Safe-T Claim Denied
What do I do here?
A customer generated a return via the Amazon portal and were refunded in full by Amazon following the refund at first scan policy.
However wires have been crossed in the delivering of the return back to me, and Royal Mail have sent the return back to the customer in error. The customer has reached out to me regarding this and have confirmed they have had the parcel back.
I opened a Safe-T Claim on this return, confirming to Amazon that we have not had the parcel back and it was returned to the customer by mistake (by courier), providing the necessary details (emails and tracking information), however my SAFE-T claim was denied. In their response I was told I need to open any postal disputes with the postal carrier.
I have since spoken with Royal Mail and they have informed me I am unable to open any claim against them for this return due to not being the original purchaser of the return label, this is Amazon.
So I’ve reached an impasse and do not know how to proceed. Has anyone else experienced anything similar?
0 replies
Seller_SITNVuZK87zGK
Unfortunately the policy for lost returns is just as advised, to claim via the courier.
Allegedly, amazon say that the courier should be ok with claims on Amazon labels as “this is what it says on the policy”
You don’t really have much of an option, though the mods are looking at this issue, have been for some time though I have to add.
Seller_ZQyopdiwkUHOZ
What does the tracking show?
My guess is that the customer didn’t cover up the outbound label and it was rescanned instead of the returns. If that’s the case, the return tracking shouldn’t show delivery. If it doesn’t, they should just be able to drop it back in the post, after scribbling out the outbound label, and that should be fine.