Handling Post-Order Problems

The majority of end-of-year sales on Amazon.co.uk go well, but occasionally you may encounter a problem.  Let’s look at some of the most common things that could go wrong with an order and the ways to handle them.  

The buyer has made a mistake with an order and wants to fix it.

Here are the most common things buyers may ask you to do to fix an order and how you can respond:

Cancel the order.

• If you have not yet dispatched the order, you can cancel it.  Buyers only have a 30-minute window to cancel their own orders, but you can cancel them up until the time you dispatch them.
• If you have already dispatched the order, you can't cancel it, but you can ask the buyer to return it for a refund. It's best to wait until you have the item in hand again before you refund the buyer.

Upgrade the shipping.

• If you have not yet dispatched the order, it is up to you to decide whether to upgrade the delivery at the buyer’s request.  Sellers aren't obliged to provide a service that a buyer hasn't paid for or to accept promises of future reimbursement from buyers (sellers can't invoice buyers for extra costs, including postage).
• If you have already dispatched the order, provide the buyer with information about the delivery method you used, give them a realistic timeframe for delivery, and ask them to be patient.

Dispatch the order to a different address.

• If you have not yet dispatched 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 place a new order with you on Amazon.co.uk  using the correct address.  Amazon policy requires sellers to dispatch only to the address provided in their Seller Account.
• If you have already dispatched the order, and the buyer states that they won't receive the package at the address they provided, it may still be possible for them to get the package re-routed if they know the recipients. Undeliverable packages should be routed back to you and you can then refund the buyer.  Since there will be extra routing steps, the best course here is to ask the buyer to be patient.