Safe-T claim issues
114-1173982-3755413 (claim id 52025-20105-0888902) sent back one costume (used without all the parts) with the reason of "no longer needed." While Amazon reimbursed us for the label after I filed a Safe-t claim, they will not reimburse us for the one that was NOT sent back nor provide 15% for the one that is only good for the trash. I can't get the claim reviewer to actually stop and read the claim. I have several like this:
114-7043920-2413064 (SAFE-T claim ID 76768-39015-7348425) returned it stating that the website information inaccurate and it was "too big". I showed that we not only detail the size out but also show it on several models. Item was a full head mask and it looks like he puked inside of it. It's full of crusty things and red sticky stuff. I sent photos and they refuse to reimburse.
112-6756528-3445026 (SAFE-T claim ID 35066-74667-7191956) burned the candle for a while and then returned it. We don't allow returns that aren't in new, unused condition. They refuse to reimburse even at 15%
112-9937150-5008264 (SAFE-T claim ID 96203-16262-5116112) stated inaccurate website but is a collector of care bears and didn't get the ones she wanted (they're sent assorted) so we got stuck with the return shipping even after I pointed out that the listing does not state they'll get bears from a certain series.
112-7695109-3198656 (SAFE-T claim ID 18566-44566-6468843) stated inaccurate website but it literally says in several places that this item requires water to activate and has several pictures of what size they become after adding water. He said he didn't realize he needed water. Fine...except he didn't return it. He shipped back an empty envelope. I sent proof pictures and they refuse to reimburse.
What am I doing wrong? I can get full reimbursement on a similar issue and then get completely denied on another. I request that it be escalated and it just gets put back into denied without a response. The reason I'm given sends me to links that literally back up what I requested to have happen. Why are we getting saddled with shipping charges just because customers know what issue will get them a free label (and it's not something we can change in our settings)? Is it an issue of lack of consistent training? A quota they have to hit so they're not finding time to read?
I also keep getting denied and being told to take the shipping off when we get the item back and we can refund but it's quite clear that the refund is already given so we aren't able to take shipping off without Amazon's help.
Safe-T claim issues
114-1173982-3755413 (claim id 52025-20105-0888902) sent back one costume (used without all the parts) with the reason of "no longer needed." While Amazon reimbursed us for the label after I filed a Safe-t claim, they will not reimburse us for the one that was NOT sent back nor provide 15% for the one that is only good for the trash. I can't get the claim reviewer to actually stop and read the claim. I have several like this:
114-7043920-2413064 (SAFE-T claim ID 76768-39015-7348425) returned it stating that the website information inaccurate and it was "too big". I showed that we not only detail the size out but also show it on several models. Item was a full head mask and it looks like he puked inside of it. It's full of crusty things and red sticky stuff. I sent photos and they refuse to reimburse.
112-6756528-3445026 (SAFE-T claim ID 35066-74667-7191956) burned the candle for a while and then returned it. We don't allow returns that aren't in new, unused condition. They refuse to reimburse even at 15%
112-9937150-5008264 (SAFE-T claim ID 96203-16262-5116112) stated inaccurate website but is a collector of care bears and didn't get the ones she wanted (they're sent assorted) so we got stuck with the return shipping even after I pointed out that the listing does not state they'll get bears from a certain series.
112-7695109-3198656 (SAFE-T claim ID 18566-44566-6468843) stated inaccurate website but it literally says in several places that this item requires water to activate and has several pictures of what size they become after adding water. He said he didn't realize he needed water. Fine...except he didn't return it. He shipped back an empty envelope. I sent proof pictures and they refuse to reimburse.
What am I doing wrong? I can get full reimbursement on a similar issue and then get completely denied on another. I request that it be escalated and it just gets put back into denied without a response. The reason I'm given sends me to links that literally back up what I requested to have happen. Why are we getting saddled with shipping charges just because customers know what issue will get them a free label (and it's not something we can change in our settings)? Is it an issue of lack of consistent training? A quota they have to hit so they're not finding time to read?
I also keep getting denied and being told to take the shipping off when we get the item back and we can refund but it's quite clear that the refund is already given so we aren't able to take shipping off without Amazon's help.
0 respuestas
Quincy_Amazon
Hello @Seller_0jRm2n9GLv4Jo
Thank you for posting your inquiry to the Forums.
I am looking into the claims and will respond with any findings.
Regards,
Quincy_Amazon
Quincy_Amazon
I looked into Claim ID 35066-74667-7191956 the return label cost was reimbursed to you and see that you can appeal the claim by Friday, March 8, 2024. In this case, I would suggest that you provide an appeal via the Manage SAFE-T claims page and indicate that the product is damaged by the customer and provide any pictures/images related to the order. Once you receive the outcome of the appeal, if you need additional assistance, please feel free to update this thread,
Regards,
Quincy_Amazon
Seller_0jRm2n9GLv4Jo
@Quincy_Amazon An updated list, as I have slowly gotten some taken care of by constantly appealing.
65006-29503-6986945 we don't allow free returns (I checked the listing to make sure it wasn't glitching) and she was allowed to return it on our dime. Amazon says - The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program. The item you requested reimbursement for return label cost is eligible for free returns.
35066-74667-7191956 this was the candle that was returned used. While I was able to get the return shipping back, they will not refund anything towards the item that we can no longer sell because it was used.
52025-20105-0888902 customer returned ONE of the TWO suits and Amazon refunded both. We just want our money back for the one that was not returned. Amazon says - Why is this happening? The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program.
76768-39015-7348425 customer lied about why they were sending it back (said our website was inaccurate) and then sent it back sticky with what looks like puke and dried food. This was not only disgusting but a health risk and we should be able to get 100% back from them.
37737-43180-9887907 was given back full refund bc she claimed that it arrived too late. She told the USPS to hold the package for 10 days. We delivered it in 4 days. Amazon claims - Why is this happening? The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program.
96203-16262-5116112 collector dissatisfied with the assorted bears and lied about the listing being inaccurate. We requested that we get our return shipping back.
58111-08532-9429328 bought by mistake. We got charged for the return shipping.
69342-94665-3626530 bought the wrong size. We got charged for the return shipping.
I have supplied proof of every claim, including photos of products, screenshots of tracking and listings. I have proven each time we don't have free return shipping. If any one of these issues had been the seller doing it to the buyer, Amazon would have refunded without proof. I appeal them twice a day (there seems to be one person on the appeals team that is trained and actually reads) and I don't want to risk missing the appeal window by waiting for a reply here.
Can you explain why we're being charged for returns for people who "changed my mind, didn't want, bought elsewhere" when we have a no free returns policy on all products?
What can I say to trigger the claim to be sent to a supervisor, who I would assume has better training than the team they currently have?
Seller_0jRm2n9GLv4Jo
@Quincy_Amazon, please address this as promised. I am still fighting them 3 weeks later, twice a day.
