SAFE-T Claim Denied, But Amazon Approved a Late Return?!
I sell FBM and Amazon approved a return on an order that was clearly beyond their 30-day return policy by two weeks. I filed a SAFE-T claim, but it was denied. The response indicated that I could file an appeal, but I am unable to find where to do so. I followed the provided appeal instructions, which directed me to click on "View Message," but there is no link to submit an appeal.
Why would Amazon violate its own policy in this case? And if I were able to submit an appeal, would I have any chance of winning?
SAFE-T Claim Denied, But Amazon Approved a Late Return?!
I sell FBM and Amazon approved a return on an order that was clearly beyond their 30-day return policy by two weeks. I filed a SAFE-T claim, but it was denied. The response indicated that I could file an appeal, but I am unable to find where to do so. I followed the provided appeal instructions, which directed me to click on "View Message," but there is no link to submit an appeal.
Why would Amazon violate its own policy in this case? And if I were able to submit an appeal, would I have any chance of winning?
2 replies
Seller_i6S8knzW6zU6Z
Hi @Seller_mknY8U48Mh6ab,
I understand your frustration with this situation. Let me try to help explain what's happening.
Regarding the late return: The help page Why did Amazon accept a return more than 30 days after purchase? explains that while the standard window is 30 days, Amazon sometimes makes "case-by-case exceptions" to ensure customer satisfaction. Their decisions on returns are final.
About your SAFE-T appeal: I noticed you mentioned having trouble finding where to submit the appeal. According to the "Appeal SAFE-T claim decision" section at Reimbursement for seller-fulfilled network prepaid returns, you'll want to:
Look for your claim on the Manage SAFE-T Claims page with an "Appeal by [Date] [Time]" status. Instead of looking for "View Message," you'll want to use the "reply" option that's available on resolved claims.
A couple of important things to keep in mind:
- You have 7 days from the claim decision to submit your appeal
- You can only appeal once, so include any new supporting evidence that wasn't in your original claim
- The help page specifically mentions not to contact Selling Partner Support about SAFE-T decisions - all communication needs to go through the SAFE-T team via the Claims page
I hope this helps.
Xander_Amazon
A couple of important things to keep in mind:
- You have 7 days from the claim decision to submit your appeal
- You can only appeal once, so include any new supporting evidence that wasn't in your original claim
- The help page specifically mentions not to contact Selling Partner Support about SAFE-T decisions - all communication needs to go through the SAFE-T team via the Claims page
Hi Bob - I cannot stress this enough, as Amazon is very strict on these policies. Any updates since posting?
