customer automatically refunded and no return
I have a customer that has made 10 orders on amazon.com and each time the order gets automatically refunded and the customer doesn't return the items... I just get a notification that the item has been refunded.
these are FBM orders,.,, am I doing something wrong>
spoke to seller support about this .. they suggested I make a safe-t claim but when I do it says
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
customer automatically refunded and no return
I have a customer that has made 10 orders on amazon.com and each time the order gets automatically refunded and the customer doesn't return the items... I just get a notification that the item has been refunded.
these are FBM orders,.,, am I doing something wrong>
spoke to seller support about this .. they suggested I make a safe-t claim but when I do it says
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
6 replies
Seller_ZVAz3d5lZuGid
If they are orders from the US, then I believe you have to have a return address in the country they were ordered (but as I only sell in UK, I am not 100% sure).
Seller_IQo80d99W2DzP
It is great for Buyers, just choose an item under a certain value, eg if on Amaon UK, you buy something from a Seller abroad under £25 GBP, and if they do not have a UK returns address, just request a return as no longer needed (unwanted) and you get a full refund, every time!
Free goods and you agreed to Amazon Terms, so can do nothing about it!
(Unsure the amount in USA, but will be similar).
To get over this: you need to pay an agent in the country that you are selling on, so if on Amazon.com, a return address in USA. If in France, a return address in France, etc, etc. Lots of agents! - so will cost you for them to check the item, etc. (Guess why, mmm, Amazon FBA to be used instead???).
If over that value, you can either have an agent in that country, or, provide a pre-paid return postage label back to the UK. So lets say an item is $100 US - you pay for the return, even if unwanted. Once received back, you refund in full, in the usual way, within 2 days.
They suggest to use FBA for abroad, or, do not sell outside the UK, then you do not have these issues.
Seller_tQCfsb3zoC4AP
hello to stop this you need to have a return address in the USA.
Even if that address is just a friend of yours add it as your return address and they will no longer be able to get a refund without returning
Xander_Amazon
The SAFE-T claim system you mentioned is primarily designed for specific fulfillment programs. According to Amazon's policies, SAFE-T claims are generally available for:
- Seller Fulfilled Prime orders
- MFN orders with Prepaid Return Labels
- Easy Ship orders
- VAS (Value Added Services) orders
Standard FBM orders typically don't qualify for SAFE-T claims, which is why you're seeing that eligibility message.
Since this involves 10 orders with the same customer showing a pattern of automatic refunds, this needs escalation beyond standard SAFE-T claims. Request a detailed investigation into why these refunds are being processed automatically.
Keep records of:
- All order IDs involved
- Tracking information showing delivery (if applicable)
- Screenshots of the refund notifications
- Any communication with the customer
These automatic refunds might be related to A-to-Z Guarantee claims filed by the customer. If so, you may be able to appeal those decisions if you have proof of delivery or other evidence.
