Hello,

A customer requested a return, was refunded at first scan.

When we received the item back, it had only the packaging from our product, it was completely empty inside, no product.

Submitted a Safe-t claim, it was denied.

"The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program."

Appealed, and it was again denied.

Contacted seller support, received a similar response:

""The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program". We cannot explain why is that it is not covered due to restrictions."

I don't understand why returning an empty box is not covered by Safe-t claim protection.

Would a Mod be able to look into this and get it escalated to the appropriate team?

@Seller_nS0jcFQNDLG3e @Seller_OOVUXZLmb2UEH @Seller_7e4TizkSOVtBf @Seller_zukQNO61PzGck @Seller_RSwABJNHpHnEZ @Seller_ovM5p622oIbGp

Support ID 15211103311

Claim details: 15873-49575-2367637

Order: 114-7265791-7267453

We had an order where the customer first requested a return, the reason for the return was not as described, and then the item was not returned to us. Amazon refunded the customer. We can't contact the customer. We are enrolled in the CSBA program and applied for a Safe-t claim, which was denied, the reason for denial was： The issue you reported is not covered by the CSBA program.

How can we make a successful complaint and get the money back to us. Need Help!!!

SAFE-T claim ID：55410-36536-1451762

I am noticing a disturbing trend in this forum that, as of the last month, many safe t claims are being denied even though customers are not returning items or they return only part of the order, etc. What is up with Amazon denying valid claims from Sellers? I myself just had an empty box returned to me and the safe t claim was denied. "The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program." Then the program needs to be updated to cover claims when a customer doesn't send back the item. It feels like Amazon is going against its own company policies. The buyer stated, "bought by mistake" and I was also charged with the return shipping label. So not only do I not have my product back so I can resell it at the very least, but I have also now been charged for the original shipping costs and the bogus return shipping! A total loss of over $40 which isn't a lot but when this happens 3 or 4 times a week?! It starts to add up. How is this legal? It isn't and I see a class action lawsuit in Amazons future.