亞馬遜客戶沒收到貨，tracking顯示快遞由“agent”簽收，地址包含“suite number”等信息。。。

前段時間我把手表寄給客戶（要求簽字和交付確認(rèn)），發(fā)現(xiàn)收貨地址看起來像是一個辦公場所，因為它包含suite number（套房編號）等信息。
跟蹤信息顯示快遞是由“agent”（代理人）簽收的。然后問題就來了：客戶投訴說他沒收到貨。我馬上就去聯(lián)系USPS，問他們到底是誰簽收的，會不會被放在前臺那里？我也叫客戶去確認(rèn)了一下，可還是沒有。
你們有什么建議？是等著客戶提交az？還是直接退款給他？
已邀請:
挖掘海量數(shù)據(jù)，第一時間反映跨境電商行業(yè)的熱門風(fēng)向，為跨境客戶提供真實客觀的市場決策依據(jù)。

Roar&咆哮

贊同來自:

你是通過亞馬遜買的運(yùn)費(fèi)？如果是，你讓買家聯(lián)系亞馬遜，他們會受理這件事。而且他們會退錢給買家，然后你的賬戶不會受影響

顏控C

贊同來自:

USPS一般都會把買家的簽名存檔下來，你讓他們把掃描后的（簽名）復(fù)印件郵寄給你。先看一下對方的名字是什么，然后把這條線索發(fā)給買家

圓圈v

贊同來自:

謝謝回復(fù)！我是通過亞馬遜購買郵費(fèi)的。我剛剛讓USPS的人把簽名發(fā)給我看，上面蓋著章，寫著“authorized agent firm caller”

愿時光待你安好

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樓主你不用退錢，等著他申請AZ吧。只要拿出證據(jù)（簽名）、說清事實就好了

Yvonne、

贊同來自:

你說地址包含suite number等信息？那你的快遞應(yīng)該是被mail forwarding company（郵件轉(zhuǎn)運(yùn)公司）處理的。這個“代理人”可能是一個自動接收郵件的設(shè)備。你去把收貨地址放到Google上搜一下

暮光之城

贊同來自:

樓上說的有道理。可能是“freight forwarder”（貨運(yùn)代理人）收貨的。
你讓客戶跟貨運(yùn)代理人聯(lián)系。還好你有要求signature confirmation

萬花筒

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你可以發(fā)這個郵件給客戶：
“Dear Buyer,
Thank you for ordering from us on Amazon. Your new (item) was shipped (date) by (Carrier, tracking number)
I hear that you have not seen the package, I am sorry for the trouble. I will start the trace process with Amazon and the carrier and if it is not located, I will send further instructions to take this forward through the Amazon process. Please allow a few days for this.
I have attached a copy of the signature card that was signed on delivery from (carrier). It appears that it made it to (address) on (Date). If this is a residence or office, and there is more than one person at the address, could you please check with the other occupants to see if someone accepted the shipment and put it aside for you (such as, in a closet)? It is easy for this to happen, and it has happened before.
(if it is a multi-unit building, can you check with the front desk, concierge or office?)
(If the address is a mail box outlet or a freight forwarder, please check with the company you are doing business with, per Amazon policy, delivery is completed when it is delivered to your agent.)
I have forwarded the information to Amazon, and also, I have contacted (the carrier) about this package information for investigation; their investigator may call you or visit the address to gather more information, if you could please provide any assistance to them it would be appreciated.
Cheers
Seller”

ひ陌予傾年。

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這些是相關(guān)的政策哈，里面有提到：如果快遞是由貨運(yùn)代理人或者是買家的代理人簽收的，（但是快遞沒送達(dá)）那買家申請的AZ會被亞馬遜否決：
“Policy
Product(s) shipped with signature confirmation tracking—tracking shows delivery and buyer claims item not received
If the name on the signature confirmation matches the buyer's, the A-to-z Guarantee team will deny the claim. If the name on the signature confirmation does not match the buyer's, the A-to-z Guarantee team will deny the claim and ask the buyer to follow up with the individual who signed for the package. Guarantee claims for packages that are signed for by a freight forwarder or an agent of the buyer (for example, a receptionist or a family member) will be denied."
Customer policy
"Claims can be denied for a variety of reasons.
The common reasons for a claim being denied include:
The item was received and the seller provided verification of delivery.”

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