Hello everyone,

I’m a small seller, and I’m currently facing a very frustrating issue. I’m hoping to get some help and advice from the community.

We successfully delivered the product to the customer on August 29, 2024. The delivery was handled by Metropolitan Warehouse, and we have Proof of Delivery (POD) confirming that the customer signed for the product. It’s important to note that the customer had requested delivery rescheduling on August 6 and August 13, which caused the delayed delivery.

However, Amazon processed the refund for this order on August 22, 2024, before the product was even delivered, and we never received the item back. We’ve provided Amazon with the POD and tracking information, showing the customer’s rescheduling requests and the actual delivery date.

Despite this, our SAFE-T claim has been denied multiple times with the reasoning that the product was not delivered on time. However, as our evidence clearly shows, the delay was due to the customer’s requests, and the product was indeed delivered successfully.

We have appealed several times, but we haven’t had any success. Amazon continues to cite late delivery as the reason for denial. As a small seller, this refund loss has a significant impact, especially since the product was delivered and signed for by the customer.

Has anyone else experienced a similar issue? What other steps can we take to recover this loss? Any advice or shared experiences would be greatly appreciated!

Thank you for your help!

Titan Craftsman