盡量說服客人，讓他們意識到這是他自己本身的失誤，可以這樣子來寫：

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If this is an outdated address, I can imagine a couple of things that might have happened.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

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

樓主是通過亞馬遜配送的嗎？你可以跟客人解釋一下包裹已經(jīng)寄到那個舊地址去了，沒辦法再退款，希望他能理解一下，撤銷AZ。

亞馬遜對這方面有規(guī)定，要嘛找到包裹，要嘛退款。憑良心講，對賣家是挺不公平的。以下是鏈接。
https://sellercentral.amazon.c ... earch

樓主，你可以不退款，但是你的ODR指標肯定是會受到影響的

可以跟亞馬遜陳述細節(jié)，這種情況亞馬遜會關(guān)閉claim。我之前也遇到了一個客戶填錯地址，而且都已經(jīng)顯示妥投了，客戶讓我改地址，我說改不了，他就開了A-to—z

樓主，其實我作為買家也會碰到收件地址填錯的情況，這不是你的錯。建議你在Seller Support里面開一個case申訴一下。

我也碰到過類似的情況，最后退款了，但是沒有影響到我的ODR指標，和亞馬遜那邊好好溝通一下，客氣禮貌一些，應(yīng)該是可以爭取得到的。