SAFE-T repeatedly rejecting claim by reviewing the wrong parcel – multi-parcel order / partial delivery
Hi,
I need advice from Amazon UK sellers or an Amazon moderator regarding a SAFE-T issue I am currently experiencing.
We sell products that sometimes have to be shipped as multiple parcels. In this particular case, the customer ordered a 2 x 10L twin pack.
Amazon Easy Ship only allowed us to generate one Amazon shipping label, so we had to send the order in two separate parcels:
Parcel 1 – Amazon Easy Ship
Tracking: T05PHA0031459968
This parcel was damaged beyond repair in transit and was not delivered.
Parcel 2 – Evri Next Day
Tracking: H061WA0000455054
This parcel was successfully delivered to the customer's neighbour on 06/08/2026 at 13:17. We have delivery confirmation, delivery photograph and GPS evidence.
Amazon then automatically refunded the full £25.99 order under “Unable To Deliver”.
We are not claiming reimbursement for the damaged parcel.
We are only asking Amazon to reimburse £12.99, representing the value of the one 10L unit that was successfully delivered.
We submitted a SAFE-T claim and clearly explained this. However, Amazon rejected the claim by repeatedly referring to tracking T05PHA0031459968 and stating that the 20-day lost-in-transit period had not passed.
We have explained several times that this is not the parcel we are claiming for. Despite this, the same rejection has been issued again.
This appears to be a fundamental misunderstanding of the claim.
Our claim is not for a lost Easy Ship shipment. Our claim is for the portion of an order that was successfully delivered but was included in Amazon's full refund.
Has anyone successfully dealt with this type of situation?
What is the correct SAFE-T process when:
2 items ordered → 2 parcels shipped → 1 delivered → 1 damaged → Amazon refunds 100% of the order?
We believe the customer should not receive both the delivered product and a full refund for that delivered portion.
We would appreciate advice from an Amazon moderator or another UK seller who has successfully recovered money in this situation.
SAFE-T Claim ID: 80853-57566-1383808
Order ID: 205-8891940-5825169 @NR_Amazon @Dougal_Amazon @Ezra_Amazon @Julia_Amazon @Spencer_Amazon @Winston_Amazon @Ash_Amazon @Sarah_Amzn @Indy_Amazon @Jameson_Amazon @Michelle_Amazon @Yujiro_Amazon @Sandy_Amazon @Indy_Amazon
SAFE-T repeatedly rejecting claim by reviewing the wrong parcel – multi-parcel order / partial delivery
Hi,
I need advice from Amazon UK sellers or an Amazon moderator regarding a SAFE-T issue I am currently experiencing.
We sell products that sometimes have to be shipped as multiple parcels. In this particular case, the customer ordered a 2 x 10L twin pack.
Amazon Easy Ship only allowed us to generate one Amazon shipping label, so we had to send the order in two separate parcels:
Parcel 1 – Amazon Easy Ship
Tracking: T05PHA0031459968
This parcel was damaged beyond repair in transit and was not delivered.
Parcel 2 – Evri Next Day
Tracking: H061WA0000455054
This parcel was successfully delivered to the customer's neighbour on 06/08/2026 at 13:17. We have delivery confirmation, delivery photograph and GPS evidence.
Amazon then automatically refunded the full £25.99 order under “Unable To Deliver”.
We are not claiming reimbursement for the damaged parcel.
We are only asking Amazon to reimburse £12.99, representing the value of the one 10L unit that was successfully delivered.
We submitted a SAFE-T claim and clearly explained this. However, Amazon rejected the claim by repeatedly referring to tracking T05PHA0031459968 and stating that the 20-day lost-in-transit period had not passed.
We have explained several times that this is not the parcel we are claiming for. Despite this, the same rejection has been issued again.
This appears to be a fundamental misunderstanding of the claim.
Our claim is not for a lost Easy Ship shipment. Our claim is for the portion of an order that was successfully delivered but was included in Amazon's full refund.
Has anyone successfully dealt with this type of situation?
What is the correct SAFE-T process when:
2 items ordered → 2 parcels shipped → 1 delivered → 1 damaged → Amazon refunds 100% of the order?
We believe the customer should not receive both the delivered product and a full refund for that delivered portion.
We would appreciate advice from an Amazon moderator or another UK seller who has successfully recovered money in this situation.
SAFE-T Claim ID: 80853-57566-1383808
Order ID: 205-8891940-5825169 @NR_Amazon @Dougal_Amazon @Ezra_Amazon @Julia_Amazon @Spencer_Amazon @Winston_Amazon @Ash_Amazon @Sarah_Amzn @Indy_Amazon @Jameson_Amazon @Michelle_Amazon @Yujiro_Amazon @Sandy_Amazon @Indy_Amazon
1 reply
Xander_Amazon
Hi there, thanks for sharing the details on this. I can see how frustrating it must be when the claim keeps getting rejected based on the wrong tracking number. Since you're only claiming for the delivered portion (the Evri parcel), I'd recommend opening a new case via Seller Support and very clearly referencing only the Evri tracking number with your delivery proof. You can also manage your SAFE-T claims directly here: https://sellercentral.amazon.co.uk/help/hub/reference/GNGYMYPKATHYPHJN. If the claim continues to be denied despite clear evidence, you can appeal the decision through the SAFE-T Communication Centre on the Manage SAFE-T Claims page in Seller Central. Keep all your delivery confirmation, photos, and GPS evidence attached each time.
