FBM Item Return - "holiday return policy"
Prepare for the rant:
I sold an item to a buyer via FBM on 11/15/2024. The buyer requested a return/refund on 11/24/2024. 2 weeks after the return request had gone through, I checked the tracking to see where the item was and it had not yet been dropped off to the carrier. This item was sold for $475, so I definitely wasn't refunding it until I had received it. I reached out to seller support, and they told me that if the item was not delivered to me within 30 days of the order date, that I could deny the return/refund request. I checked back 29 days after the order date, it had still not been dropped off to the carrier. I then contacted Seller Support again, and they told me the same thing, that if I hadn't received the item by tomorrow (30 days after the order date) that I was able to deny the request. I waited until the next day and checked the tracking, big shocker, it still hadn't been dropped off. So I denied the refund and closed the request. Fast forward to Jan 30 2025, I received a message from Amazon that the item had been refunded to the buyer. So I filed a SAFE-T claim. That claim was immediately denied, their reason for denying this was because the "reimbursement claim does not cover outbound shipping costs." I was not worried about the shipping costs, I'll just take that hit. I was just wanting the subtotal and tax to be refunded. I respond to that message stating that all I wanted was the subtotal and the tax to be refunded. Again, they denied that, but this time they said the reason for denying it is because of the "holiday returns policy." So my issue here is why when I first reached out to Seller Support, they told me the 30 day window, and then SAFE-T tells me this "holiday returns policy" also why wasn't that their reasoning when they first denied my claim? seems a little sketchy and no one has been able to help me resolve this..."someone will contact you via email within 24 hours" yeah okay, I've been told that so many times, I have never been contacted via email by someone who was responding to my issue, only thing was a automated message that I couldn't even reply to.
Long story short, has anyone had an issue similar to this? Were you able to resolve it, and if so, how?
Thanks
FBM Item Return - "holiday return policy"
Prepare for the rant:
I sold an item to a buyer via FBM on 11/15/2024. The buyer requested a return/refund on 11/24/2024. 2 weeks after the return request had gone through, I checked the tracking to see where the item was and it had not yet been dropped off to the carrier. This item was sold for $475, so I definitely wasn't refunding it until I had received it. I reached out to seller support, and they told me that if the item was not delivered to me within 30 days of the order date, that I could deny the return/refund request. I checked back 29 days after the order date, it had still not been dropped off to the carrier. I then contacted Seller Support again, and they told me the same thing, that if I hadn't received the item by tomorrow (30 days after the order date) that I was able to deny the request. I waited until the next day and checked the tracking, big shocker, it still hadn't been dropped off. So I denied the refund and closed the request. Fast forward to Jan 30 2025, I received a message from Amazon that the item had been refunded to the buyer. So I filed a SAFE-T claim. That claim was immediately denied, their reason for denying this was because the "reimbursement claim does not cover outbound shipping costs." I was not worried about the shipping costs, I'll just take that hit. I was just wanting the subtotal and tax to be refunded. I respond to that message stating that all I wanted was the subtotal and the tax to be refunded. Again, they denied that, but this time they said the reason for denying it is because of the "holiday returns policy." So my issue here is why when I first reached out to Seller Support, they told me the 30 day window, and then SAFE-T tells me this "holiday returns policy" also why wasn't that their reasoning when they first denied my claim? seems a little sketchy and no one has been able to help me resolve this..."someone will contact you via email within 24 hours" yeah okay, I've been told that so many times, I have never been contacted via email by someone who was responding to my issue, only thing was a automated message that I couldn't even reply to.
Long story short, has anyone had an issue similar to this? Were you able to resolve it, and if so, how?
Thanks
2 respuestas
Seller_nRFmxiQg4EGrw
Because they got it wrong. This would have been the correct answer during most of the year, but not during the holiday return period (which IIRC was Nov1-Jan31)
That is correct.
But it's unclear; did the customer return the product? If so, then it all appears proper (despite the bad answer you were first given). But if they never sent it back, then you should have a case. In that case, post your case number and tag a mod to see if they can help.
Joey_Amazon
Hi there @Seller_dcxjIhtlPSzW9,
Totally understand your frustration here. Please share the Claim ID, I would like to review and determine what options you might have to move forward with this issue.
In the meantime, I will share here for future reference how to effectively appeal a SAFE T Claim.
Thanks,
Joey
