"Urgent Clarification Needed: Surge in Refunds & SAFE-T Claim Rejections Impacting us!"
We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:
1-Prime Orders & DPD Late Delivery;
We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.
One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.
We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.
Additionally, we can’t claim compensation from DPD as they provided proof of delivery.
2- Amazon EU SRL Orders & Unrecognised Order IDs;
A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.
After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.
SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.
Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?
"Urgent Clarification Needed: Surge in Refunds & SAFE-T Claim Rejections Impacting us!"
We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:
1-Prime Orders & DPD Late Delivery;
We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.
One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.
We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.
Additionally, we can’t claim compensation from DPD as they provided proof of delivery.
2- Amazon EU SRL Orders & Unrecognised Order IDs;
A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.
After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.
SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.
Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?
0 replies
Seller_ZVAz3d5lZuGid
The mods will not be able to help in this situation except for maybe escalating to the correct department - and no mods will see your post unless you actually tag them in.
The whole refund/A-z system is not fit for purpose.
Seller_4jeZD40ha7u4o
@Julia_Amazon
You had helped us before , can you please see if you can again ?
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers to grow so large, and they are now diligently trying to limit their losses in these situations. The SAFE-T claim was created to try and make third-party sellers feel better protected; however, with my experience, it is ANOTHER well-thought-out admin exercise with lots of jumping through hoops to deter a payout.
Seller_iwDZC5h1MCUbw
We get this a lot with DPD, always a SAFE-T rejection. The only option you have is to send the customer a letter before action then a county court claim. Amazon do not want to know unfortunately.
Seller_ct1KRXLrFhYZc
The same issue has happened to us multiple times. Items were delivered one or two days late, even though we had proof of delivery. Customers complained, and Amazon issued them refunds. When we contacted Amazon customer service, we were advised to open a SAFE-T Claim. However, these claims were denied due to late delivery and responded to with AI-generated messages. Since we never received the returned items, we ended up losing both the products and the payments.I would not advise contacting the buyer directly, as it violates Amazon policy. Instead, keep any documentation from the denied SAFE-T Claims for your records and you may need file small claims
Seller_wwgX8SEHvSDvB
My advice, having sold on Amazon for about 10 years, is to just let those things go and factor the cost of returns into your profit margin.
We have zero tolerance of any returned item with even the minutest cosmetic defect. Any returned item that is not absolutely 100% perfect is getting a SAFE-T claim submitted for 'returned item not in original condition'. These tend to mostly be approved with a good percentage of the purchase price refunded.
Seller_PU8ypkNZEJU9p
We've had a "Specailist" reviewing our cases for over 2 months now, its a joke
Seller_raHZbxvpfgJs3
returns are the major reason I’m beginning to focus off Amazon with my 2 7 figure brands. My margins are actually quite good, sales amazing. But returns are just out of control.
Seller_HB2MC8FR8Gmz5
It looks like it is time for a Letter Before Action. Write to Amazon and advise that the refund was issued incorrectly and that you intend to take action via the moneyclaim court service to recover the cost for the refund and costs incurred in pursing the matter. The start action if you need to via moneyclaim online service. It will cost about £70 for a £320 claim. You can include recovering your costs as part of the claim
"Urgent Clarification Needed: Surge in Refunds & SAFE-T Claim Rejections Impacting us!"
We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:
1-Prime Orders & DPD Late Delivery;
We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.
One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.
We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.
Additionally, we can’t claim compensation from DPD as they provided proof of delivery.
2- Amazon EU SRL Orders & Unrecognised Order IDs;
A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.
After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.
SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.
Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?
"Urgent Clarification Needed: Surge in Refunds & SAFE-T Claim Rejections Impacting us!"
We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:
1-Prime Orders & DPD Late Delivery;
We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.
One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.
We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.
Additionally, we can’t claim compensation from DPD as they provided proof of delivery.
2- Amazon EU SRL Orders & Unrecognised Order IDs;
A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.
After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.
SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.
Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?
"Urgent Clarification Needed: Surge in Refunds & SAFE-T Claim Rejections Impacting us!"
We’ve been experiencing a surge in unjustified refunds from Amazon to customers, as well as repeated SAFE-T claim rejections for situations that seem clearly invalid. Below are two examples of what seems like unacceptable decisions, especially given the amounts involved:
1-Prime Orders & DPD Late Delivery;
We routinely ship Prime orders on Sundays using Buy Shipping DPD, but one Sunday DPD failed to show up despite our best efforts (including multiple phone calls). They later wrote and accepted their fault.
One parcel in these , worth £320, was delivered a day late as a result, and all tracking evidence was perfect. The customer claimed non-receipt three days later and was refunded in full.
We raised a SAFE-T claim based on solid delivery evidence, but it was rejected due to the one-day delay although, customer claim was for none receipt. Despite two appeals, they stand by their decision.
Additionally, we can’t claim compensation from DPD as they provided proof of delivery.
2- Amazon EU SRL Orders & Unrecognised Order IDs;
A year and a half ago, we shipped multiple Prime orders from Amazon EU SRL with correct end customer delivery details and delivered promptly. However, we began receiving refunds to customers, but the order IDs didn’t match any records in our system.
After extensive communication, it became clear that these were Amazon’s own orders to customers, but the system still wouldn’t recognise the IDs.
SAFE-T claims were automatically rejected as system can't recognise, and the issue remains unresolved even after over a year and hundreds of pounds involved.
Has anyone else faced similar issues? Any suggestions on how to escalate or get help from the mods?
0 replies
0 replies
Seller_ZVAz3d5lZuGid
The mods will not be able to help in this situation except for maybe escalating to the correct department - and no mods will see your post unless you actually tag them in.
The whole refund/A-z system is not fit for purpose.
Seller_4jeZD40ha7u4o
@Julia_Amazon
You had helped us before , can you please see if you can again ?
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers to grow so large, and they are now diligently trying to limit their losses in these situations. The SAFE-T claim was created to try and make third-party sellers feel better protected; however, with my experience, it is ANOTHER well-thought-out admin exercise with lots of jumping through hoops to deter a payout.
Seller_iwDZC5h1MCUbw
We get this a lot with DPD, always a SAFE-T rejection. The only option you have is to send the customer a letter before action then a county court claim. Amazon do not want to know unfortunately.
Seller_ct1KRXLrFhYZc
The same issue has happened to us multiple times. Items were delivered one or two days late, even though we had proof of delivery. Customers complained, and Amazon issued them refunds. When we contacted Amazon customer service, we were advised to open a SAFE-T Claim. However, these claims were denied due to late delivery and responded to with AI-generated messages. Since we never received the returned items, we ended up losing both the products and the payments.I would not advise contacting the buyer directly, as it violates Amazon policy. Instead, keep any documentation from the denied SAFE-T Claims for your records and you may need file small claims
Seller_wwgX8SEHvSDvB
My advice, having sold on Amazon for about 10 years, is to just let those things go and factor the cost of returns into your profit margin.
We have zero tolerance of any returned item with even the minutest cosmetic defect. Any returned item that is not absolutely 100% perfect is getting a SAFE-T claim submitted for 'returned item not in original condition'. These tend to mostly be approved with a good percentage of the purchase price refunded.
Seller_PU8ypkNZEJU9p
We've had a "Specailist" reviewing our cases for over 2 months now, its a joke
Seller_raHZbxvpfgJs3
returns are the major reason I’m beginning to focus off Amazon with my 2 7 figure brands. My margins are actually quite good, sales amazing. But returns are just out of control.
Seller_HB2MC8FR8Gmz5
It looks like it is time for a Letter Before Action. Write to Amazon and advise that the refund was issued incorrectly and that you intend to take action via the moneyclaim court service to recover the cost for the refund and costs incurred in pursing the matter. The start action if you need to via moneyclaim online service. It will cost about £70 for a £320 claim. You can include recovering your costs as part of the claim
Seller_ZVAz3d5lZuGid
The mods will not be able to help in this situation except for maybe escalating to the correct department - and no mods will see your post unless you actually tag them in.
The whole refund/A-z system is not fit for purpose.
Seller_ZVAz3d5lZuGid
The mods will not be able to help in this situation except for maybe escalating to the correct department - and no mods will see your post unless you actually tag them in.
The whole refund/A-z system is not fit for purpose.
Seller_4jeZD40ha7u4o
@Julia_Amazon
You had helped us before , can you please see if you can again ?
Seller_4jeZD40ha7u4o
@Julia_Amazon
You had helped us before , can you please see if you can again ?
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers to grow so large, and they are now diligently trying to limit their losses in these situations. The SAFE-T claim was created to try and make third-party sellers feel better protected; however, with my experience, it is ANOTHER well-thought-out admin exercise with lots of jumping through hoops to deter a payout.
Seller_lncJ33ORWEySW
Amazon has created an army of dishonest customers to grow so large, and they are now diligently trying to limit their losses in these situations. The SAFE-T claim was created to try and make third-party sellers feel better protected; however, with my experience, it is ANOTHER well-thought-out admin exercise with lots of jumping through hoops to deter a payout.
Seller_iwDZC5h1MCUbw
We get this a lot with DPD, always a SAFE-T rejection. The only option you have is to send the customer a letter before action then a county court claim. Amazon do not want to know unfortunately.
Seller_iwDZC5h1MCUbw
We get this a lot with DPD, always a SAFE-T rejection. The only option you have is to send the customer a letter before action then a county court claim. Amazon do not want to know unfortunately.
Seller_ct1KRXLrFhYZc
The same issue has happened to us multiple times. Items were delivered one or two days late, even though we had proof of delivery. Customers complained, and Amazon issued them refunds. When we contacted Amazon customer service, we were advised to open a SAFE-T Claim. However, these claims were denied due to late delivery and responded to with AI-generated messages. Since we never received the returned items, we ended up losing both the products and the payments.I would not advise contacting the buyer directly, as it violates Amazon policy. Instead, keep any documentation from the denied SAFE-T Claims for your records and you may need file small claims
Seller_ct1KRXLrFhYZc
The same issue has happened to us multiple times. Items were delivered one or two days late, even though we had proof of delivery. Customers complained, and Amazon issued them refunds. When we contacted Amazon customer service, we were advised to open a SAFE-T Claim. However, these claims were denied due to late delivery and responded to with AI-generated messages. Since we never received the returned items, we ended up losing both the products and the payments.I would not advise contacting the buyer directly, as it violates Amazon policy. Instead, keep any documentation from the denied SAFE-T Claims for your records and you may need file small claims
Seller_wwgX8SEHvSDvB
My advice, having sold on Amazon for about 10 years, is to just let those things go and factor the cost of returns into your profit margin.
We have zero tolerance of any returned item with even the minutest cosmetic defect. Any returned item that is not absolutely 100% perfect is getting a SAFE-T claim submitted for 'returned item not in original condition'. These tend to mostly be approved with a good percentage of the purchase price refunded.
Seller_wwgX8SEHvSDvB
My advice, having sold on Amazon for about 10 years, is to just let those things go and factor the cost of returns into your profit margin.
We have zero tolerance of any returned item with even the minutest cosmetic defect. Any returned item that is not absolutely 100% perfect is getting a SAFE-T claim submitted for 'returned item not in original condition'. These tend to mostly be approved with a good percentage of the purchase price refunded.
Seller_PU8ypkNZEJU9p
We've had a "Specailist" reviewing our cases for over 2 months now, its a joke
Seller_PU8ypkNZEJU9p
We've had a "Specailist" reviewing our cases for over 2 months now, its a joke
Seller_raHZbxvpfgJs3
returns are the major reason I’m beginning to focus off Amazon with my 2 7 figure brands. My margins are actually quite good, sales amazing. But returns are just out of control.
Seller_raHZbxvpfgJs3
returns are the major reason I’m beginning to focus off Amazon with my 2 7 figure brands. My margins are actually quite good, sales amazing. But returns are just out of control.
Seller_HB2MC8FR8Gmz5
It looks like it is time for a Letter Before Action. Write to Amazon and advise that the refund was issued incorrectly and that you intend to take action via the moneyclaim court service to recover the cost for the refund and costs incurred in pursing the matter. The start action if you need to via moneyclaim online service. It will cost about £70 for a £320 claim. You can include recovering your costs as part of the claim
Seller_HB2MC8FR8Gmz5
It looks like it is time for a Letter Before Action. Write to Amazon and advise that the refund was issued incorrectly and that you intend to take action via the moneyclaim court service to recover the cost for the refund and costs incurred in pursing the matter. The start action if you need to via moneyclaim online service. It will cost about £70 for a £320 claim. You can include recovering your costs as part of the claim
