Start tagging MODs here. Hopefully, one of them will notice this post and will look into this for you.

We also had a SAFE-T Claim issue recently. Claim ID 10753-04481-7293222, Order ID 111-1931608-6883407. We used Buy Shipping, claims eligible, UPS Next Day. Unfortunately, due to bad weather the UPS delayed delivery by 2 days. Customer returned it with "Item arrived too late" reason. But he cut or factory seals on the box, opened it, and played with a product. It's now a used product. Everything is fine with it, but we can't sell it as new because it's a high-value product with all factory seals thorn and cut.

We submitted all photos and explanation to SAFE-T team and they began playing silly, requesting for "Photographic evidence of the damage or difference with the original item. Please note that images of packaging will not suffice." There was no damage, except damage to the packaging, which now makes the product not in the original brand new factory sealed condition. How am I supposed to prove that the seals were cut and the box open without sending the images of the packaging with said "damage"? Finally, after a couple of back and fourth, SAFE-T denied and closed the case, stating "We asked additional information or evidence on 27 Mar 2025, but we did not receive the requested details."

I noticed it's really a coin toss with SAFE-T team lately. There could be two identical cases filed and they would approve one almost immediately and give us a hard time on the other one. There is nobody to complain about this, except for poor MODs here who also don't have much authority over SAFE-T team, but they do help sometimes.

Perhaps, @KJ_Amazon can look into your and our case and assist?

Thanks!