Customer Returned Visably Damaged Item
So we had a case where the customer returned an item to us making a claim that the shipping box was in perfect condition, yet the item in which was in the box was damaged. The item that was sent back was visually used as if they swapped the item out and the screen on the item was cracked in the corner making this item no longer sellable. We did go ahead and file a Safe-T Claim and sent in the necessary photos of the shipping box, shipping label and the contents in which was returned along with its condition. We also showed how the item was sent back which was just tossed in a box far to large with 0 padding allowing the item to free float and bounce around yet:
1. We still lost that claim
2. We have denied your refund request for the order
Why is this happening?
The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program.
I have 1 chance to appeal this. What would be the proper way for me to handle this to win the appeal for this item?
3 replies
Roberto_Amazon
Hello there! @Seller_DaYqvZ1SJ9GN0
Thank you for bringing this matter into our attention. I understand that you still have the option to appeal the SAFE-T, based on my initial findings on this matter, your claim is being denied as it appears the buyer actually reported they received this product with the damage.
On this particular scenario, orders that are damaged in transit to the customer are not eligible under the SAFE-T claim program, as per:
- Orders that are damaged or lost in return transit are not eligible for reimbursement from SAFE-T including the Amazon fees or send shipping label costs. Contractually, you are the shipper of record and may file a claim with the carrier to recover any loss.
If you have additional information to support your appeal, please provide using the Manage SAFE-T claim dashboard.
Thank you for your understanding,
Roberto
