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Safe T Claim Help / Prior Refund
Hi,
A Customer filed a Return for Late Delivery. Amazon prior refunded but the Customer Never returned the Package. The Case Closed today with Customer refunded I have tried to make a Safe-T claim but got the following message
Check Eligibility
This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement.
Amazon issued the refund not me so why is it saying this?
Can anyone help?
@Julia_Amazon@Maja_Amazon@Winston_Amazon
Order Number: 026-6180743-0025900 / Thanks
13 replies
Simon_Amazon
Hello @Seller_PU8ypkNZEJU9p,
Here Simon from Amazon, happy to help.
I will check your case and I will provide feedback as soon as possible.
-Simon
Simon_Amazon
One quick question, was the item returned to you eventually?
Seller_PU8ypkNZEJU9p
Hi Simon, No, I have still not received the item, if you check the return tracking too it shows it was never dispatched (returned) by the seller but they was refunded. As I said above it is telling me I am not eligibale for a Sate-T Claim becuase i issed a refund, but this is incorrect, Amazon did a Prior refund
Simon_Amazon
Got it, thanks for the information!
I recommend raising a case with our Seller Support team if you didn't already, providing a detailed description of the issue.
Please keep me updated on the outcome.
I'm here to support if needed.
-Simon
Seller_PU8ypkNZEJU9p
Support are clowns Simon. It's AI pre-scripted rubbish. I kept telling them its not letting me open a Safe-T Claim and they kept sending me a Link to the Safe-T page.
Simon_Amazon
Hello @Seller_PU8ypkNZEJU9p,
Please share the Case ID you raised and I will try to follow up on it.
Best,
Simon
Seller_PU8ypkNZEJU9p
Thanks Simon its 10055095752 They are telling me im not eligible for the following reasons
We regret to inform that the Order is no eligible for Safe-T claim as Order ID: 026-6180743-0025900 is not a seller fulfilled prime order.
You are not eligible to file a SAFE-T claim if:
- the order was cancelled
- the order has not been shipped yet
- there is no refund on the order
- the refund was not issued by Amazon
- the SAFE-T claim window has passed
- there is an A-Z claim on the order
- you have already filed a claim for the order
- we have suspended the SAFE-T feature for your account due to violation of the SAFE-T policy.
But I am none of the above. Literally, Buyer wanted to send the item back for late delivery (Wasn't my fault and is NOT A-Z) Buyer was given Prior refund by Amazon and then never returned item. Case now closed. No one at Support is listening
Simon_Amazon
Hello @Seller_PU8ypkNZEJU9p,
I will get in touch with our partner team and we will provide an update as soon as possible.
Best,
Simon
Simon_Amazon
Hello again,
In the meanwhile I found this help page that might be useful for you: Reimbursement policy for seller-fulfilled orders with pre-paid return labels.
In particular the section 2.1,
The following orders and use cases are not eligible for SAFE-T reimbursement:
- Orders that were lost or damaged in transit. Instead, you must file a claim with the carrier for a possible reimbursement.
As per my understanding the item was never delivered back to you.
Have you tried to file a claim with the carrier?
-Simon
Seller_PU8ypkNZEJU9p
Hi Simon, I don't know who the Carrier is. And that is the responsibility of the Sender not the receiver. Under GDPR regulations it is the 'Sender' Who bares the responsibility. This is UK Law. Can you assist here before I escalte this to Trading Standards and file a Notice Of Intention with a Small Claims Court.
Sarah_Amzn
Hello @Seller_PU8ypkNZEJU9p,
We're hosting an "Ask Amazon" event with the Safe-T team on September 10th.
You can find more details here.
We invite you to participate and ask questions about Safe-T processes and get expert replies.
Kind regards,
Sarah.
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