Large SFP order refunded and safety claim denied
We received a refund for an SFP order valued at over £200. Unfortunately, the customer did not leave any messages, leaving us without an understanding of the reason for the refund. However, order tracking confirms successful delivery to the customer’s location, as GPS data matches. The order consisted of 100 food item packets, all with a long best-before date, making it unlikely that all were damaged during transit.
Upon raising a safety claim, we received the following reply:
“The item is non-returnable. Orders designated as non-returnable by Amazon are not eligible for reimbursement unless the return reason is buyer faulted. For more information, please refer to our policies.”
The situation feels dubious and unfair as the customer received the order without any apparent issue, yet requested a refund without explanation.
Any recommendations on how we proceed with this as it feels very dubious and potentially fraudulent
Thank you
0 replies
Seller_rGtEcZnu0JTRD
For the order to have been refunded by Amazon, there must have been a return request opened, this will provide the reason that the customer gave for return.
You would also need to advise what reason you gave for the Safe-T claim, as certainly we do dozens of these, and have never had one turned down yet, so they are normally pretty fair.
Seller_K71iKhD8kX1da
After emailing the managing director I got an update in my Safe-T claim to say it had been denied, with exactly the same reply as before.
'Why is this happening?
The item is non-returnable. Orders not returned because they are designated as non-returnable by Amazon are not eligible for reimbursement unless the return reason is buyer faulted"
No clue as to why the customer was refunded. How can this be fair?
