Filing and fighting for SAFE-T Claims is becoming harder and harder. Are these claims being reviewed AI, or real people? Either way, the review process needs to be addressed. We have constant refunds being provided to buyers who claim " item not received" although the tracking info clearly indicates on-time delivery. My major question is, why does Amazon feel the need to provide the buyer with a refund, when they can clearly see the tracking info to see the package was delivered. But yet, they want the seller to fight for their money.
Here are 2 examples that we have to deal with on a regular basis when buyer claims " item not received":
EXAMPLE 1:
1) We file the SAFE-T Claim stating the following: "Per the USPS tracking information, the package was successfully delivered to the buyer on time."
2) Amazon responds with: "We have denied your reimbursement request for order 111-111
Why is this happening?
The item is non-returnable. Orders not returned because they are designated as non-returnable by Amazon are not eligible for reimbursement unless the return reason is buyer faulted. For more information about the Amazon return policy, visit "About Our Returns Policies":
3) We respond with the following: "This is not related to a return. The customer claimed the package was not delivered. Per the USPS tracking information, the package was successfully delivered to the buyer on time."
4) AGAIN Amazon responds with: "We have denied your reimbursement request for order 111-111
Why is this happening?
The item is non-returnable. Orders not returned because they are designated as non-returnable by Amazon are not eligible for reimbursement unless the return reason is buyer faulted. For more information about the Amazon return policy, visit "About Our Returns Policies"
5) We respond with the following: ESCALATE TO SUPERVISOR
6) Amazon responds with: We have reviewed the information you provided and we have denied your reimbursement request for order 111-111. We understand that you may not agree, however, we stand by our decision. We cannot share any further information and we may not reply to further communications about this issue.
EXAMPLE 2:
1) We file the SAFE-T Claim stating the following: "Per the USPS tracking information, the package was successfully delivered to the buyer on time."
2) Amazon responds with: We have denied your reimbursement request for order 111-111.
Why is this happening?
You did not use the Buy Shipping Services to ship the item. Reimbursements can only be granted when Buy Shipping Service is used to ship a self-fulfilled customer service by Amazon (CSBA) order.
3) We respond with the following: Yes we did. The shipping label is claims protected. Also, the package was successfully delivered to the buyer EARLY. The shipment was not late
4) AGAIN Amazon responds with: We have denied your reimbursement request for order 111-111.
Why is this happening?
You did not use the Buy Shipping Services to ship the item. Reimbursements can only be granted when Buy Shipping Service is used to ship a self-fulfilled customer service by Amazon (CSBA) order.
This is a never ending cycle of poor Amazon policies and processes that needs to be addressed to support and protect the seller.
