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Disgusting Safe T responses
The Safe T team need to be investigated by either Amazon or an outside Agency for the responses to claims.
How can It be right for them to deny Safe T claims that meet the criteria ?
We have had an order where the buyer outright lied on the return reason. Return reason "Item arrived late"
Now here is the kicker, Amazon logistics delivered it and also delivered it a day early !
So the buyer is clearly lying. Safe T claim submitted with Evidence.
Amazon Safe T team then send us a denial, saying it qualifies for a free return and provide a link to the policy
In the policy reason 10 catagorically states "no longer needed wanted - buyer responsible".
Thats on the link THEY sent US !
It absolutely appalling
0 replies
Seller_76AUwmqvSyRIM
Reply back and remind them of their own policy in clear, factual terms, without emotion. Reply again if they deny it until you get your way.
Seller_OC4AKQTpHwKwL
There was a big "Safe T" seminar about a month ago. QWe were invited by Amazon to give our feedback. We all said the same things, wrong items being returned, damaged items & everything else we didn't like.... and guess what? Nothing changed. It is a game to them, I'm not even sure anymore if the humans that operate this platform know these things are happening. If they do, they are are deaf to us. Only way is OFF.......
Seller_ZOZTdubuqFBLp
I have to think that the issue here is that the buyer has clearly used the wrong return reason either in error or intentionally and Amazon are not prepared to look beyond the return reason, or consider the clear and obvious proof you have provided. I agree that this looks like a real easy one for Amazon to correct in your favour but sadly it seems easier for Amazon to brush it under the carpet. A sad reality but this is how it seems to work now.
Seller_WIndmNYDp7rQF
Scamazon is rife with dishonest buyers.
Seller_eBdcCdLghm5NV
"Buyer's return is in Breach of Amazon's Terms and Conditions." is a magical sentence you should ALWAYS add to your Safe-T claims. Trust me.
Seller_7pTs15IYXmTOB
lol ........................................................
Angie_Amazon
Hello @Seller_sg54Fq7GfBZzn,
I'm Angie, part of the UK forum community. It's a pleasure to greet you.
I understand you disagree with the resolution provided by the SAFE-T team.
I reviewed your request and the compared to the policies the resolution provided in correct. You can fill a reimbursement claim under the following reasons only:
In case of Seller Fulfilled Prime:
- The customer has abused Amazon’s return or refund policy.
- The item was damaged by the customer and returned to you in unsellable condition.
- The returned item is materially different or has missing parts.
- The customer requested a replacement instead of a refund, and you successfully provided a replacement.
- The return shipping label was refunded, even though the buyer was responsible for paying for return shipping as per the Charges for the return label table.
- The tracking shows delivered to the customer, but the customer claims that the item was not received.
- The customer did not return the product (evident by lack of a return merchandise authorization (RMA) or carrier first scan in a return).
- The return was outside the return window.
In case of pre-paid return labels:
- The customer has misused our return or refund policy.
- The item was damaged by the customer and returned to you in unsellable condition.
- The returned item is materially different or missing parts.
- The customer requested a replacement instead of a refund, and you successfully provided a replacement.
- The outbound and/or return shipping label was refunded, even though the buyer was responsible for paying for outbound and/or return shipping as per the Return reason codes for pre-paid returns.
I emphasize with your frustration on this matter, however, since the reason code used by the buyer was none of the mentioned in the Return reason codes for pre-paid returns, we can't appeal the decision further.
Regards,
Angie 🌻
Seller_sg54Fq7GfBZzn
Hi Angie, the customer has abused Amazons return or refund policy.
The return shipping label was refunded, even though the buyer was responsible for paying for return shipping as per the Charges for the return label table.
Under the return policy you have quoted under reason 10, no longer needed or wanted the buyer is responsible for the return postage correct ?
So the buyer has LIED, to gain a pre paid label, thereby abusing the refund policy. The item was NOT delivered late at all.
So under the exact policy you have just directed me too, the correct reason was NO LONGER NEEDED OR WANTED.
But that would not have given them a pre paid label.
So they have lied.
So I am afraid you are very wrong
Seller_sg54Fq7GfBZzn
And part of the Safe T process is to highlight where buyers LIE to gain a pre paid label.
When Amazon can see the item was shipped and delivered by Amazon and arrived on time, for the customer to then open a return request saying "item arrived late" is a blatant lie and abuse of the returns process.
You also say this
The outbound and/or return shipping label was refunded, even though the buyer was responsible for paying for outbound and/or return shipping as per the Return reason codes for pre-paid returns.
Well under reason 10 which was the correct reason for the return, they were responsible.
So lying to gain a pre paid label which they are not entitled too under Amazons terms and conditions is OK ?
Seller_sg54Fq7GfBZzn
I really dont think you have read this correctly.
So I will explain.
The item was shipped using Amazon shipping, it was delivered a day early. So actually early.
The buyer then lies even though Amazon shipping shows it was delivered a day early and says it was delivered late.
Amazon yourselves can see this is a blatant lie.
But the buyer knows by putting this reason Amazon will give them a pre paid label they are not entitled too.
So can you explain how an item delivered early, can be delivered late ? and when Amazon yourselves shipped it ! and proved me with the date of delivery.
Sorry but thats a blatant lie by the customer and actually fraud
Seller_sg54Fq7GfBZzn
I am confused by your response.
So are you telling me, that where a customer is proven to have lied to gain a pre paid label they are not entitled too.
So committed fraud which amazon can see
That this is NOT a breach of the return or refund policy ?
And that where the wrong code is deliberately entered to game the system, that this is acceptable ?
Seller_OC4AKQTpHwKwL
It doesn't mean the customer told you the truth. Basically, sellers just have to go along with it, is that what is being said here?
When sellers have been on the platform for many years like us & we must be doing something right or you would have closed our accounts - why is the customer always believed? I started saying this 10 years ago, no sellers - no Amazon. We can't keep being out of pocket. With all the hassle on this platform, safe ts, DD +7, thieving, we really can't afford to be on here.
Seller_sg54Fq7GfBZzn
So Angie, the buyer HAS abused the returns process and has lied. I am sorry but if you lie to gain access to a pre paid label at someone elses expense it is not only a lie, but under UK Law its Fraud which is a criminal offence.
Albiet low level its a crime.
What is even worse is that now when someone orders something next day and we send it and they pay for a premium shipping service, if they lie to get a pre paid label, we then lose the shipping money too.
To be honest, at this point I think both the Safe T and A to Z teams need to be reviewed by Amazon as they are not working correctly in my opinion. They are harming third party sellers and regularly decisions are made outside of Amazons terms and conditions.
If I act outside of the terms and conditions I would lose my account. But if your a customer its ok ? or if Amazon themselves do not follow policy we cannot appeal it or do anything ? is that correct ?
Seller_7pTs15IYXmTOB
Isn't this broad and open to interpretation, which means the seller interpretation should also be surely legitimate? If "lying" "fraudulent claim" doesn't constitute to blatant abuse of the policy, then what does?
There was a reason code "missed estimated delivery date" However as the seller states that tracking showed that it was delivered early. Shouldn't the seller support team been pro-active and checked the tracking before denying appeal?
Seller support must support sellers and be seller centric in resolutions. They are obliged to protect sellers' business interests and that is what the seller support infrastructure is designed to do.
the reason code used by the buyer was none of the mentioned in the Return reason codes for pre-paid returns
In case of Seller Fulfilled Prime:
- The customer has abused Amazon’s return or refund policy.
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