Safe-T Denied for INR , Label was bought using Amazon Buy Shipping
We have our Safe-T Claims denied for INR although we have bought the labels using Amazon Buy Shipping.
According to this article: https://sellercentral.amazon.com/help/hub/reference/G7KCD8BYQER79WWJ
We should have been protected of refunds made from CSBA if the shipping is purchased thru Amazon Buy Shipping and the customer claims INR
What good is Buy Shipping if Amazon will not comply..?
12 replies
Seller_CW0P5hgbsiqWX
Did you sign up for Customer Service by Amazon program?
That program is for 3rd party sellers who want to give Amazon the right to handle returns, not INR claims by the buyer.
INR claims are a little tricky to defend for a couple of reasons.
- Never say to the buyer that you will look into it. If you do, Amazon assumes that you are going to handle the buyer's claim, and Amazon simply lets you. Amazon will use your statement to deny any claim made.
- _ When addressing the buyer making an INR claim to you, only send the Buyer Amazon's INR policy and directions to be followed. No I'm sorry's to the buyer, only the policy. This way, you can use the communication in your defense.
- Know what the IHM policy really says, as most reviewing reps don't know what it says. Amazon tells buyers the item is lost if it is late and to contact the seller. No shipper will ever say the item is lost, until at least a months' worth of investigation. However, the policy says Amazon will pay if the item is listed IN TRANSIT, TO BE DELIVERED, at the end of the delivery window. This is what your INR claim is based on, along with the communication the buyer Amazon's INR policy.
Seller_Sram36TnVt73c
How was the money refunded to the buyer? A to Z claim or just handed over by customer service?
Seller_Fj8BGFk6ivq5u
Shipping must be purchased through Buy Shipping, and must be shipped within the shipping window. Several things that will help you:
- Use the scan sheet. This helps prove that USPS accepted the packages, even if they don't scan within an acceptable time.
- If a customer contacts you for INR, follow Amazon recommendations (look around, ask other family members, and if address is an apartment), check with the front desk.
- Ask them to talk to their carrier about the delivery, and if it can't be located, instruct them on how to update the order to reflect it wasn't received. Also have them notate to Amazon that they have already spoken to the seller.
- Amazon, like any major company, has turnover and has to training new representatives. If a front level representative denies the claim, and you completed all of the above, you can appeal it with additional clarification.
- Save your communications with them, and create a form letter to achieve all of the above. It will save you time, effort, and frustration.
Seller_Ha6JyVvDK6Ybs
Safe-T has been denying everything right now pistsing me off! Clearly not following anything and all ours are Amazon shipping and orders are not FREE shipping orders. Almost seems how slow it was during holidays Amazon does not want to fork out for what they or customers are responsible! Making me have to submit multiple times while Amazon just makes replies up and not consistent nor follows own policy can not believe how this site never tanked.
Seller_nxvyRDZCFduAS
The Safe-T claims team has gone rogue. They don't follow the policy when you screenshot it and make it easy for them.
