AZ 亞馬遜

要瘋了??！亞馬遜買(mǎi)家填錯(cuò)收件地址，貨被拿走，客人還要求退款，該怎么辦？

最近客人發(fā)了這么個(gè)郵件：”你們把我的包裹寄到三年前住的地方去了，我收不到包裹，請(qǐng)重新派送。” 很明顯是客人填錯(cuò)地址，包裹被別人拿走了，但這不能怪我們啊?？腿烁鷣嗰R遜抱怨說(shuō)包裹沒(méi)收到，發(fā)出AZ了，亞馬遜會(huì)站在客戶(hù)那邊嗎？大家有什么看法？

亞馬遜

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挖掘海量數(shù)據(jù)，第一時(shí)間反映跨境電商行業(yè)的熱門(mén)風(fēng)向，為跨境客戶(hù)提供真實(shí)客觀的市場(chǎng)決策依據(jù)。

小飛象 - 亞馬遜賣(mài)家，專(zhuān)注于跨境電商多年

贊同來(lái)自: 、

盡量說(shuō)服客人，讓他們意識(shí)到這是他自己本身的失誤，可以這樣子來(lái)寫(xiě)：

Dear Customer,

I'm sorry to hear about the problem with your delivery, however I need to clarify that sellers have no access to any personal information in your Amazon account and we can only ship to the address that was provided with your order. If you will look at the attached screenprint of your order (attach screenprint), you'll see the shipping address was provided as (insert address).

If this is an outdated address, I can imagine a couple of things that might have happened. During the check-out process, you are presented with all addresses you have stored in your address book and asked to choose the one you want your order shipped to. Is it possible you clicked the wrong button by mistake?

Another possibility is that you have 1-click ordering turned on, which will submit an order, using details you have previously stored (such as your shipping address) without giving you the chance to review them before confirming the order. While 1-click shopping offers convenience, it also presents a risk of submitting an order in a way you didn't intend, if you forget to update your account details.

If you'll check your order history and bring up the details of your order with us, you'll be able to confirm the shipping address that was provided on your end. Because Amazon requires us to fill orders according to the customer's exact specifications chosen at check-out, we are required to ship to the address you provide. We aren't permitted to ship to a different address, and would have no way to know any previous address of yours in any case.

If you didn't mean for your order to be sent to that address, there are a few things we can do to try and help you recover it. Because the package was addressed to your name at that address, we can hope the people who receive it will mark it return to sender, and it will come back to us. If they don't, we can try sending a letter to the current residents, explaining that the package was sent to them in error and asking if they would be so kind as to reroute it. If you'd like to proceed with this, I'll be happy to send the letter on your behalf, or leave it in your hands if you prefer.

Because we sent the package to the address you provided, and it seems to have been successfully delivered there, I'm afraid we aren't able to offer you a replacement in this situation. Please let us know if you would like us to send a letter to try and retrieve it from the people you had it sent to.

Sincerely,
Seller

這封郵件沒(méi)有明顯說(shuō)是客人的責(zé)任，但最終還是要看客人自己能不能承認(rèn)這個(gè)失誤了。如果原先地址離客人現(xiàn)在的地址不遠(yuǎn)，可以建議他去那邊拿一下。