High value goods refunded due to missed delivery estimates
Amazon's CSBA refunded customer because a parcel did not get delivery by delivered by date on the order.
The shipment was sent via buy shipping program and as per our understandings of the policy
https://sellercentral-europe.amazon.com/help/hub/reference/G7KCD8BYQER79WWJ
It clearly says
Note: You are not eligible for reimbursement if the tracking data shows that you shipped the item late.
However, in this case we have shipped the item as per order details Ship by date: Thu, 20 Nov 2025 GMT
Since we sent the goods using buy shipping program we should be covered for the delayed during the most busiest time of the year. We create SAFE-T claim but it was denied and subsequent appeals are also being denied without proper investigation and following Amazon policies.
How do we get our money reimbursed for the goods that is delivered to customer and they are also refunded?
High value goods refunded due to missed delivery estimates
Amazon's CSBA refunded customer because a parcel did not get delivery by delivered by date on the order.
The shipment was sent via buy shipping program and as per our understandings of the policy
https://sellercentral-europe.amazon.com/help/hub/reference/G7KCD8BYQER79WWJ
It clearly says
Note: You are not eligible for reimbursement if the tracking data shows that you shipped the item late.
However, in this case we have shipped the item as per order details Ship by date: Thu, 20 Nov 2025 GMT
Since we sent the goods using buy shipping program we should be covered for the delayed during the most busiest time of the year. We create SAFE-T claim but it was denied and subsequent appeals are also being denied without proper investigation and following Amazon policies.
How do we get our money reimbursed for the goods that is delivered to customer and they are also refunded?
12 replies
Seller_qaeFM8emsINcu
Was the label actually scanned by the courier on the day it was collected? (in your case Thurs 20 Nov 2025) We've lost a couple of SAFE-T claims due to the item not being scanned by the courier until the early hours of the next day. For example, picked up at 5pm, but not scanned at the depot or the hub until the next day. We now have to make sure each courier scans each parcel onto their vans. Amazon will go on the scanning information no matter what.
Josh_Amazon
Hello @Seller_p940Jehgj1NWn,
I understand the situation you are experiencing with your SAFE-T claim.
To review your case further and provide additional support, could you please share the order ID associated with this shipment?
Kind regards,
-Josh
Seller_p940Jehgj1NWn
Yes, if you check the SAFE-T Claim details: 77448-51196-3114228 we have shared the POD signature. Now since it has been couple of months since the delivery Evri has removed this from the public domain, but we still have the screenshot on the claim.
Xander_Amazon
I know it has been a few weeks since your last post, are you still seeking support?
Seller_p940Jehgj1NWn
Yes we still require the support. The SAFT claim was denied incorrectly.
Josh_Amazon
Hello @Seller_p940Jehgj1NWn,
I understand you're still seeking support for your SAFE-T claim 77448-51196-3114228.
To review your situation further, could you please share the order ID associated with this claim?
Kind regards,
-Josh
Ram_Amazon
Hello @Seller_p940Jehgj1NWn,
Thanks for sharing that Order ID. I've had a chance to look into this.
Unfortunately, the carrier data shows the first scan entering the network was on 21 Nov, which falls after the required Ship By date of 20 Nov. That's what our system uses to determine the ship date, and it's why the claim was denied under the SAFE-T policy.
I know that's not the answer you were hoping for, and I understand the frustration. For future orders, it's worth confirming with your courier that parcels are scanned and accepted on the same day as pickup — that scan timestamp is what determines eligibility when using Buy Shipping.
- Ram
Seller_p940Jehgj1NWn
Hi that does not explain the fact that customer needs to return back the goods if they have obtained the refund. This is high value item.
How do we recover?
