Amazon going against their own policy
Hi all. Customer contacts us saying they have not received the item, fine this happens we refund and make a safe-T claim. It won’t allow us to make a claim as it is over 28 days from the order date. A couple of things here.
- They only contacted us yesterday
- In the safe-T area Amazon say up to 90 days of order
They are going against their own policy, how do I go about this…
Cheers
0 replies
Seller_esvgLzKXw2YAl
I was under the impression, that to make a safeT claim, Amazon had to issue the refund and not yourself.
I’m sure the rules changed a while back for this.
Seller_ot1yoI6xVSF8j
Strange because last time I did this I had to refund the customer before I could open a claim… Also waiting for Amazon to do it is deadly as the customer doesn’t like to wait and is instant with the A-Z
Seller_ot1yoI6xVSF8j
Also it says up to 28 days in their message but in the policy it says up to 90 days…
Seller_xUKHc5xSYJmI4
In my opinion if they made the T-Safe claims process more clearer then it would have prevent the seller from making the mistake after the event.
Seller_KKcTTZzy6Jd6Q
The SAFE-T claim policy also says you can’t file a claim for missing or damaged items, you have to raise those issues directly with the courier.
Also as far as I was aware SAFE-T claims can be filed up to 60 days after a refund has been processed… the order date is irrelevant.
I’m curious as to where you’re seeing 90 days? The SAFE-T policies are here: https://sellercentral.amazon.co.uk/gp/help/G202109110
… By any chance are you getting SAFE-T claims and Amazon Shipping claims mixed up?
I see claims filed directly with Amazon shipping need to be filed within 28 days… and I’m 100% sure that used to be 90.
Seller_ot1yoI6xVSF8j
I have done an investigation further and it seems that we are only getting a refund on undelivered items (though showing delivered) up to £25. 80% of our stock is over £25 up to £170. I think it’s time to review our relationship with Amazon… crazy town…
Seller_bhSWqoVh7Pn98
As others have said, to raise a Safe-T Claim, ONLY Amazon Customer Services have had to refund the Buyer.
If you refund the Buyer, you can, but then you cannot raise a Safe-T Claim.
Amazon CS are supposed to look after the Buyer, so if any query, tell the Buyer to contact them.
There are no A-Z Claims with SFP.
If a lost parcel, you then need to raise with the courier and claim if the item is lost/damaged.
RM and DPD insure for £100 max (trade ex VAT) if wanting higher price cover. Hermes, is £20, but no one seems to know how to make a claim (unless anyone now knows), and Amz Shipping, again you claim from them, not sure the cover, as we do not use them.
If you refund the Buyer, you can still make a courier claim. However, I’d still get Amz to action then if located etc and not lost, you can raise a Safe-T Claim.
