We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:
1-Prime Orders & DPD Late Delivery;
We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.
One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.
We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.
Additionally, we can’t claim compensation from DPD as they provided proof of delivery.
2- Amazon EU SRL Orders & Unrecognised Order IDs;
A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.
After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.
SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.
Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?