claims are destroying businesses rant
This is the last straw. A lady wanted to return a product, I sent her the label. She emailed me that evening saying the label doesnt work propely. I thought I'd just respond the next today. Then, the next morning, I saw she'd filed a claim, and she'd won it because I didnt respond within 48 hours, even though I responded within an hour. this is just one of many, I can't handle these insane claims anymore. it feels hopeless. I contacted support and they gave a link to safe t claims but none of the orders are eligble. Does Amazon really care??!? no
claims are destroying businesses rant
This is the last straw. A lady wanted to return a product, I sent her the label. She emailed me that evening saying the label doesnt work propely. I thought I'd just respond the next today. Then, the next morning, I saw she'd filed a claim, and she'd won it because I didnt respond within 48 hours, even though I responded within an hour. this is just one of many, I can't handle these insane claims anymore. it feels hopeless. I contacted support and they gave a link to safe t claims but none of the orders are eligble. Does Amazon really care??!? no
9 replies
Seller_Fg2fqaWOnEtha
That's why I am jumping up and down with joy when I finish the day with more sales outside Amazon than on Amazon. It's the proverbial light at the end of the tunnel.
Seller_IQo80d99W2DzP
Appeal the A-Z Claim.
Screenshot proof of everything to a single page jpg (sometimes they may read a PDF).
It seems once you have any messages with a Buyer, and 48 hours have passed by, they can then raise an A-Z Claim.
Example:
2 January they email you ask about an item.
2 January you reply.
9 January 1pm, they buy from you, any item.
9 January 2pm, you post the item.
9 January 3pm, they email saying can they have a refund, post to a new address, anything.
9 January 4pm, they can raise an A-Z Claim, as that is 48 hours after the initial contact on 2 January.
They do not have to give you 48 hours to reply from the 9 January 3pm email, as the previous email is on the Amazon system, so a claim is possible!
Seller_vsrFSsunqL9i1
I have just had the same, buyer refused delivery, messaged for va refund then I replied within the hour and Amazon have granted an a-z claim saying I did not respond within 48 hour - what is going on with the messaging system?
I’m a low volume seller so this has impacted my ratings
Seller_N0kQDKMgwda6y
Does Amazon really care??!?
Not in the slightest. If they did they would have a team of knowledgeable experienced, helpful people who can interact effectively with the Amazon system. Amazon could easily afford this, considering the fees they charge for a fully automated system of connecting buyer to customer, the cost to them for that must be a tiny fraction of what they charge us. They make a huge markup on their system but provide no help worthy of the word.
Seller_EXwt7GyQDq9DX
Have you learnt yet or not ..
Amazon is the biggest scam and fraud of this century.
Xander_Amazon
I totally understand how frustrating this situation must be. It sounds like you responded quickly, but the claim was still granted because of the 48-hour window from when the buyer first contacted you about the label issue.
When a buyer reports a problem and the seller doesn't respond within 48 hours of that initial contact, they can file an A-to-Z claim—even if you responded within an hour to a follow-up message. The key is that 48-hour clock starts from the buyer's first message about the issue, not from when the claim was filed.
Regarding SAFE-T claims, eligibility depends on several factors including whether you used Amazon's Buy Shipping services with Claims Protection, shipped on time with tracking, and the specific circumstances of the order. Not all orders qualify, which is why you're seeing some marked as ineligible.
Here are a few things that can help going forward:
Aim to reply within 24 hours to any buyer contact to stay well within that 48-hour window. When a buyer says a return label isn't working, respond immediately and provide an alternative solution if possible.
Consider Amazon's Buy Shipping services when available, as these can offer additional protections for certain claim types.
Keep detailed records of all communication with buyers through Buyer-Seller Messages, as this can be important evidence if you need to appeal a claim decision.
If you believe a claim was granted incorrectly, you have 30 days to appeal through your A-to-Z Guarantee Claims page in Seller Central. When appealing, provide any proof of delivery, communication records, or other evidence that supports your case.
