Hello Amazon Seller Support / SAFE-T Team,

We urgently require this matter to be escalated to a senior SAFE-T / Seller Fulfilled reimbursement specialist, as the current process is causing our business significant financial loss and appears to leave us with no practical method of obtaining or challenging the information being used against us.

We currently have over 1,000 refunded orders that require investigation.

The fundamental problem is that we need to establish the exact Amazon return/refund reason code (SL No) recorded against each individual refund — for example, “Accidental order”, “No longer needed or wanted”, “Damaged during delivery”, “Wrong item sent”, “Missed estimated delivery date”, etc., as shown in the attached Amazon reason-code list.

These distinctions are critical because not every refund reason is seller-responsible.

However, we are being told by Seller Support that they can only investigate ONE ORDER AT A TIME. With over 1,000 affected orders, this is completely impractical and prevents us from carrying out a meaningful reconciliation of refunds taken from our account.

There is a second, even more concerning issue with SAFE-T.

We have challenged SAFE-T decisions and supplied new objective evidence, including carrier tracking, proof-of-delivery photographs and information obtained directly from Amazon Customer Support regarding the actual refund reason.

Despite providing new evidence, we are repeatedly receiving effectively identical responses stating:

“We have reviewed the information that you provided and have denied your reimbursement request. We understand that you may not agree. However, we stand by our decision.”

The response does not address the new evidence, explain why that evidence has been rejected, or identify what evidence Amazon relied upon to maintain the original decision.

This creates a very serious concern that appeals containing new evidence are not receiving a meaningful individual review.

For example, where a customer is refunded for alleged non-delivery, we may have carrier-generated photographic proof of delivery. Where the reason is alleged damage during delivery, we may have a POD photograph showing the parcel externally sealed and intact at delivery. Yet we can receive the same generic SAFE-T rejection without any explanation of how the additional evidence was assessed.

We are not asking Amazon to automatically reimburse these orders. We are asking for a transparent and workable process that allows us to identify the exact reason for each refund and receive a fair review of the evidence for eligible SAFE-T claims.

We urgently need Amazon to address the following:

1. How can we obtain/export the exact refund/return reason code for all affected orders in bulk? We cannot reasonably raise 1,000+ separate Seller Support cases.

2. If there is no seller-facing report containing this information, can this be internally escalated for a bulk investigation/export?

3. How do we escalate SAFE-T appeals where new evidence has been provided but the response does not address that evidence at all?

4. Can these claims be escalated for manual review by an appropriately authorised SAFE-T specialist, rather than receiving repeated generic decisions?

5. Where Amazon issues a returnless refund for a non-returnable product, what evidence is used to determine that the refund reason is seller-responsible, and how can the seller access that evidence/reason code?

6. What escalation route exists where the seller believes a significant number of reimbursements may have been incorrectly denied?

This is not an isolated claim. We are dealing with over 1,000 orders, so the financial impact is potentially substantial.

We are fully prepared to provide order IDs, SAFE-T claim IDs, tracking records, POD photographs, refund dates and any other evidence required. What is not workable is being required to open more than 1,000 individual support enquiries simply to discover information that already exists within Amazon's systems.

Please escalate this to a senior Seller Support / SAFE-T reimbursement team capable of reviewing this issue at account level.

We would particularly appreciate involvement from an Amazon Community Manager who can escalate this internally, because standard Seller Support and SAFE-T channels are currently not providing a workable resolution.

Aldbury Goods Limited