SAFE-T CLAIM DENIED ON PARTIAL RETURN
I sell a lot of my brand name items in packs and cases whenever possible. didn't used to. but shipping costs are sky high right now. it gives buyers a better PER ITEM PRICE. however, I ran into something I WAS NOT AWARE OFF. when you send a pack of case of something, it is possible 1 or 2 items to be defective and the other ones will be fine. in most these instances, the buyer wants to KEEP the GOOD ITEMS and then return the bad items and get his/her money back. this happened recently on a 2 PACK ($60 cost). buyer filed a return request mentioned that 1 of the 2 items was defective. it was AUTO AUTHORIZED (which I believe is REQUIRED by amazon). it looks to me like the AUTO-AUTHORIZATION triggers a FULL REFUND CORRECT? I opened a case with seller support asking about this. and I think they said, no matter what portion of the order is returned as defective, they will still get a FULL REFUND. and then I would need to file a SAFE-T claim to get a portion of the full refund reversed. anyway, I waited to get the ONE ITEM back and then filed a SAFE-T claim asking to be reimbursed for the item that the buyer kept. I explained the situation on my SAFE-T claim. it's really simple. buyer got refunded for 2 items but only returned one (as the buyer stated only one item was bad) so I request I get reimbursed for the good item.
ANYWAY, they DENIED MY CLAIM. here is the reason:
"The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program."
anyone knows how I get this fixed? will take the loss if I need to, just don't want it happening in the future. I only filed the SAFE-T claim because I opened a seller case and explained the situation to them and they said to get refunded I would need to file a SAFE-T claim. I store and ship all orders myself.
also, is it possible to EXEMPT these PACK and CASE ASIN's from AUTO RETURNS? I've gotten mixed answers from seller support on that. still have my case open and trying to get to the bottom of it. the last thing I want in the future is for a buyer to buy a more expensive ASIN (say 4 PACK for $160) and have one item AUTO RETURNED and I end up losing the entire $160. I basically just gave away $120 of product for free.
I am hoping I just need to change some RETURN SETTINGS.
20 replies
Seller_f4a7xAPCCSMqD
When you filed your SAFE-T claim, did you include pictures of the return shipping label, the packaging and the product outside of packaging to show that not all were returned?
Seller_Zismx4GAprKkX
NO. do you think I need to? I included a screenshot of the RETURN REQUEST where the buyer says "Buyer Comment: One of these does not work, the "screw" inside is broken". are you telling me that isn't enough? I do have the package with the item inside. the RETURN REASON on the CLAIM DENIAL made me think I wasn't lacking any proper documentation. I did an appeal but hadn't heard back . I will sent them a follow up email with a picture of the item I received back and the shipping package (with label). for some reason I don't think that will work.
SEAmod
Hello @Seller_Zismx4GAprKkX
Thank you for visiting the seller forums. I am sorry to learn about your Safe-T Claim. Will you please provide me with either a Case ID or an Order ID so I can research and appeal on your behalf.
Seller_z1JDNz6de1lqc
When they deny they are wrong and do not admit it. We have one where customer swapped out item returned bunch of broken parts covered in superglue we got back $36.52 and $8.53 was never credited and Safe-T claimed this is the maximum limit of the reimbursement that equals to the item value minus the applicable "Selling on Amazon" fees. They will not respond to why I am still being charged $8.53 when customer never returned item just total mail fraud with help from Amazon.
Seller_HCKmA2tMhZ4jE
they have done this to me. this just proves their analysts know NOTHING about products and do not give a care about sellers.
Seller_Ha6JyVvDK6Ybs
Safe-T has been all whacked out lately not consistent and making incorrect decisions costing sellers money and affecting their business. Just clear example Amazon does not need to interfere in returns of items which they have zero knowledge about!
Seller_XOyuvhU4L6GII
My SAFE-T claim was denied despite presenting a substantial amount of evidence regarding the fraudulent return.
In response, I received a rather vague message along the lines of "Denied - Further evidence is required."
Seller_yYmMTCwJZOpvV
Welcome to amazon claims. We had a typewriter switched out 600 dollar one stating no longer needed got it back and got whole different model that was destroyed amazon gave us our shipping.... that's it in our claim when selling on amazon you need to expect to be scammed thankfully only happens around 3-10 times a year in 6000 orders but still hurts
Seller_Zismx4GAprKkX
well, my appeal was denied. the only explanation I got was.....
"There is no reimbursement due on this order.
then they provide a help link to "Shipping costs for seller fulfilled returns" HOWEVER, I was never asking to be refunded for any shipping costs.
so I guess when i sell a 2 pack (3 pack, 4 pack, etc) and the buyer returns one item stating it was defective, they automatically get refunded for the entire order and they get to keep the ENTIRE order for free.
I guess I need to decide whether to axe selling packs or cases. I was doing it because I could ...sell more items and give the buyer a better per item shipping price. shipping costs are very pricey these days. so selling items in packs or cases was very beneficial. I feel lucky I didn't loses hundreds of dollars on this order. for me, it makes it a lot harder to make a decent living selling items individually only.
my return rate for defective items is next to nothing. probably in the top 5 percent of amazon sellers.
BY THE WAY, is it possible to OPT OUT of these AUTO REFUND/RETURNS on these PACK and CASE listings? this seems like one area where amazon should consider making an exclusion.
Seller_Zismx4GAprKkX
UPDATE: so I sent a followup message asking to clarify on their denial.
so this time they said "The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program."
the STRANGE THIS IS, I did open a seller support case regarding this (before I opened the safe-t claim) and I believe they were the ones that recommended I file a SAFE-T claim. yet the safe-T claim teams says they don't handle this type of issue.
