Just wondering if anybody else has any experience this this type of this, as it seems as though Amazon are rewarding buyers that open fraudulent A-Z claims, with immunity from Safe-T claims. Details below.

We had a buyer open an A-Z claim, stating they didn't receive their order. We had valid tracking plus a signature showing delivery weeks earlier. We added this to the A-Z claim and the buyer's claim was denied.

A few days later, the buyer started a return, claiming the item was damaged. This is the same item they claimed they hadn't received.

Now the buyer has returned a completely different item back to us, something that is worthless, and due to the return tracking Amazon have issued the buyer a full refund.

I have since tried to open a Safe-T claim for the return, but when I've tried to do this, we get the following message "Orders with an A-to-z claim are not eligible to file claim ."

So we are unable to open a Safe-T claim against this fraudulent buyer, because they opened a fraudulent A-Z claim, which was denied.

The means then, that if a buyer opens a fraudulent A-Z claim which is then denied by Amazon, this only serves to guarantee they can return whatever they like and receive a full refund as the seller isn't able to open a Safe-T claim. Buyers that open A-Z claims which are denied, should not be protected indefinitely from Safe-T claims.

I have contacted support, who have told me to file a Safe-T claim. I told them this was not possible, and they've asked for a screenshot showing the "Orders with an A-to-z claim are not eligible to file claim " message, which I have provided. Yet to receive any further response.

Customer bought an item.

Customer returned a different item. No prior refund applied. Not prime.

I messaged customer and told them I cannot refund without receiving the correct item.

1 week later, suddenly Amazon have refunded the customer.

I open SAFE-T claim - I can't understand why they've refunded him. SAFE-T claim denied.

I'm lost. What happened?!?!

item sent Tracked and signed for.

item shows delivered with photo but customer has opened a claim advising not received.

amazon have refunded from my seller account but not counted the claim as their response is as below, what can i do in these circumstances

The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.