⚠️“Major Issue: SAFE-T Claim Window No Longer Shows Selling Price”
We sell higher-value electrical products and, like many sellers, we often face issues with incorrect reimbursements and inconsistent SAFE-T decisions. However, since last week, we have noticed a much bigger systematic problem that seems to affect every claim we raise.
Previously:
When setting up a SAFE-T claim, the Claim Amount displayed the full transaction value.
It then showed as “Under Investigation” and, once settled, we received the reimbursement amount (usually the transaction value minus shipping or small fees). For example, on a £149.95 order, we would typically receive around £137.09 reimbursement. (This was a typical full reimbursement category claim).
Now (since last week):
The Claim Amount is not showing the full transaction value.
Example: For a £104.30 order, the claim is only showing £58.41 as the “Claim Amount.”
After investigation, the “Granted” amount is the same £58.41 — far less than expected. (This was a full reimbursement category claim)
Every transaction we’ve checked shows this same issue.
Seller Support so far has only given us generic responses and confusing explanations, and the issue remains unresolved.
👉 Has anyone else experienced this?
👉 Can a moderator please confirm if there has been a change to the SAFE-T process, or if this is a system error? And how is it justified?
@Julia_Amazon @JiAlex_Amazon
This is a serious concern for sellers, especially those of us dealing with higher-value items. Clear guidance would be greatly appreciated.
Thank you in advance.
⚠️“Major Issue: SAFE-T Claim Window No Longer Shows Selling Price”
We sell higher-value electrical products and, like many sellers, we often face issues with incorrect reimbursements and inconsistent SAFE-T decisions. However, since last week, we have noticed a much bigger systematic problem that seems to affect every claim we raise.
Previously:
When setting up a SAFE-T claim, the Claim Amount displayed the full transaction value.
It then showed as “Under Investigation” and, once settled, we received the reimbursement amount (usually the transaction value minus shipping or small fees). For example, on a £149.95 order, we would typically receive around £137.09 reimbursement. (This was a typical full reimbursement category claim).
Now (since last week):
The Claim Amount is not showing the full transaction value.
Example: For a £104.30 order, the claim is only showing £58.41 as the “Claim Amount.”
After investigation, the “Granted” amount is the same £58.41 — far less than expected. (This was a full reimbursement category claim)
Every transaction we’ve checked shows this same issue.
Seller Support so far has only given us generic responses and confusing explanations, and the issue remains unresolved.
👉 Has anyone else experienced this?
👉 Can a moderator please confirm if there has been a change to the SAFE-T process, or if this is a system error? And how is it justified?
@Julia_Amazon @JiAlex_Amazon
This is a serious concern for sellers, especially those of us dealing with higher-value items. Clear guidance would be greatly appreciated.
Thank you in advance.
14 replies
Roberto_Amazon
Hello! @ChiChi1
Thank you for using the Forums and for bringing this matter into our attention. You mentioned you have brought this for discussion with our Support team, can you please provide the cases?
Regards,
Roberto
Seller_0KdYboYloCiqB
I have noticed this issue as well, for the claim amount they are now using the VAT-exclusive price minus the Amazon fees.
For example, on a £199.99 order they are using the VAT-exclusive price of £166.66 minus Amazon fees (from the VAT-inclusive price) of £36.72, so the claim amount becomes £166.66-£36.72=£129.94
Previously they would use the VAT-inclusive price minus the fees which would be £199.99-£36.72=£163.27.
I have challenged each and every incorrect claim and they are replying with the usual generic message:
"We have reviewed the information that you provided and have denied your reimbursement request for the order. We understand that you may not agree. However, we stand by our decision."
So frustrating!
Seller_CLmNsySJDC75g
Yes!! We have this all the time, they give really random amounts back with no reason why. I've asked previously and had no reply. Had this for months now.
I did write a thread about it but got no reply..
