Customer returned wrong item (SAFE-T claim denied)
A customer returned a product we do not sell. Upon receiving the product, I immediately reached out to Amazon and was told to message the customer, which I did. The customer never replied. Yesterday, Amazon auto-refunded the customer. I immediately filed a SAFE-T claim. This morning, I was notified that the claim has been denied. Nothing shows when I click "view message" on the claim and there is no appeal option. I got on chat and was told that they couldn't help me and there's no way to contact the department that handles Safe-T claims. There's also no appeal option on this claim. They just gave me the link explaining SAFE-T claims, told me to have a nice day, and disconnected. Is there no possible way to be refunded at least something? We're not only out the full amount of the order and shipping, but our product as well.
Customer returned wrong item (SAFE-T claim denied)
A customer returned a product we do not sell. Upon receiving the product, I immediately reached out to Amazon and was told to message the customer, which I did. The customer never replied. Yesterday, Amazon auto-refunded the customer. I immediately filed a SAFE-T claim. This morning, I was notified that the claim has been denied. Nothing shows when I click "view message" on the claim and there is no appeal option. I got on chat and was told that they couldn't help me and there's no way to contact the department that handles Safe-T claims. There's also no appeal option on this claim. They just gave me the link explaining SAFE-T claims, told me to have a nice day, and disconnected. Is there no possible way to be refunded at least something? We're not only out the full amount of the order and shipping, but our product as well.
24 respuestas
Seller_8LDS13Dwga70G
I just had one denied as well. The customer claimed I sent the wrong size, but the item I got back had FBA barcodes on the packaging and we are not an FBA merchant. And the kicker is that Amazon mislabled the size. So what happened is the customer re-ordered the correct size from us, but started the return with us instead of the FBA seller that mislabeld and shipped the wrong item.
Denied because "more information needed." I have to appeal by Feb 12, but there is no button to appeal!
Mods- we need some direction here. How do we appeal? How do we know what information is needed?
@SEAmod
@Bryce_Amazon @Blake_Amazon @Glenn_Amazon @KJ_Amazon
Quincy_Amazon
Hello @Seller_zZquC3GSy4Yl4
Thank you for posting your inquiry to the Forums.
It sounds like you have already created a case with Support regarding this concern. Would you mind sharing that case ID number with me so I can review your issue fully and read through the correspondence already provided? Please feel free to also provide the SAFE-T Claim ID to this thread.
Looking forward to your reply.
Regards,
Quincy_Amazon
Seller_QjYfjZwWH8D0l
Yesterday, we had the same problem trying to appeal claims. The "view message" link returned nothing. It's working again this morning, and I was just able to submit another appeal
Seller_1z0ZI7saOSK3h
Hi @Seller_zZquC3GSy4Yl4,
We have experienced very similar situations with Amazon. The reason your Safe-T Claim was denied is because you need to wait for 15 days after the initial refund, then you can file the claim.
If you file the Safe-T before the 15-day period, Amazon automatically denies or retracts the claim. Wait for 15 calendar days and then click on View Messages under the existing claim and respond with all the details, emphasizing it's been 15 days passed after the refund as well.
Seller_xQAqE6K0eSCBc
re submit over again through the same case , sometimes this must be done 2 or 3 times for them to get it right
Seller_1qaYJhfQbpbnE
I file a claim with the usps to get my money back
Seller_w6aLwkKdfu3L0
The auto refund should have happened before you received the product back on a first scan. If it didn't, it's likely it went to AtoZ and you're unable to file Safe-T claims then.
If you received the product back and it wasn't refunded, you should refund (minus restocking fee) and state that the item is materially different and provide photos in the refund. By not refunding and letting the customer do it or Amazon do it, is likely going to convert it to an AtoZ and then you're unable to file a Safe-T claim. You can't file a claim if you refund yourself either, but you would have gone on record that the item is materially different and the buyer themselves would also have to go on record.
Seller_R2dP7Hunjcdj0
While I can NOT explain why the Amazon Safe-T Claim system has become SO dysfunctional...
I CAN explain where you made your error, and how to avoid this in the future.
While it IS possible that the Buyer made an "Honest mistake" when they Re-Packed the item for Return, it is not only unlikely, but it is irrelevant as well. It is the Buyer's responsibility to Return the correct product, regardless of their intentions.
Your error was in waiting for Amazon to act, and then hoping to recoup your Loss via the Safe-T Claim system.
You should probably rethink that procedure.
Going forward, IF you are lucky enough to NOT have your Return "Refunded at First Scan", which is usually done for all items Less than $100.00, than YOU have control over the Refund part of the Return.
As long as Amazon does NOT Refund at First Scan, you can avoid the Automatic Amazon Refund as long as YOU issue a Refund before the 48 hours pass and Amazon acts. I recommend acting as SOON as you receive the Return back, just to head-off any false A-Z Claim by the Buyer.
Then, YOU can control how much, if anything, is Refunded to the Buyer:
1) IF the Buyer Returns something other than what you originally shipped, you must first message the Buyer that they accidentally sent the wrong item, and that they must Return the correct item to receive any refund. Then, you can withhold 100% of the Refund under "Charge Restocking Fees". You will need to photograph the Returned package displaying the shipping label as well as the box contents to prove your case. If you can include a photograph of the original outgoing order it will only help your case.
OR
2) IF the Buyer Returns the correct item BUT in Materially Different Condition than originally shipped, you can withhold up to 50% of the Product (only) Refund under "Charge Restocking Fees". You MUST refund the Buyer the original shipping paid as well (I know it makes no sense). You will need to photograph the Returned package displaying the shipping label as well as the box contents to prove your case. If you can include a photograph of the original outgoing order it will only help your case.
The Safe-T Claim system has become SO bad that it is hardly worth the time and effort to file a Claim. A Seller is LUCKY to receive back a small percentage of the actual sale. It was NOT always this way.
Finally, IF you withhold ANYTHING from the Buyer Refund, you risk upsetting the Buyer, and then the Buyer COULD leave you Negative Feedback (which Amazon will almost certainly NOT remove, even if it is blatantly FALSE). That is a calculation only YOU can make concerning your business.
Good Luck!
Seller_SoEgExWsFfFdl
safety claim is a slap in the face of the seller, you get like $7 - $10 on the $40 - $50 item Another slap in the face is when a buyer...[Moderator Edit: inappropriate commentary removed]...files A-Z claiming a package never arrived despite the USPS tracking showing - delivered
And because you purchased shipping label on Amazon you think you're protected from those false claims INR
But Amazon deducts the money from your account anyway and any appeal goes nowhere and if you file the appeal again they just uphold the original decision in spite of the fact that YOU PURCHASED THE...[Moderator Edit: profanity removed]...SHIPPING LABEL ON AMAZON AND THEREFORE YOU SUPPOSED TO BE PROTECTED FROM...[Moderator Edit: inappropriate commentary removed]... CLAIMiNG INR !!!!!!!!
Seller_ynsRFL39IHvjg
3 Safe-T-Claims filed and all 3 denied when the 'buyers' sent in product in flimsy poly mailers and the product was damaged upon return (I ship everything in a box)...One was sent back well beyond the 30-day window as well. ALL DENIED.....just ridiculous. A supreme waste of time.....
Paul.
