Automatic Refunds Without Returns – SAFE-T Claim Not Available

Hello, fellow sellers,

I’m facing an issue with automatic refunds being issued to customers without requiring the return of the product. In the past two days, I’ve had two cases where buyers requested a return, received a full refund, and kept the item.

One of the orders was delivered on time with no delays, but the customer claimed it was late and was granted an automatic refund. I fulfilled this order via FBM using Amazon’s Buy Shipping, with a label that covered claims and was protected against late deliveries. However, when I tried to file a SAFE-T claim, I was informed that the order was not eligible.

I would like to understand why Amazon is automatically refunding customers without requiring a return and why I am unable to file a SAFE-T claim when I have proof of timely delivery. Has anyone else experienced this issue? How can I prevent this from happening again?

Any advice or insights would be greatly appreciated.

Thank you!