Our SAFE-T claim for unfair returns was denied.
We ship bulky items, and customers sometimes return them, citing reasons like "bought by mistake" or "no longer needed." As a result, we often incur heavy shipping and service charges because we don’t know how to report or claim unfair charges. For the first time, we filed a SAFE-T claim after a customer returned an item, stating it was sent to the wrong address. However, we shipped it to the exact address provided by Amazon and used Amazon’s Buy Shipping services. Despite this, our claim was declined three times. Amazon’s response was that they stand by their decision, and it is final. We understand your position, but we have the right to know why we are being charged when we are not at fault. Additionally, we would like to understand how Amazon supports sellers in cases of unfair returns. As of now, filing a SAFE-T claim seems to be our only option. Please guide us on the appropriate steps to take.
SAFE-T claim ID - 67904-40440-5215464
5 replies
Seller_i6S8knzW6zU6Z
Hi @Seller_ANd9GAQ1tjdcq,
I'm sorry to hear about your SAFE-T claim difficulties. Let me share what I found in the help documentation that might explain the situation.
For wrong address claims, the help page Reimbursement for seller-fulfilled network prepaid returns (under "SAFE-T Coverage and Eligibility") explains that reimbursement is possible when:
- You used Amazon's Buy Shipping service with a "Claims Protected" label and tracking shows on-time delivery, or
- You have signature confirmation of delivery to the buyer's address
I noticed you mentioned the claim was denied three times. The same help page (under "Appeal SAFE-T claim decision") mentions that sellers can only appeal once, and reopening claims multiple times without new information might be flagged as process abuse.
For future reference with heavy items, here's what might be helpful to know:
- For items over 50 lbs, you might be eligible for return shipping cost reimbursement if the return reason is customer fault
- The help page recommends documenting everything with photos that link returns to the original purchase
- Claims need to be filed within 60 days of the refund charge
- There's a $5,000 maximum reimbursement per order - you might want to consider third-party insurance for higher-value items
One important note from the help page: Selling Partner Support can't influence SAFE-T decisions, so it's best to work directly through the SAFE-T claims system.
Hope this helps explain the process! Let me know if you need any clarification about what I found in the help pages.
