What is a SAFE-T claim?
SAFE-T, which stands for Seller Assurance For E-commerce Transactions, is a mechanism for Amazon sellers to appeal refunds issued by Amazon, typically for returned items. This process comes into play when:
- A returned item is damaged or in poor condition
- The item isn't returned at all
- A returnless refund is issued inappropriately
SAFE-T claims allow sellers to seek reimbursement and applicable restocking fees when they believe they shouldn't be financially responsible for a refund decision made by Amazon.
Eligibility for SAFE-T claims:
Claims may be filed if:
- Amazon finds customer abuse of return/refund policies
- Items are returned unsellable (without seller fault)
- A different item is returned
- The product isn't returned (no Return Merchandise Authorization or carrier's "first scan")
- Amazon wrongly refunded return delivery costs
- Proof of delivery exists for items claimed as "not received"
- Amazon initiated a return outside the return window
Claims are not eligible when:
- The seller issued the refund
- An A-to-Z claim was granted
- Items were lost or damaged during return shipping
- The order was fulfilled by Amazon
- The seller refused a return shipment
Filing a SAFE-T claim:
- Access "Manage SAFE-T Claims" in Seller Central
- Click "File a new SAFE-T claim"
- Enter the order ID and check eligibility
- Select the reason for your claim
- Attach supporting documentation
- Submit the claim
Things to consider when filing a SAFE-T Claim:
- Provide detailed information about why you should be reimbursed
- Include multiple, clear photos of returned items and packaging
- Attach all relevant supporting documents
- Communicate directly with the SAFE-T team through the proper channel
For tips on how to appeal a SAFE-T Claim, please feel free to review the below resources.