Customer returned shoes with severe structural damage, SAFE-T REFUSES to pay out
A customer recently returned a pair of shoes to me with severe structural damage:
As you can clearly see, both shoes were returned completely crushed. Unfortunately, the customer was automatically refunded before I was able to inspect the item so I had to file a SAFE-T claim to try and reclaim the 50% restocking fee I'm entitled to for severe damages, as per Amazon policy. Despite the item having sold for $64.95, I received a reimbursement of $12.99, which isn't even 25% of the sale price after fees.
I attempted to appeal this decision multiple times, only to have my appeals denied without explanation. Despite multiple requests, the SAFE-T team is refusing to explain how they arrived at this seemingly arbitrary figure. I'm extremely frustrated because I can't even begin to understand how this low payout, which doesn't even cover my shipping costs, is considered a satisfactory resolution. If Amazon is going to screw over sellers like this in favor of buyers who abuse the returns system, they should at least have the decency to explain how these decisions are made.
Customer returned shoes with severe structural damage, SAFE-T REFUSES to pay out
A customer recently returned a pair of shoes to me with severe structural damage:
As you can clearly see, both shoes were returned completely crushed. Unfortunately, the customer was automatically refunded before I was able to inspect the item so I had to file a SAFE-T claim to try and reclaim the 50% restocking fee I'm entitled to for severe damages, as per Amazon policy. Despite the item having sold for $64.95, I received a reimbursement of $12.99, which isn't even 25% of the sale price after fees.
I attempted to appeal this decision multiple times, only to have my appeals denied without explanation. Despite multiple requests, the SAFE-T team is refusing to explain how they arrived at this seemingly arbitrary figure. I'm extremely frustrated because I can't even begin to understand how this low payout, which doesn't even cover my shipping costs, is considered a satisfactory resolution. If Amazon is going to screw over sellers like this in favor of buyers who abuse the returns system, they should at least have the decency to explain how these decisions are made.
4 respuestas
Seller_OvL8C4BJWiuS9
My concern for you would be where you are sourcing the brand Crocs from?
Danny_Amazon
Hello @Seller_0aB1FQZvUD1Aq- thanks for the post. As per the Partial Refund policy, if the product is damaged by the buyer, the reimbursement will be up to 50% of the item sales price for the order, depending on the extent of damage as assessed by Amazon. This doesn't guarantee a restocking fee of 50% will be applied.
It seems our team handling the claims you submitted did not determine this constituted major damage, and applied a lower reimbursement in line with their investigation. I apologize that our teams will not always share full details behind a decision for privacy reasons and to reduce abuse attempts within the marketplace. I can help share this post which dives into best practices for submitting and appealing claims in case it proves useful for future appeals!
For this one, did you include any images of what the product looked like before the damage to help make the case?
Thanks,
Danny
