SAFE-T claim for FBM customer-damaged return was only 20% of claim value
I am only receiving bot responses to my SAFE-T appeals, that fire back generic responses within a couple of minutes each time.
In short - customer returned item as "no longer needed" 51 days after purchase. Amazon gave full refund at first scan.
Item had been torn apart and used. 20% of product (a glue) used/missing and returns shipping label stuck to product so all the packaging is trashed too. Pretty clear cut case.
Images and the most concise of explanations were submitted in claim. Amazon granted only 20% of the claim value. They listed reason as "Amazon damaged", which is incorrect as the order was fulfilled by merchant and returned directly to us.
Spoke to Amazon on the phone but they say SAFE-T can only be discussed via the claim messaging box (where I'm getting the bot responses).
How do I challenge the reimbursement amount?
I will add - I have asked them specifically, "why was I only granted 20% of the claim value?" and "why was the reason listed as Amazon damaged when order was FBM?", but all they will say is:
We have reviewed the information that you provided and have denied your reimbursement request for the order X. We understand that you may not agree. However, we stand by our decision.
SAFE-T claim for FBM customer-damaged return was only 20% of claim value
I am only receiving bot responses to my SAFE-T appeals, that fire back generic responses within a couple of minutes each time.
In short - customer returned item as "no longer needed" 51 days after purchase. Amazon gave full refund at first scan.
Item had been torn apart and used. 20% of product (a glue) used/missing and returns shipping label stuck to product so all the packaging is trashed too. Pretty clear cut case.
Images and the most concise of explanations were submitted in claim. Amazon granted only 20% of the claim value. They listed reason as "Amazon damaged", which is incorrect as the order was fulfilled by merchant and returned directly to us.
Spoke to Amazon on the phone but they say SAFE-T can only be discussed via the claim messaging box (where I'm getting the bot responses).
How do I challenge the reimbursement amount?
I will add - I have asked them specifically, "why was I only granted 20% of the claim value?" and "why was the reason listed as Amazon damaged when order was FBM?", but all they will say is:
We have reviewed the information that you provided and have denied your reimbursement request for the order X. We understand that you may not agree. However, we stand by our decision.
4 replies
Xander_Amazon
Hey there, sorry to hear you're running into a wall with this. Receiving a used and damaged return and then not getting a fair resolution is understandably frustrating. For SAFE-T claims on self-fulfilled orders in the UK, the key is to make sure your appeal through the Manage SAFE-T Claims page includes very clear, timestamped photos of the returned item showing the damage, the used product, and the return shipping label stuck to the packaging. When you respond in the claim messaging box, keep each reply focused on one specific point — for example, one message addressing that this was an FBM order (not Amazon fulfilled), and a separate one challenging the reimbursement percentage with your evidence. Sometimes resubmitting with additional detail or a slightly different angle in your explanation can help get it in front of a different reviewer. You can manage and track your claims here: https://sellercentral.amazon.co.uk/help/hub/reference/G202175000. If you continue to feel the decision doesn't reflect the evidence you've provided, I'd also recommend opening a new Seller Support case referencing the SAFE-T claim and specifically requesting a manual review of the reimbursement amount. I've flagged this for further review on my end as well.
Seller_Y0ydmxdE8ED0y
Thanks for your response. I contacted Seller Support but unfortunately they do not understand that submitting an appeal through the Safe-T page only receives an automated response, not a manual review.
The automated response did not correct the incorrectly classified damage reason code (they listed as 'Amazon damaged' but the order was FBM and customer return sent directly to merchant.)
My case ID is 12547310042
Thanks
