We are making some temporary changes to our refund process and Seller Fulfilled Prime refund reimbursement policies.
For all seller-fulfilled orders (Prime and non-Prime):
For Amazon prepaid return label returns (Prime and non-Prime):
These changes are temporary and subject to the timelines mentioned above. Our standard SAFE-T claim process will resume policy starting on May 31, 2020.
For more information, visit the following Help pages:
All in all, I believe that most members of our Seller Community will find this response to unprecedented circumstances welcome.
Whether or not Reality ACTUALLY reflects this published policy remains to be seen, but Dum Spiro Spero…
they shouldn’t be allowing apparel items to come back at all during this time
This mostly good news (Thanks Amazon…something I dont write often) allowing more time for sellers to process returns but we will try to stay within the 2 day window for most non-problematic returns (purchase by mistake or no longer wanted or needed and actually comes back to us same as shipped, brand new, unused or unopened).
Though I have to imagine that this came about because Amazon is getting pummeled with returns following an onslaught of buying over the past few weeks (like many of us).
How do I file a claim if buyer never received the item and we refunded. Do we file with usps or with amazon? If amazon, where? We used Buy Shipping
Thank you
So, if I am reading this correctly, Amazon has now RESTORED processing SAFE-T Claims even IF you have given a Refund? I was certain that the NEW policy was that if you refund ANYTHING you may NOT file a SAFE-T Claim.
So, either Amazon has gone-back to the old policy, or “the left hand doesn’t know what the right hand is doing”. For example, just two days ago I received a response from Amazon based on a “Case” I created where I simply requested a Telephone Call from Seller Support, preferably a U.S. based Seller Support. I had to create a case for this because Amazon has REMOVED the “Phone Call” option when creating a new case.
So, of course, the official reply from Amazon was detailed instructions on where and how to request a phone call using the request a call option THAT IS NO LONGER AVAILABLE…
Since I told them that what they directed me to do no longer exists as an option I have yet to get a reply…
Amazon is a runaway train with no one but A.I. software in control…
Excellent news.
It would also be great if the SAFE-T claims would be processed on time, more or less. We have one case that is over 40 days now and another that is 15 days old. And we had some cases in between that were processed within a few days. When we email the safe-t team and ask them for an update we get either no reply at all or a message saying “thanks for submitting an appeal, we will review that…”, even though we don’t appeal anything - we are simply asking what’s taking so long.
Glad to hear it. Wish they had implemented this at the same time they announced the extended return window for customers, but better late than never.
Seems very reasonable. The actual resolution from foreign seller support will be a different story
Will this change be articulated to buyers as well? Because as necessary as this change is to allow sellers to properly quarantine and/or disinfect any returns that are received, I fully expect that this change in policy will result in an uptick of A-to-Z Claims for any fraudulent returns that we would normally let auto-refund and then submit a Safe-T Claim for reimbursement.