I want to share what happened to me with an Amazon order and a subsequent SAFE-T claim because, honestly, I simply cannot understand how this situation can be considered fair.

The buyer purchased the item from me approximately 7 months ago. I shipped the order with tracking, as I always do. The package was delivered on time, and the buyer signed for the delivery. I have proof of delivery and the buyer’s signature.

I had to obtain the official proof of delivery from UPS through a case, because the tracking number and tracking details are only available on the Amazon and UPS websites for a limited period of time, apparently only for a couple of months. I specifically requested the delivery confirmation from UPS so that I could provide complete evidence showing that the package was delivered and signed for by the buyer.

For approximately 7 months, I heard nothing from the buyer. He did not contact me, did not ask for a refund, did not return the item, and did not report any problems to me.

Then, after 7 months, I suddenly received a notification saying that the buyer had contacted Amazon Support and claimed that he had not received the item.

He did not initiate a return through me. I assume that after 7 months, the normal return option may no longer have been available, which is why the buyer contacted Amazon Support directly. However, I cannot know for certain why he decided to do this only now.

But there is an obvious question: Did the buyer really wait 7 months to report that he had not received the order?

If he genuinely did not receive the order, why did he not report it immediately? Why did he wait 7 months? Especially when I have proof of delivery and his own signature confirming receipt.

After this happened, I contacted Amazon Support via chat and explained the situation. The support representative advised me to submit a SAFE-T claim.

I followed the instructions and submitted the claim, providing evidence showing that the package had been delivered and that the buyer had signed for it.

My claim was denied.

Immediately after the first denial, I submitted an appeal.

The appeal was also denied.

The claim itself was apparently reviewed extremely quickly — in approximately one minute. The reason given for the denial was that the package was allegedly damaged.

But that was not the issue in my case at all.

The issue was that, approximately 7 months later, the buyer claimed that he had supposedly never received the item, even though the tracking information confirms delivery and I have the buyer’s signature confirming receipt.

I provided all the evidence I had, including the proof of delivery that I obtained directly from UPS.

After my appeal was also denied, I contacted Amazon Support again via chat because I wanted to understand why my case had been denied and what else I could do.

And this is where something happened that was especially frustrating to me.

During this second conversation, the Amazon representative reviewed my situation and told me that I had provided very strong — essentially irrefutable — evidence, and that based on the information provided, I was in the right. He confirmed that I had fulfilled all of my responsibilities as a seller.

However, the representative also explained that there was nothing he could do because SAFE-T claims are handled by a separate team/organization, and regular Amazon Support cannot change or overturn their decision.

So, I received a denial of my claim, then a denial of my appeal, and only afterward did a regular Amazon Support representative essentially confirm that my evidence was strong and that I was right, while also telling me that he could not help because the decision is made by a different team.

What I find most difficult to understand is why a claim involving approximately $3,000 was apparently reviewed in about one minute, why the reason given was that the package was damaged when that was not the issue at all, and why my proof of delivery and the buyer’s signature were not taken into consideration.

The buyer received the item. The buyer signed for it. I have tracking information and proof of delivery.

The buyer remained silent for approximately 7 months, did not contact me, and did not report any problem, and then suddenly contacted Amazon and claimed that he had supposedly never received the item.

I have now lost both the merchandise and approximately $3,000.

And I am being told that the decision is final.

I do not understand how a process like this is supposed to protect sellers.

I did everything that was required of me. I provided the evidence. I submitted an appeal immediately after the denial. And when I contacted Amazon Support again afterward, the support representative himself told me that my evidence was very strong and that I was right, but at the same time said that he could not do anything about it.

So I want to ask: Who can I contact now? Where can I find a person or department that actually has the authority to do something about this situation? I want my case to be fully reviewed by a person who will carefully examine all of the evidence I provided. I also want to understand what protection is available to me as a seller in a situation like this.