Safe-T Claims - Are Amazon allowing customers to steal from sellers?
A customer contacts Amazon to say their SFP order costing £180 is damaged and Amazon just refund the customer.
We've not received any message from the customer regarding this and no evidence of any damages, we've not been given any opportunity to view, replace or collect the alleged damaged goods.
We file a Safe T Claim which is denied, appeal requesting images of damage, denied. After contacting seller support they agree it's not fair and give us some bullet points to appeal again. We appeal, denied with links to a selection of Amazon pages.
Apparently we have to contact the carrier to claim for damages. Shipping was purchased from Amazon with DPD so I don't know if they'll even deal with us but we once again request photographic evidence so we can file a claim with the carrier.
Denied, the reply received is exactly the same as previous reply "We understand that you may not agree. However, we stand by our decision." clearly no one even reads them.
For all we know this is a fraudulent claim and Amazon are allowing customers to steal from sellers.
Safe-T Claims - Are Amazon allowing customers to steal from sellers?
A customer contacts Amazon to say their SFP order costing £180 is damaged and Amazon just refund the customer.
We've not received any message from the customer regarding this and no evidence of any damages, we've not been given any opportunity to view, replace or collect the alleged damaged goods.
We file a Safe T Claim which is denied, appeal requesting images of damage, denied. After contacting seller support they agree it's not fair and give us some bullet points to appeal again. We appeal, denied with links to a selection of Amazon pages.
Apparently we have to contact the carrier to claim for damages. Shipping was purchased from Amazon with DPD so I don't know if they'll even deal with us but we once again request photographic evidence so we can file a claim with the carrier.
Denied, the reply received is exactly the same as previous reply "We understand that you may not agree. However, we stand by our decision." clearly no one even reads them.
For all we know this is a fraudulent claim and Amazon are allowing customers to steal from sellers.
2 replies
Ken_Amazon
Hi @Seller_UjjPjmRoz951d,
Thank you for posting.
Here are some practical steps I'd recommend:
- Double check whether you assessed the returned item through the Guided Refund Workflow Sellers must use the Guided Refund Workflow to assess returned contents and claim any applicable restocking fees within the first 4 days. If this step was missed, it may have also impacted your SAFE-T claim eligibility.
- Strengthen Your Appeal When appealing a SAFE-T claim, the key details that investigators review include the timeline of the order and return status, your reason for filing and the evidence you provided, and the claims agent's original notes and decision. Make sure each appeal clearly references specific evidence and explains why the original decision may not have properly applied the guidelines.
- Regarding the Carrier (DPD) Since the shipping was purchased through Amazon's Buy Shipping services, it's worth noting that Buy Shipping can offer certain protections. You can review the details of Amazon's Buy Shipping services and what protections may apply to your situation here: Use Buy Shipping services
- Contact Seller Support with Your Order ID If you haven't already, open a new case with Seller Support referencing your Order ID and SAFE-T Claim ID. Ask them to specifically review the claims agent's notes and the evidence on file. Sometimes a fresh set of eyes can make a difference.
- If You Suspect Buyer Fraud If you believe this may be a pattern of fraudulent behaviour, I'd encourage you to document everything, including the Order ID, any communications, and the timeline of events. Reporting suspected buyer abuse through Seller Support helps Amazon's teams investigate and take action where appropriate.
Best Regards,
Ken
