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SAFE-T claim denial - can someone explain in layman terms please?!
Customer bought an item.
Customer returned a different item. No prior refund applied. Not prime.
I messaged customer and told them I cannot refund without receiving the correct item.
1 week later, suddenly Amazon have refunded the customer.
I open SAFE-T claim - I can't understand why they've refunded him. SAFE-T claim denied.
I'm lost. What happened?!?!
18 replies
Seller_ginKiclb01hvT
Hey. If you go to your SAFE-T Claims and find the Claim in question, at the right hand side there will be a link that says "View Message". This will give you Amazons response and explanation.
Also if you were raising the claim because "Wrong item was returned to me", were you able to provide Photo of contents, photo of packaging showing the label details and additional supporting documents ?
Seller_ZJhFeE3tNKzfh
Was the customer refunded via an A-Z Claim? IF that is the case - a Safe-T claim can't at that point be claimed. You need to appeal the A-Z.
Seller_FxlD6ypUczrN2
@Julia_AmznI have read your post a few months ago about SAFE-T claims - I can't understand why mine has been denied?! Could you assist with some human interaction instead of a bot reply?! I so confused and stressesd at how easily customers can defraud us now. Please help.
Seller_FxlD6ypUczrN2
@Winston_Amazon you didn't manage to help me on the last case - perhaps you could assist here?! This is EVEN MORE ridiculous than the last time I reached out!!!
Seller_iwDZC5h1MCUbw
I am seeing more and more SAFE-T claims denied or a lower reimbursement of around 15-20%.
The worst being items where a buyer is not home to receive the parcel, buyer claims the item did not arrive. The buyer then either collects or arranges another delivery date and the item is delivered. I then submit a SAFE-T claim for 'item refunded not returned to me' and that is denied with Amazon saying the item should have been delivered on the day the buyer was not home. Appeal with tracking showing the attempted delivery, denied every time.
Wrong items being returned these are getting denied for silly reasons ie told the issue is not covered under the SAFE-T policy, or a picture of the mailing label needed despite that being provided or they need an invoice with serial number that I always provide. The excuses to deny are random and appeals do not overturn the original decision.
This is fraud by Amazon they advertise a policy and what is covered but when you have an issue they deny the claim.
The SAFE-T policy or lack of policy is very unclear, you never know what the reimbursement level will be or if the claim will be accepted. The policy is whatever they feel like on the day, seems like a massive Amazon scam to me.
Seller_hn7XSYWaxjJOq
buyer return!! New sealed book - buyer alleged book arrived damaged then had the check to send me back the same title book purchased BUT NOT THE ACTUAL BOOK he was sent….and returned in this condition . Amazon refunded them and safe t claim was offered of £3.47
Julia_Amzn
Hello @Seller_FxlD6ypUczrN2,
Thank you for reaching out.
Can you share the latest case ID? My understanding of the issue is that we don't know why your SAFE-T claim has been rejected. Is that correct?
Best,
Julia.
Seller_FxlD6ypUczrN2
Just as an update for anyone interested, I have complained til I'm blue in the face, and Amazon STILL have denied by claim, and STILL CANNOT explain why. They refuse to explain - they just say, we're standing by our decision, but cannot justify it. They refuse to explain in plain english the reason behind their decision.
To summise, stuff the indies, power to the customer, all hail Amazon, never question them, and fraud is a-ok! PERFECT.
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