we remove this?
As the title states, a buyer has left us negative feedback (2 negative in-fact, because there were 2 orders using 1 package). We used Amazon buy shipping to send the item to the customer, so it matches exactly what the customer put on their Amazon address. It arrived within the ETA date window, however, when it arrived to their city, USPS attempted to deliver it, but according to USPS, the package was "Undeliverable: Incorrect address".
The buyer left us negative feedback, using it in an attempt to contact us and not a review of how we perform as a seller, and we contacted them through Amazon messenger immediately to explain the situation, however, we are now unable to get in touch with the buyer as they are no longer responding to any of our messages.
How do we remove these 2 negative feedbacks that we received? This is either a USPS fulfillment issue, or a buyer mistake. We are not a high volume seller, and having just 2 negative feedbacks greatly affects our seller performance. We should not be penalized for this issue. Can someone provide some guidance for this matter? Thank you.
Customer Left Negative Feedback regarding fulfillment issues: USPS: Undeliverable: Incorrect address. How do we remove this?
As the title states, a buyer has left us negative feedback (2 negative in-fact, because there were 2 orders using 1 package). We used Amazon buy shipping to send the item to the customer, so it matches exactly what the customer put on their Amazon address. It arrived within the ETA date window, however, when it arrived to their city, USPS attempted to deliver it, but according to USPS, the package was "Undeliverable: Incorrect address".
The buyer left us negative feedback, using it in an attempt to contact us and not a review of how we perform as a seller, and we contacted them through Amazon messenger immediately to explain the situation, however, we are now unable to get in touch with the buyer as they are no longer responding to any of our messages.
How do we remove these 2 negative feedbacks that we received? This is either a USPS fulfillment issue, or a buyer mistake. We are not a high volume seller, and having just 2 negative feedbacks greatly affects our seller performance. We should not be penalized for this issue. Can someone provide some guidance for this matter? Thank you.
32 respuestas
Seller_f4a7xAPCCSMqD
Since you used Amazon's buy shipping, this should be covered under their buy shipping guarantee since it was an issue with shipping. Have you already attempted to request removal?
Seller_WtOwWhtSrFjva
Did you refund the second shipping charge?
When you combine two orders into one, without written approval from the buyer, you pretty much negate any of Amazon's policies that would help you even if you bought shipping through Amazon.
Seller_YvPJcV8cv0Kiu
"Undeliverable: Incorrect address".
We get so many NSA (No Such Address) | NSN (No Such Number) - Underliverable as addressed, Its almost like (are they that desperate to show the investors sales are happening?) ** its incredible how much time it takes to slueth out these real addresses! - if you can, then the ship times are slowed down, and all because of Amazon having a Non Validation Address accepting anything that is put into the address fields. Where are the BOTS? Where is the investment to insure a customer gets their items? *** I guarentee if you asked a customer would you rather be allowed to leave an address that is totally un-verified, vs to be instructed that the data was missing important info, IE .. order not complete, THEY WOULD SAY - Please make me fill out the address where a package can reach me... (sad a billion-dollar company cannot have a better address validation system, its almost like they are begging for the sales, not even sure why we have any orders waiting to clear. (Addresses are butched so often!)... Why is there not a standard? If there's not enough info, the order doesnt go thru - Until the buyer addresses, their address *LOL) 99% of the time these packages come back as Not Delivered as Addressed! - In otherwords, we lose postage (both ways) get a customer angry, get a mark because it was not delivered, (or do you just cancel and refund? - and get a cancellation mark?).... not to mention all the time and fuel and resourses wasted during this un-necessary wack-a-mole scenerio.
Its so easy, (if the buyers address isnt able to pass a validation.. it doesnt get processed)
Seller_RClwXXLQjUdPk
Can you post a screenshot of the feedback?
Seller_kcrhDIA0Tex6F
*UPDATE* Amazon denied my claim again, even after providing the following additional documentation:
- Proof that the label for this order was purchased through Amazon's Buy Shipping
- Tracking information showing attempted delivery at an undeliverable location
- Explanation of Negative feedback and how it is related to the delayed order, and how it should be eligible for Strikethrough removal
Here are my additional documentation that I submitted, along with their denial message below. I am not sure what else to do at this point. If anyone can provide some input, it would be much appreciated. Or if someone from Amazon seller support can help provide a explanation. Thank you.
---------------
Hello from Amazon Selling Partner Support,
Thank you for reaching out to us regarding removal of the feedback for order ID: 112-3093354-2645813.
We understand that your business got impacted due to this, we will ensure to provide useful information in your matter.
We understand that you did not anticipate the last resolution provided, please allow us to extend a sincere apology for the inconvenience this has caused you. Let us review this for you right now.
We have reviewed our prior decision and determined that this feedback does not violate our policies. This is our final decision regarding the feedback for this order.
The best way to deal with negative feedback is to resolve any transaction issues with the buyer. The buyer could then remove the feedback if they feel it is appropriate.
Under Feedback Manager, you can also post a public reply to a specific feedback. Follow these steps outlined to post a public reply to specific feedback:
1. Go to the Feedback Manager:
https://sellercentral.amazon.com/feedback-manager/index.html
2. In the Recent Feedback table, next to the Order ID, select Post a public reply under the Actions column.
You can resolve this matter after addressing the buyer’s concern or posting a public reply.
Thank you for selling with Amazon,
Jitendra [C] S.
Amazon.com Seller Support
Seller_z1JDNz6de1lqc
It is that time the angry holiday shoppers have arrived. We average 3 positive feedback per 1500 shipped orders I think there is a major flaw in that system! We currently have 2 angry customers that continue to argue over their returns. One claims they have the right to open use and inspect item first other is complaining about wear on items outer box only seen if you zoom in and has nothing to do with the item itself but they claim the $46 item is highly collectable. Both will likely leave their targeted negative feedback. HOLIDAYS YOU EITHER GIVE FREE STUFF OR BE NEGATIVELY ATTACKED! Happy Holidays just wait until real season gets going.
Seller_6bsxKLlsfgTmU
Welcome to my world. I always get that issue. It is not my fault that the address is invalid but we still get the hit.
Seller_R2dP7Hunjcdj0
Firstly, if you had TWO separate orders, and you shipped using Amazon Buy Shipping, than WHY did you ship in ONE box? This is a great way for the Buyer to claim that they did not receive one of the orders.
While it is possible to combine orders by confirming the tracking number, you must realize that the Buyer paid 2 separate postage payments, and would expect to receive 2 separate packages.
I also believe that Amazon as well would want you to ship in 2 separate packages.
IF the buyer had wanted the items shipped together, THEY could have placed the order that way (and save themselves the extra postage instead if you taking it).
You should consider yourself lucky that the Buyer didn't claim INR for one of the items and files an A-Z Claim, as you would almost certainly have lost.
As for the Feedback, there is nothing that you can do except to respond with the facts: The provided address was deemed Un-Deliverable.
Seller_Ha6JyVvDK6Ybs
you wins some and you loose some its like a flip of a coin if there correct wording is not in their feedback they will not remove no matter what even if it is clearly not your fault because it is how the customer FEELS! Then like we do and only get 5 positive per 1500 shipped orders you are just EFFED and conveniently timed right at the start of the holidays. AMAZON FEEDBACK IS POOP! IN IS NOT ACCURATE AND WITHOUT SELLER FEEDBACK AGAINST CUSTOMERS IT IS WORTHLESS!
Seller_n1mh65Ij2NT7L
I remember we sold something and their feedback said it was the worse tablet he ever bought and it was delivered late. We don't sell tablets. We also were accused of selling trashy hats. We don't sell clothing including hats. Think they'd remove this? Nope. Don't fret over the small stuff. You'll never, ever please all the people all the time, even if they're 100% wrong.
