Amazon SAFE-T — partial delivery / “Unable To Deliver” refund
Hi everyone,
I’m looking for some advice from other Amazon UK sellers who have dealt with this situation.
We sell products that sometimes need to be shipped as multiple parcels because Amazon Easy Ship does not allow us to generate multiple Amazon labels for the same order. For example, an order may contain 2 x 10L bottles, so we send one parcel through Amazon/Easy Ship and the second separately with Evri.
We have recently had a number of orders where Amazon has automatically refunded the entire order under “Unable To Deliver”, even though the tracking shows that either:
both parcels were eventually delivered, or
one parcel was delivered and the other was genuinely lost/damaged.
For example, order 205-8891940-5825169 was for 2 x 10L bottles. One parcel was delivered to a neighbour on 06/08/2026, while the second parcel was damaged beyond repair on 10/08/2026. Amazon then refunded the full £25.99 under “Unable To Deliver”.
We do not want to claim for the parcel that genuinely wasn't delivered. We would only be looking to recover the amount relating to the parcel that was successfully delivered.
The problem is that when we try to submit a SAFE-T claim, the available reasons appear to be return-related, such as “I did not receive the return”, which does not apply because the customer never returned anything to us.
What is the correct way to recover money in this situation?
Should this be submitted through SAFE-T, and if so, which claim reason should be selected? Or should this be escalated through Seller Support instead?
Also, has anyone successfully had Amazon reimburse a full refund where only part of a multi-parcel order was actually delivered, or where both parcels were eventually delivered after Amazon had already auto-refunded the customer?
Any advice on the correct process would be greatly appreciated.
Amazon SAFE-T — partial delivery / “Unable To Deliver” refund
Hi everyone,
I’m looking for some advice from other Amazon UK sellers who have dealt with this situation.
We sell products that sometimes need to be shipped as multiple parcels because Amazon Easy Ship does not allow us to generate multiple Amazon labels for the same order. For example, an order may contain 2 x 10L bottles, so we send one parcel through Amazon/Easy Ship and the second separately with Evri.
We have recently had a number of orders where Amazon has automatically refunded the entire order under “Unable To Deliver”, even though the tracking shows that either:
both parcels were eventually delivered, or
one parcel was delivered and the other was genuinely lost/damaged.
For example, order 205-8891940-5825169 was for 2 x 10L bottles. One parcel was delivered to a neighbour on 06/08/2026, while the second parcel was damaged beyond repair on 10/08/2026. Amazon then refunded the full £25.99 under “Unable To Deliver”.
We do not want to claim for the parcel that genuinely wasn't delivered. We would only be looking to recover the amount relating to the parcel that was successfully delivered.
The problem is that when we try to submit a SAFE-T claim, the available reasons appear to be return-related, such as “I did not receive the return”, which does not apply because the customer never returned anything to us.
What is the correct way to recover money in this situation?
Should this be submitted through SAFE-T, and if so, which claim reason should be selected? Or should this be escalated through Seller Support instead?
Also, has anyone successfully had Amazon reimburse a full refund where only part of a multi-parcel order was actually delivered, or where both parcels were eventually delivered after Amazon had already auto-refunded the customer?
Any advice on the correct process would be greatly appreciated.
4 replies
Seller_tV0U2M0WQW9tl
@NR_Amazon @Dougal_Amazon @Ezra_Amazon @Julia_Amazon @Spencer_Amazon @Winston_Amazon @Ash_Amazon @Sarah_Amzn @Indy_Amazon @Jameson_Amazon @Michelle_Amazon @Yujiro_Amazon @Sandy_Amazon @Indy_Amazon @Arish_Amazon
@Joey_Amazon @Manny_Amazon @Indy_Amazon @Abbie_Amazon
Ken_Amazon
Hi @Seller_tV0U2M0WQW9tl,
Thank you for posting. Multi-parcel orders where Amazon issues an automatic full refund under "Unable To Deliver" can certainly be frustrating, especially when you have tracking evidence showing successful delivery of at least one parcel.
In your case, since Amazon issued an automatic refund despite delivery confirmation, SAFE-T is the correct path to pursue reimbursement for the portion that was successfully delivered.
When filing your SAFE-T claim, I'd suggest selecting the reason that most closely aligns with your situation — even if the options appear return-focused. In the description field, clearly explain that this was an automatic refund issued under "Unable To Deliver," that tracking confirms successful delivery of one parcel, and that you are only seeking reimbursement for the delivered portion. Include your tracking evidence showing the delivery confirmation.
Key tips for your claim:
- Provide the Order ID and all relevant tracking numbers
- Include screenshots or carrier confirmation showing the delivery date and status
- Clearly state the amount you're seeking (the proportional value of the delivered parcel only)
- Reference the "Unable To Deliver" refund reason in your description
If the initial claim doesn't go in your favour, you can open a case with Seller Support referencing the SAFE-T claim decision and request a review. Be sure to keep your Case ID from any interactions, as this is essential for any further escalation.
Going forward with multi-parcel shipments:
Since Amazon's system generates only one shipping label per order, sending a second parcel via a third-party carrier means that parcel's tracking isn't linked to the Amazon order. This can trigger automatic refunds when the system doesn't detect delivery through its own tracking. Where possible, consider noting in your shipping confirmation that the order ships in multiple parcels.
I hope this helps point you in the right direction. Wishing you the best with your claim!
Best Regards,
Ken
Seller_tV0U2M0WQW9tl
Hi Ken,
Thank you for confirming that SAFE-T is the correct route for these cases.
Unfortunately, this is exactly where we are having a problem. We followed the SAFE-T process and provided both tracking numbers and proof of delivery, but Amazon has rejected the claim twice by applying the 20-day lost-in-transit rule to the Easy Ship parcel, even though we have repeatedly explained that we are not claiming reimbursement for that parcel.
Our claim is only for the separate parcel that was successfully delivered. Amazon refunded the full order even though 1 of the 2 items was delivered, and we are only asking for the value of that delivered item.
Order: 205-8891940-5825169
SAFE-T: 80853-57566-1383808
Easy Ship tracking T05PHA0031459968 = damaged in transit — not being claimed.
Evri tracking H061WA0000455054 = successfully delivered — this is the parcel we are claiming for.
Amazon refunded £25.99, and we are requesting only £12.99 for the delivered portion.
Could you please advise which SAFE-T claim reason/sub-reason Amazon expects sellers to select for this exact scenario, as none of the available options appears to describe a partial delivery followed by an automatic “Unable To Deliver” full refund?
We would also appreciate clarification on how Amazon wants sellers to handle these multi-parcel orders where Easy Ship only provides one label.
Thank you.
Xander_Amazon
You're right that this is a tricky scenario, especially when one parcel in a multi-parcel order was delivered successfully but the full order got refunded because of the other parcel's transit issue.
