customer claims we shipped to wrong address

[Huckleberry108]

hello.... on the order,,,, customers billing address and shipping address were different, I shipped to the shipping address,,, customer claims the shipping and billing address are the same, and I shipped to the wrong address... shopify deemed the order as free from fraud threat... insights welcome.. 

[vinods]

you can send the order success email screenshot to customer to show that customer has himself/herself entered 2 different addresses 

[Huckleberry108]

I did that, and she claims shopify was hacked?

[vinods]

How can shopify be hacked the checkout is on shopify server system you need to tell that it cannot be hacked.

You can tell your client this that shopify has it's own cloud server it is not on your own server + the payment is safe and secured which is by so and so payment gateway and if the customer says it was hacked how the payment was processed ? it was through her card  right ?

[Huckleberry108]

exactly.... system can not be hacked...  it was through her card yes... I sent a picture of the shopify order with the shipping address and billing address as different... and another picture of a blank check out where one has to type in the shipping address.... unfortunately, fed ex delivered it to an office building and I would have no way to contact them... I believe I am 100% not at fault here... and have explained this to the customer... without flat out claiming that they are 'scamming' me... I am not sure how to proceed... thank you for the insights... 

[vinods]

which is your delivery location i mean which country ?
can you show the proof here by masking the customer details if it is ok

what you can do is tell her that if you want to proof this is scam proof it and update your privacy and refund policy too asap
other option is we can arrange you the delivery again to your another location keeping in mind you are valued customer we can do so but this you need to talk to your management first if there is any.

[vinods]

OK remove this asap noted so just talk to her or if you want any help how can i help feel free to ask

[vinods]

REMOVE This screenshot asap

[Huckleberry108]

thank you so much.... I don't know how to resolve this if she really feels that it was not her fault... but she had to have typed in a different shipping address herself, correct? or she is trying to scam us by shipping to another address, but there is no real way to tell.... 

[vinods]

see there is a minor error due to her mis understanding too  here if you see shopify checkout it will first contact information there the user fill the data then it takes the user to shipping page then on payment and on these steps (that is one of these steps) shopify asks billing address so it could be her mis understanding too...talk to her ask her if she wants another product on a different address please return the product back to you ... you (merchant) will bear the return cost and you (merchant) will ship another order to different location and you (customer) need no pay any charge i hope this helps

[Huckleberry108]

the problem is, the item went to an address that she does not recognize, in another city... signed for by we do not know who. it is a one of kind piece valued at 400 usd.... she claims she does not know how the shipping address became different... 

[vinods]

Check with FEDEX where the item was delivered ? DID FEDEX create an issue ask for return receipt / received receipt from Fedex if she has enterred all the data correct as you showed in screenshot and if you have given the same adrress to fedex too then it is fault of fedex if they have delivered to different address
USD 400 is a big amount boss talk to fedex asap let me know any help further in communication with fedex

since the amount is big so she is thinking that way it is scam as the product is delivered to different address

[Huckleberry108]

I shipped it myself, I filled out the fed ex invoice as per the shipping address supplied on shopify... fed ex delivered to the right location... the issue lies with how the shipping address is different than the billing address, customer claims they are the same... but as you saw, they were not the same... 

[vinods]

can you call me
as you stated above
unfortunately, fed ex delivered it to an office building and I would have no way to contact them.

is that the same office building address she provided in shopify and you have the same address filled in fedex and then does fedex show the same in thier return receipt
you must have insured it right since the cost is high so there would be fedex provided protection too correct ?

[vinods]

Do you have the screenshot of fedex in which it shows the address which you have filled or do you have the email confirmation of parcel confirmation that you have given to fedex ?

[Huckleberry108]

yes to all of the above... but I have to go out now.. thank you very much for your help. I will get back to you soon.

[vinods]

if i rem the screenshot the shipping address and billing address was same an you email me that screenshot masking her name and phone number

[vinods]

Also if she was going to scam why would she pay you the amount as you have received the payment too right through card correct which is reflecting with you in ur card statement correct

Try to upload the FedEx screenshot and Shopify order address details screenshot masking her name and phone number so

It can be checked again if possible 

[Huckleberry108]

good morning (from Thailand) ... the question remains...how did the
wrong (and random) shipping address appear? the customer would have
had to type it in manually right?

[vinods]

can you dm me the screenshot of customer's shopify order details both shipping and billing masking the name and phone number of customer
as i need to recheck that 
also pls the fedex copy which you have filled showing the shipping address which you entered masking the name of customer + phone number of customer 

[Huckleberry108]

h

[vinods]

?????

[vinods]

PLs remove this screenshot asap

[Huckleberry108]

I believe I did

[vinods]

yes screenshot is gone