Non-returnable products – v – safe-t claim serious issues your help needed
Amazon has categorised some of our ASINs as ‘NON-RETURNABLE’ although there is lots inconsistency in the categorisation, but that is another matter. These are mainly Hygienic products such as shavers, epilators, etc. We understand the categorisation and have no objection. Our understanding of this is that the consumer can not return the item as unwanted if the sealed pack is opened, but they can return as faulty or damaged under warranty.
These are all , Seller Fulfilled Prime and these have values between £50 to £150 each. We have recently experienced that many customers just phone Amazon customer service and Amazon refunds them without returning the product. In most cases there is no official return request for us to even know the reason.
So obviously, we follow the Prime rules and raise a SAFE-T claim. Amazon however is rejecting our claims on the basis that;
We can’t see any reference to this in the to this process in the link they are giving and they are refusing to explain.
Clearly this is opening the floodgate to scammers and financed by us. Are any of you facing the same issues? What is the solution? These are adding to a lot of losses.
Where are we going wrong here ?
0 replies
Seller_SITNVuZK87zGK
Doesn’t really help that this is the page for Returns Policy for Seller Fulfilled Prime
https://sellercentral.amazon.co.uk/help/hub/reference/G202188810
Seller_qZO3ZCjoBXEeL
Just speculating, but are they being classed as non-returnable due to being bladed?
I’d be writing to managingdirector@amazon.co.uk with the order numbers and stating that Amazon are not complying with their own published Safe-T and returns policies.
Seller_4jeZD40ha7u4o
Thank you for your responses. No they are non-returnable because of Hygiene factor , this the legality of these category of products , but there is no information clarifying this on Amazon system. We think that the SAFE-T claim team is just reading the statement and rejecting on the basis that because it is NON-Returnable therefore seller has to pay and consumer doesn’t have to return. We know this is not correct.
With regards to writing top the MD, our last 2 emails to MD on other subjects never replied to 
the moderator intervened and resolved the issue.
Seller_4jeZD40ha7u4o
As an update, we opened a case on this matter with seller support and they were simply passing us back to SAFE-T claim team (who is not responding) and are not prepared to discuss details. We kept writing back and eventually case was marked as ‘transferred’ without any reply to advise that it is being escalated. We don’t seem to have received much of feedback from the forum community either.
Considering that there are hundred of thousands of ASINs on Amazon which are under the ‘NON-RETURNABLE’ category so a lot of sellers can be affected . There are even very expensive ASINs, hand made etc. in the same category.
As it stands Amazon are telling us by their action that the customers can order non-returnable products and even without opening a return request can be refunded from our funds for any reason what so ever including unwanted without even returning the product , and they will not honour their obligation under the SAFE-T claim reimbursement even though it was sold as SFP . This is very concerning as Amazon is not complying to their own policies for this category of products. We need this matter clarified.
Can we request to hear from the moderator please?
Seller_4jeZD40ha7u4o
Thank you
@ Julia_Amazon
Can you please help with this issue? It’s getting bigger everyday. More & more refunds
