Hello Amazon Seller Community,
I'm seeking clarification on the application of the SAFE-T reimbursement policy. Recently, my reimbursement request for order 111-8853450-9929006 was denied. The reason provided was:
"You did not use the claim-protected Buy Shipping Services to ship the item. Reimbursements can only be granted when Buy Shipping Service is used to ship a self-fulfilled order."
However, according to Amazon's SAFE-T policy description here [https://sellercentral.amazon.com/help/hub/reference/G202175000](https://sellercentral.amazon.com/help/hub/reference/G202175000), it is stated:
"The buyer said they never received the item, but you have proof of delivery. In this case, you may be eligible for reimbursement if:
- You bought a 'Claims Protected' shipping label through the Amazon Buy Shipping service, and the tracking confirms that the order was shipped on time and met the Maximum Estimated Delivery Date, or
- You provided a signature confirmation of delivery to the buyer’s address, and the tracking confirms that the order was shipped on time and met the Maximum Estimated Delivery Date."
In this case, we provided a signature confirmation of delivery, which demonstrates the order was shipped on time. However, the denial response seems to indicate that only using a "Claims Protected" shipping label qualifies for reimbursement.
I would like to understand if there has been a change in policy that excludes signature confirmation as valid proof, or whether this was an oversight. Any insights or experiences from fellow sellers on recent policy interpretations would be greatly appreciated.
Thank you for your assistance.
