I opened a "safe-t claim"( SAFE-T Claim ID:46919-62325-0365120), for an item that was retunable, but it was denied with the following sentence: Denied because the item is not returnable. ( what?)

However, this item is returnable. (see image below)

I appealed within time allow, but the SAFE-T team denied it again, in fact, they copied and pasted the same response from the first appeal.

Label shipping purchased through the seller center. The product was shipped on the promised day. The product was received by the customer within the promised time frame.

However, at the same time the customer received the product, for some unknown reason, he received a full refund. Unfortunately, I did not receive any request for a return. No message questioning anything.

So, I filed this SAFE-T claim and to my surprise, it was denied.

I opened a case ( 15854081411 ) but, AS ALWAYS, it was useless.

Please help me dear suport

Had an AZ Claim filed against us where the customer claims they never received the item.

We shipped on time, using the post office, and the tracking shows that it was delivered on time. But the customer filed an AZ claiming the item wasn't received. We purchased the shipping through Amazon, which should protect us in cases like this. The order detail page even has the little symbol saying "claims protected" by the tracking number.

Customer reached out to us and we told her to just file an AZ claim (thinking we would be protected).

AZ has approved their claim and now I'm wondering, do I need to appeal it?

Or is it an automatic process where our account will be refunded?

And yes, it was shipped (and scanned) on time.

Order ID: 114-5350457-5820252

Hello everyone

I've received an AZ claim for one order, and Amazon.com requested below information:

The customer did not open a return request. So I provided return address and return details, answering to the claim (to Amazon). Since no return request was opened, I did not respond to the customer email.

A couple hours ago the claim was reopened by Amazon.com AZ claim team, but they did not request new information etc. Am I understanding this correct? Do I respond with return details to the customer, instead of AZ claim team? I am really confused. Please help.