Amazon - Change Shipping Address
The other day I was looking for a nice photo frame for my bedroom and I decided to purchase it on Amazon (I only use IOS app). Once decided which one I liked the most, since I was not in need of anything else, I proceeded straight to check out.
Just a second after submitting the order I realized that I did not wanted the item sent to my default address and I gave for granted that I could change the address.
Now, given that I should have imagined that the experience could be slightly different based on shipment characteristic, what happened to me (shipping from Italy to Italy in one day from an Amazon Seller) was a bit frustrating:
“I accessed the order summary sure that I would find an option to change the shipping address” - I thought. "They didn’t even started processing the order. I didn’t received the confirmation email, nor the -item has been shipped email- so I should have time to change shipping details." - I assumed.
But the shipping address field was just not editable and nothing was there suggesting how to edit it, nor if I could actually do it.
I thought it was weird.
After looking for the missing option here and there I decided to google “how to change shipping address on amazon IOS App after submitting the order” and I found this on amazon.com:
To edit orders shipped by Amazon.com, click Change next to each item you wish to modify (billing address, shipping address, payment method, gift options, etc.).
To edit orders shipped by an Amazon Seller, contact the seller by clicking Problem with this order? Note: Sellers can't change the shipping address for you after you've submitted your order. If you need to update the shipping address and the item hasn't shipped yet, you'll need to request a cancellation and order again. If the seller's listing is eligible for Amazon Prime, you'll be routed to Amazon Customer Service to handle issues related to the order.
Nothing about this is mentioned in the order summary in the IOS App, and I didn’t even find the “problem with this order” button (I honestly don’t recall it) which means that anyone in my situation has to figure it out on his own like I did.
By the way… Once I realized that the only way to change the shipping address was by doing all over again. So, I decided to cancel the order.
What I found out at this point is even more interesting: when you cancel the order Amazon gives you the chance to choose among few reasons of canceling.
And guess which reason I found in the list? “I’m canceling because I want to change shipping address”. “Really!? Are they kidding me?” - I thought.
As a user, if I try to access the shipping address section in the order summary it is probably because I want to make sure that I set the right shipping address and, in case I realize it is not the right one, I will expect to be able to change it.
Changing the shipping address after the order submission for sure it is not an easy thing to implement due to technical and logistic reasons. Amazon probably knows that this might be a problem so it’s collecting feedbacks in order to decide whether to implement a feature to manage it or not.
There is a fine line between the “undo” and the “to do it again”. At the end of the day I just had to cancel the order, change the shipping address, and submitting again. But I had to struggle in order to understand what I had to do.
In many cases the lack of clear and prominent informations makes even worst experience.
Whether it’s an Amazon Seller or Amazon itself shipping the product, I would give the users 30 minutes before processing the submission. During this laps of time I would let them do whatever they want with it. After the order submission I would show this kind of message: “you have 30 minutes to review and edit the order, after this time if you want to change shipping address you will have to cancel the order etc…”
In case this would not be possible, God know why, I would make clear that you can’t change the shipping address after the order submission right in the shipping address section in the order summary and I would add a button to call the Amazon Seller directly from that screen.