4 ms·

Amazon India can't do this - or that is what they have told me. This has happened with me multiple times. I ordered an item that I didn't want anymore and they

Amazon India can't do this - or that is what they have told me. This has happened with me multiple times. I ordered an item that I didn't want anymore and they clearly said they can't do anything about it and I should just refuse accepting it or raise a return and refund later which they assured on email they would do. Strangely, they said they can re-route the package to another address if I tha is what I wanted. So I said why not reroute to themselves or the seller? Well, that also was not possible. Weird. As for delivery people scanning something like refused delivery or so (incorrectly) - it's very regular with Amazon in India (pretty sure with others as well; but I have pretty only been ordering from Amazon of late). Amazon gives you a pretty wide delivery time range - something like 7am to 9pm - yup that wide and there is no way for you know of a shorter time window. Now the delivery folks are extremely overloaded and overworked. So you wait and wait and wait and suddenly at 10pm, sometimes even at 11pm you receive a SMS saying something on the lines of "not present at address", "attempted delivery failure" and you know that was not the case. After a while you give up even raising this issue with Amazon.

toast0 3y ago
> Amazon India can't do this - or that is what they have told me. This has happened with me multiple times. I ordered an item that I didn't want anymore and they clearly said they can't do anything about it and I should just refuse accepting it or raise a return and refund later which they assured on email they would do. Can't and won't are easily confused. Probably Amazon (India) won't recall the package, and the customer service rep can't request it per policy. Likely their delivery contract includes return shipping for refused packages at a lower rate than recalled packages. But if it's a pricing error of thousands of pounds, it may make sense to pay for a recall; I've also seen recalls for gross packaging errors, if the shipping department sends a carton of items instead of unboxing the carton and sending the individual items as expected. It's much easier to ask the carrier to recall the package than to work with the customer, although proper notice to the customer should be included... For one thing, carrier recalls don't always work.
- crossroadsguy 3y ago
  > Can't and won't are easily confused If you notice the entire sentence, after the hyphen as well, it clearly mentions what it was. I will spell out - they said they "couldn't" and I added that is what they told me. As in they stated on a recorded call and then also sent an email stating just that that "they can't". Besides > customer service rep can't request it per policy …. .. contract includes .. .. Is it meaningfully different from "can't" or "won't" or "don't usually"? I don't think so. And when it's a case of an exception then of course all it needs, among other methods, is one call from some supply chain manager at the seller to the supply chain manager at the courier/shipper and it gets done, irrespective of what their CRM/CMS/or IT infra supports or not.
  - toast0 3y ago
    Amazon won't, so their reps can't.
kshacker 3y ago
I had a similar "delivery failure" experience in bangalore anomaly a decade ago and that too from courier company FedEx which kinda guarantees delivery times. When I talked to the guy the next day, he apologized and said there were too many packages and that's the only way they see to push things to next day without getting docked for it. Shitty but that seemed to be the common practice - not that I ran into it again just going by how it was explained to me. And then I have had it happen a couple of times here in US I think mostly during early Covid days probably when the prime delivery was new and still building its edge conditions around deliveries (taking pictures, emails split second after delivery).
ankit219 3y ago
They can recall if the seller requests a recall for any reason. Not the customer. Typical use cases include wrong product sent, wrong packaging, missed an item etc. It's a rare scenario but it has happened to people I know. From a customer's perspective, they cannot recall. Likely, if you order via Amazon with Amazon delivery, the contract they have with the seller for Amazon delivery mandates them to deliver it to the user. Every seller is charged for returns/replacements as well and so it would be kind of confusing and arbitrary if they just returned the product on the way to delivery.
crazygringo 3y ago
> sometimes even at 11pm you receive a SMS saying something on the lines of "not present at address", "attempted delivery failure" and you know that was not the case LaserShip in the US is notorious for this. Amazon uses it for a lot of same-day/1-day stuff, and I'd say at least 80% of the time I get a fake "not present at address" around 9:30 pm that evening, and it actually gets delivered the next afternoon. I have to assume LaserShip has some contract that they have to deliver x% of packages on time, and this is how they manage to avoid that entirely. And I'm sure Amazon is 100% aware, but they don't care because if somebody calls customer service to complain, they just blame it on LaserShip.

toast0 3y ago

> Amazon India can't do this - or that is what they have told me. This has happened with me multiple times. I ordered an item that I didn't want anymore and they clearly said they can't do anything about it and I should just refuse accepting it or raise a return and refund later which they assured on email they would do. Can't and won't are easily confused. Probably Amazon (India) won't recall the package, and the customer service rep can't request it per policy. Likely their delivery contract includes return shipping for refused packages at a lower rate than recalled packages. But if it's a pricing error of thousands of pounds, it may make sense to pay for a recall; I've also seen recalls for gross packaging errors, if the shipping department sends a carton of items instead of unboxing the carton and sending the individual items as expected. It's much easier to ask the carrier to recall the package than to work with the customer, although proper notice to the customer should be included... For one thing, carrier recalls don't always work.

crossroadsguy 3y ago
> Can't and won't are easily confused If you notice the entire sentence, after the hyphen as well, it clearly mentions what it was. I will spell out - they said they "couldn't" and I added that is what they told me. As in they stated on a recorded call and then also sent an email stating just that that "they can't". Besides > customer service rep can't request it per policy …. .. contract includes .. .. Is it meaningfully different from "can't" or "won't" or "don't usually"? I don't think so. And when it's a case of an exception then of course all it needs, among other methods, is one call from some supply chain manager at the seller to the supply chain manager at the courier/shipper and it gets done, irrespective of what their CRM/CMS/or IT infra supports or not.
- toast0 3y ago
  Amazon won't, so their reps can't.

kshacker 3y ago

I had a similar "delivery failure" experience in bangalore anomaly a decade ago and that too from courier company FedEx which kinda guarantees delivery times. When I talked to the guy the next day, he apologized and said there were too many packages and that's the only way they see to push things to next day without getting docked for it. Shitty but that seemed to be the common practice - not that I ran into it again just going by how it was explained to me. And then I have had it happen a couple of times here in US I think mostly during early Covid days probably when the prime delivery was new and still building its edge conditions around deliveries (taking pictures, emails split second after delivery).

ankit219 3y ago

They can recall if the seller requests a recall for any reason. Not the customer. Typical use cases include wrong product sent, wrong packaging, missed an item etc. It's a rare scenario but it has happened to people I know. From a customer's perspective, they cannot recall. Likely, if you order via Amazon with Amazon delivery, the contract they have with the seller for Amazon delivery mandates them to deliver it to the user. Every seller is charged for returns/replacements as well and so it would be kind of confusing and arbitrary if they just returned the product on the way to delivery.

crazygringo 3y ago

> sometimes even at 11pm you receive a SMS saying something on the lines of "not present at address", "attempted delivery failure" and you know that was not the case LaserShip in the US is notorious for this. Amazon uses it for a lot of same-day/1-day stuff, and I'd say at least 80% of the time I get a fake "not present at address" around 9:30 pm that evening, and it actually gets delivered the next afternoon. I have to assume LaserShip has some contract that they have to deliver x% of packages on time, and this is how they manage to avoid that entirely. And I'm sure Amazon is 100% aware, but they don't care because if somebody calls customer service to complain, they just blame it on LaserShip.