FBA fully refunding all returns, all returns not eligible for Safe-T claims
I sell through FBA, my returns are set to be returned to me if unfulfillable. In the event of being unfulfillable, Amazon's FBA return center is good about noting issues with the returned orders using notes like: "customer damaged", "different item", etc. in the reason for being unfulfillable.
I was expecting to be able to do Safe-T claims at least on these orders however when the order number is used in the Safe-T claim creation process for not just those but ANY/ALL of my returned FBA orders, they just show the following message:
"This order is not eligible for SAFE-T claim. Only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details"
I'm assuming I have some sort of setting or issue that's blocking it because this doesn't make much sense that even noted fraud orders are a 100% refund without any reimbursement to the seller, yet our FBM orders get reimbursement if theres issues. Do I have some sort of setting that's blocking the Safe-T claim system, is there another system for FBA sellers or is this seriously just how FBA is?
2 replies
Seller_f4a7xAPCCSMqD
SAFE-T claims are for FBM orders only. If a customer returns a materially different item on a FBA, then you can open a case with support for FBA returns reimbursement. You will need to include pictures of the return shipping label from FBA, the included packing slip, the LPN sticker, and the returned item outside of any packaging. This is the form I use for these claims:
This was an FBA order. The buyer returned a different item. The buyer purchased a XXXX but returned a XXXX that we do not carry.
This was from Removal Order ID Shipment ID XXXX
the shipment tracking number is USPS XXXX
The item originally ordered was:
SKU XXXX
ASIN XXXX
Order ID XXXX
I will provide images of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.
Tatiana_Amazon
Hi @Seller_yM23qhCQVRNBZ,
I just wanted to jump in here to support the information @Seller_f4a7xAPCCSMqD has already given you. They are correct regarding the FBA orders not being eligible for Safe-T claims. Only MFN orders are eligible for Safe-T claims.
Odrade also provided an excellent template to use for the FBA Reimbursement request so I just waned to provide you with the relevant help page on that process if you had any other questions.
Please let me know if you have any other questions.
Tatiana
