Here we go again....SAFE-T automated denial.
First, the new process for a SAFE-T claim was a surprise, but it isn't any better. Going through multiple screens without being able to refer back to the previous info was not helpful. Some of those dropdown choices didn't make any sense, either. Who is developing this stuff, and who does user validation testing?
Anyway, I just received a return with the "item defective" reason...because of course I did. The customers own note? "I ordered the wrong size."
SAFE-T claim filed under "wrong return reason used." Instant, automated denial. I resubmitted it, and fully expect another denial.
I have another one currently in the mail that was returned as "wrong item sent." However, their note explaining what they received...is exactly what they ordered. I assume I can expect an automatic denial for this one too, right? **facepalm**
5 replies
Seller_MibskO25ZSjBJ
Oof, yeah—it sounds like you're dealing with peak "automated system with no human logic" territory. The new SAFE-T process is rough, especially when it’s clearly not built with actual sellers in mind. If you can’t review what you already submitted and you're stuck navigating confusing dropdowns that don’t reflect reality, that's a UX fail. Big time. As for the claims: "Item defective" when it was a wrong-size order: Classic. That mismatch is frustrating because the customer's own words prove it wasn't a product defect. But unless the system is reading those notes (which it’s clearly not), you get the auto-denial. Wrong item claim, but they describe the correct item: Another case where the return reason doesn’t match reality, but unless the AI gods bless your case, you're bracing for another rubber-stamped rejection. You're stuck in the middle of customer confusion and automated nonsense, with no real human in the loop to apply logic. Do you ever escalate these claims? Or have you found a workaround—or is it just submit, get denied, repeat, rinse, rage? ********if you need more help
[Moderator Edit: removed personal solicitations]
Seller_ElNLVxVohDOit
To my surprise, my appeal was approved this morning. However, that doesn't excuse the horrible process or automatic denials.
Joey_Amazon
Hi @Seller_ElNLVxVohDOit,
Thank you for posting here at the forums and sharing your sentiment towards the SAFE T Claim process.
I will make sure to share this with the appropriate team.
Thanks,
Joey
