Amazon Customer Service Now Required for SAFE-T?

Order ID 111-4280851-6384232

Case ID 17250647251

I asked why this order isn't eligible for SAFE-T claim and received this response:

We understand that you have contacted us regarding the ineligibility of Safe T Claims for the Order ID: 111-4280851-6384232

Upon checking your account we found that you are Not Registered with Customer Service by Amazon.

Only the seller who are registered with Customer Service by Amazon will be eligible for Safe T Claims.

https://sellercentral.amazon.com/help/hub/reference/GPCE7EEUM5GJ5GD8?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_dir_mcid=amzn1.merchant.d.ABJD3AVIAP3ROS3XERIGZR3MICNA&mons_sel_dir_paid=amzn1.pa.d.ABO7I4Q54TKVNUIQOPMW2WADG5OQ&ignore_selection_changed=true

Broken English aside, is this a new policy now? If we buy shipping from Amazon and there's an issue with the buyer (he returned the item completely used and broken) are we no longer eligible for SAFE-T claims if we refuse to pay Amazon for customer service?

On this page: https://sellercentral.amazon.com/help/hub/reference/GPCE7EEUM5GJ5GD8?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_dir_mcid=amzn1.merchant.d.ABJD3AVIAP3ROS3XERIGZR3MICNA&mons_sel_dir_paid=amzn1.pa.d.ABO7I4Q54TKVNUIQOPMW2WADG5OQ&ignore_selection_changed=true

You may be eligible for a reimbursement in the following cases:

The buyer returned an item in a damaged or unsellable condition, and Amazon determines you were not at fault.

Buyer returned the item completely used and unsaleable. They used the entire syringe and said it didn't work. Sent it back empty.