SAFE-T claim denied for delivered goods
Our order was delivered 2 days late withing that customer contacted the CSBA and got the refund.
Order was shipped within ship by date as per order
We raised the SAFE-T Claim details: 93712-02680-3941604 with the explanation that the goods were shipped within ship by date and the tracking proves that. The shipping template is enabled with SSA and that should protect us from late deliveries. Additionally there is no valid RMA to state that customer is returning the parcel.
Therefore our argument is valid for the disimbursement, however an automated response was sent with denial.
Please help!
SAFE-T claim denied for delivered goods
Our order was delivered 2 days late withing that customer contacted the CSBA and got the refund.
Order was shipped within ship by date as per order
We raised the SAFE-T Claim details: 93712-02680-3941604 with the explanation that the goods were shipped within ship by date and the tracking proves that. The shipping template is enabled with SSA and that should protect us from late deliveries. Additionally there is no valid RMA to state that customer is returning the parcel.
Therefore our argument is valid for the disimbursement, however an automated response was sent with denial.
Please help!
5 replies
Xander_Amazon
Hey there, sorry to hear about the frustration with this SAFE-T claim denial. I can see you've done the right things here — shipped within the ship by date and filed your claim with the relevant details.
A couple of things worth noting: while SSA does provide OTDR protection from late deliveries when you ship on time, the SAFE-T claim process itself is a separate evaluation. Sometimes the initial automated decision doesn't fully account for all the evidence provided. The good news is that SAFE-T claims that have been denied can be appealed — you'll want to go to Orders > Manage SAFE-T Claims in Seller Central and submit additional comments or evidence on that existing claim. Make sure to clearly highlight the tracking showing the on-time shipment and that no return was authorised.
If the appeal is also denied and you believe the decision was incorrect, I'd recommend opening a Seller Support case referencing the claim ID and providing all your evidence again. This gives a fresh set of eyes on the situation.
Here's the help page on SAFE-T coverage and eligibility for the UK: https://sellercentral.amazon.co.uk/help/hub/reference/G202175000
