Customer only gives PO Box for parcel shipping
Good Day All!
I'm trying to seek a resolution that is effective and does not damage our metrics.
We ship via FedEx (We are testing Veeqo, but that is not complete yet). Our parcels are large, the biggest is 48 x 21 x 5 (inches) with a weight of up to 108 lbs. With that, we must use a parcel delivery service as opposed to USPS.
However, sometimes, a customer may not read the details of our product and use their PO Box for a shipping address.
Our current options are:
Message/Call customer requesting the street address so we can ship. I would say 90% of the time, we do not get a response by the time we are required to ship.
The only other option is to cancel the order and request they resubmit with the correct address.
Both options hurt our metrics and we've actually lost our Buy Box due to the issues.
For those sellers with large parcels, what is your resolution for handling PO Boxes?
Kind Regards
Jamie
Customer only gives PO Box for parcel shipping
Good Day All!
I'm trying to seek a resolution that is effective and does not damage our metrics.
We ship via FedEx (We are testing Veeqo, but that is not complete yet). Our parcels are large, the biggest is 48 x 21 x 5 (inches) with a weight of up to 108 lbs. With that, we must use a parcel delivery service as opposed to USPS.
However, sometimes, a customer may not read the details of our product and use their PO Box for a shipping address.
Our current options are:
Message/Call customer requesting the street address so we can ship. I would say 90% of the time, we do not get a response by the time we are required to ship.
The only other option is to cancel the order and request they resubmit with the correct address.
Both options hurt our metrics and we've actually lost our Buy Box due to the issues.
For those sellers with large parcels, what is your resolution for handling PO Boxes?
Kind Regards
Jamie
0 replies
Seller_uuiUJi7rf0fpY
Can you disable PO Boxes in your shipping templates, assuming they're active now?
Seller_NxPuqak8YNJEF
FedEx SmartPost delivers the package to the nearest post office, and USPS delivers the package to the PO Box.
Seller_2UkjhY9D9b6bj
UPS, FedEx Smartpost, and USPS will all deliver to a PO Box whether it is too large for the PO Box or otherwise. I'm not sure if Veeqo kicks back the shipment as undeliverable but Shipstation will handle your issues without a hitch.
Seller_3FXAl4uehXWDl
If I am not mistaken if you have Po boxes blocked you may be able to cancel the order without penalty. Look into that possibility. Also send the buyer a message and tell them you ship via Fed ex and they do not deliver to Po Boxes you will need to request to cancel the order in Amazon and reorder providing a valid address. (Do not/Never cancel and order via a message from a buyer. That is a huge mistake by you if you do)
Seller_52pUzzgnsLDGs
Mine is the opposite. I ship USPS. GA can ship from 3.86 to 4.29. I'll get options for UPS only for 13 to 18 dollars. Message. One hour later message again with SECOND REQUEST in caps. If it isn't too late in the day I will do it a third time an hour later. Yes, 99% never respond. Cancel the order. The metrics hit is only for a week.
Seller_Bj4mtabjA2xW0
If others have not already said, do not call the buyers. The Manage Orders page specifically notes :
"Customer phone number privacy
This phone number is for use by the carrier during delivery. If it includes an extension, provide that to the carrier. Go to to Prohibited seller activities and actions for details on appropriate use of customer personal information."
Seller_APRtaC6lplB3D
"I have the answer and it works everytime"
I would ship the item
package is 4x4x4
and weighs 08 oz.
Y, so you do not have to pay a big shipping fee because you are going to refund the label anyway.
Then refund the shipping label first
hit F5 refresh your screen and refund the order as "delivery promise not met"
You will get a 20% refund on your 15% Amazon commison fee the 80% of that 15% Amazon will keep.
You will be fully refunded for the shipping label in about 10 days because you NEVER shipped the item.
The customer can not file an a to z claim, because you already refunded them.
Your metrics will be 100% (most important) because you used a buy shipping label, so even though you never shipped it, you remain 100%
Customer can not leave 1 star saying they never got it, buy shipping label was uses, so this feedback would be croosed out.
The customer then messages you and you should message them first after 2 days, telling them we are very sorry your package could not be delivered because you have a PO BOX, please update your address.
This will protect you account which is the most imporatant and your servicing the customer at the same time.
WORKS EVERYTIME
Bryce_Amazon
Greetings @Seller_UnYuMgN4xwPj4,
I'm glad to see other sellers chime in here with some recommendations - let us know which ones you found most helpful!
Additionally, as others have mentioned, refrain from calling buyers directly and instead utilize Buyer-Seller Messaging when you need to communicate with buyers (as it is the only approved communication method). Best of luck to you!
- Bryce
