How do we ever win against a closed Safe-T system?
How are we supposed to ever have Amazon decide a Safe-T claim in our favour when their system is designed at every workflow to show seller is responsible.
Even when proven beyond any doubt that the customer is lying in order to garner the system, Amazon still hide behind a closed door saying seller responsibility without giving us any evidence to show this.
It is not our responsibility when we provide evidence the buyer is lying... it is Amazons responsibility to check this evidence and make an informed decision based on fact and undeniable evidence, not make a decision in favour of the thief.
It is not our responsibility that the buyer lies to Amazon customer services.... it is Amazons responsibility to gather simple evidence of the allegation made by the customer.
It is not our responsibility to NOT allow a customer to return the item for refund.... it is our right under UK law to expect the item returned before refund unless we the legal owner of the goods deems it ok for a returnless refund AFTER we have seen evidence that the customers allegation is correct.
Just had a customer given a refund and our goods because they said the item sent was a "different item"
We took great care and expense to install a cctv packing camera system with 2 cameras at different angles in case of such customer allegation.
Of course we packed the right item, it is clear as day on our cctv, as well as the timestamp on the cctv cameras and the label creation for the item.
Amazons response, same cut and paste reply of seller responsibility.
We now have 4 of these denials in the last few weeks.
Why are Amazon so hell bent on allowing their customers to break the law with this assisted theft from it's 3rd party sellers ?
The complicity of Amazon in these thefts is beyond belief.
We will be writing to our MP and the business secretary with all our evidence gathered.
Amazon should not have a licence to control funds when they have no system in place to gather basic evidence of even a photograph from a customer who makes a complaint to an Amazon employee in a different country from the marketplace it was sold, that gives no fair and just verdict on evidence supplied by the seller.
How do we ever win against a closed Safe-T system?
How are we supposed to ever have Amazon decide a Safe-T claim in our favour when their system is designed at every workflow to show seller is responsible.
Even when proven beyond any doubt that the customer is lying in order to garner the system, Amazon still hide behind a closed door saying seller responsibility without giving us any evidence to show this.
It is not our responsibility when we provide evidence the buyer is lying... it is Amazons responsibility to check this evidence and make an informed decision based on fact and undeniable evidence, not make a decision in favour of the thief.
It is not our responsibility that the buyer lies to Amazon customer services.... it is Amazons responsibility to gather simple evidence of the allegation made by the customer.
It is not our responsibility to NOT allow a customer to return the item for refund.... it is our right under UK law to expect the item returned before refund unless we the legal owner of the goods deems it ok for a returnless refund AFTER we have seen evidence that the customers allegation is correct.
Just had a customer given a refund and our goods because they said the item sent was a "different item"
We took great care and expense to install a cctv packing camera system with 2 cameras at different angles in case of such customer allegation.
Of course we packed the right item, it is clear as day on our cctv, as well as the timestamp on the cctv cameras and the label creation for the item.
Amazons response, same cut and paste reply of seller responsibility.
We now have 4 of these denials in the last few weeks.
Why are Amazon so hell bent on allowing their customers to break the law with this assisted theft from it's 3rd party sellers ?
The complicity of Amazon in these thefts is beyond belief.
We will be writing to our MP and the business secretary with all our evidence gathered.
Amazon should not have a licence to control funds when they have no system in place to gather basic evidence of even a photograph from a customer who makes a complaint to an Amazon employee in a different country from the marketplace it was sold, that gives no fair and just verdict on evidence supplied by the seller.
4 replies
Seller_IQo80d99W2DzP
You forget, there is UK law and then there is 'Amazon law'
Amazon think 'Amazon law' trumps any law of any country.
As a Seller: You are guilty, until you can prove yourself innocent, and even then. no smoke without fire, so Amazon say you are guilty anyway!
Ken_Amazon
Hi @Seller_xU4h6ZbAduf0O,
Thank you for sharing your experience.
I want to share some practical steps that may help with your situation:
- Appeal through the Manage SAFE-T Claims page — Once a claim is resolved, you should see an Appeal button. You can reply to the last message in the communication centre stating your appeal with your CCTV evidence attached.
- Ensure you're using the Guided Refund Workflow — To be eligible for a SAFE-T claim, sellers must use this workflow to assess returned contents and claim restocking fees within the first 4 days.
- Upload your video evidence — Amazon does accept video/image evidence for SAFE-T claims. Make sure your CCTV footage is in a supported format when submitting.
Regarding patterns of buyer abuse:
If you're seeing a pattern (you mentioned 4 denials in recent weeks), this is something that can be escalated. Please share us a case ID if you have already contacted Seller Support about this issue.
Key tip: When filing your SAFE-T appeal, include:
- Your CCTV footage with clear timestamps
- The shipping label creation timestamp
- Any correspondence with the buyer
- The Order ID for each affected transaction
Best Regards,
Ken
