Safe-T Claim Failure
@Julia_Amazon, @Winston_Amazon etc
What do I do here? I’ve had a complete failure on a Safe-T Claim.
Customer opened return request claiming item missed estimated delivery date and returned the product, with a refund processing following the refund at first scan policy.
However, I not only have tracking showing the order arrived within the estimated delivery dates on the order, the customer returned the product back to me within the estimated delivery time frame - so in no way can this order have been delivered after the estimate delivery date.
So, customer has a full refund, and I follow the Safe-T claim policy and open a safe-T claim with the reason the customer used an inaccurate return reason code - open and shut case.
I have now been denied three times because the ‘Account Specialist’ has deemed that the return is on its way back to my address and when it arrives, that I can deduct the label costs from any refund.
I CAN’T! The ‘Account Specialist’ does not know about Refund at First Scan it seems. I have linked to the policy, I have explained 4 times now - every time its denied with the same reason that I can deduct from the refund when I cannot.
I’ve even opened a case log but they’ve sent me back some rubbish about A to Z Claims instead of Safe-T Claims.
So I’ve reached an impasse. Is the next approach managingdirector@amazon.co.uk?
The refund I’m after is minimal, but if this is going to happen on EVERY Safe-T claim of a similar nature - its indicating a complete lack of training, or if I’m being cynical, poor bot programming.
Where do I go next? I can’t keep appealing the Safe-T claim and getting the same result.
Seller_g9A9pMrqcDqa1
OP, did you open the Safe-T claim before the item arrived with you? If I receive a return with missed delivery date as the incorrect return reason, I always wait for the item to be returned and then take the photos required, one of which will be a screenshot of the expected delivery dates and the tracking showing the actual delivery date. I’ve had them all refunded within 24 hours.
31 replies
Winston_Amazon
Hey @osgood,
I think you have received some new communication in regards to the Safe-T claim, can you confirm?
Regards,
Winston
Seller_xUKHc5xSYJmI4
I just want to make you aware the prepaid returns tracking is not accurate. Says carrier has picked up when they haven’t. When we check the tracking information on the courier website there is no information.
The only time the customer gets refunded is when the courier has delivered the return back to you. The issue you will find is when the contracted courier has lost the order and the courier has not contract with the seller and therefore cannot process a claim.
Seller_SITNVuZK87zGK
Let me try again.
- The product was £8.95
- They returned it, reason was missed estimated delivery when it didn’t
- A label was generated - lets say the cost is £3.25 - once that is scanned, and it has been, I’m billed for it
- Through refund at first scan, the customer got a refund of £8.95 (because missed delivery date is seller pays for return)
- but the order didn’t miss the delivery date
- So I’m trying to get the return label costs back
Seller_OC4AKQTpHwKwL
Dear Climb Europe,
This is to confirm that SAFE-T claim ID: 47094-19304-3061120 has been filed for Order ID: xxxxxxxxxx. Below are the claim details shared by you:
Reason for SAFE-T claim – Item was refunded, but not returned to me
Details of the issue – 203-2446702-0866749
Issued on auto refund 7th Dec
Return reason: Accidental order
Return Shipping Carrier: ROYAL_MAIL with Tracked48 9 days on we still don’t have the map.
We are paying outbound shipping for mistakes by the customer - how can anyone buy something so specific by accident? Then we are messed around by Royal Mail. We have a contract with Amazon, you should only use reliable couriers - that is what Amazon tell sellers.
We have been messed around by seller support please use the order number to verify this. We should have been told immediately to file a safe t.
I would appreciate a swift refund.
Thank you.
Sue Hodson
Seller_g9A9pMrqcDqa1
OP, did you open the Safe-T claim before the item arrived with you? If I receive a return with missed delivery date as the incorrect return reason, I always wait for the item to be returned and then take the photos required, one of which will be a screenshot of the expected delivery dates and the tracking showing the actual delivery date. I’ve had them all refunded within 24 hours.
Seller_fG2nDYGn0L4DN
why did you file the claim if you are getting your item back? Surely you cant have both the item and the reimbursement. The only thing you will lose is the postage cost which always happen in case of all returned orders. You can try to get a reimbursement for the postage cost, but should never expect to get a full reimbursement for an item which will eventually come back to you.
Seller_ATuN59NWPkObT
The Refund at First Scan is a joke tbh.
Refunds should be applied when the item has been returned not before.
Got one from 2 weeks ago, item not back with me, opened a Safe -T claim yesterday - Denied.
So many things wrong from a sellers point of view on here.
Seller_SITNVuZK87zGK
I also finally got a refund after 4 appeals.
I opened an A to Z case and the suggestion was if they do deny an appeal that should not have been denied is…
‘If you still feel that the resolution provided for the claim was not fit, you can very well go ahead and file the claim once again with the reason for the reimbursement for the order. Our team will certainly check and provide you assistance regarding the same.’
So, try, try again basically.
