Hi! I would like to request assistance for the Safe-T claim below.

My customer returned a used cosmetic product, claiming (with a rude message, mind you) that it was expired and a fake; in reality, the product was brand new, genuine (came with a lot code/batch number and information from the manufacturer that states their products do not expire), and was completely used up by the customer.

Unfortunately, I have received denied claim after denied claim; I even sent this message to my account specialist:

The buyer returned an item in a damaged or unsellable condition, and Amazon determines you were not at fault.

Note: As per Amazon’s returns policy, if the product is damaged by the buyer, you will be reimbursed up to 50% of the order sales price of the product.

@Seller_nS0jcFQNDLG3e

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Please see the order and safe-t claim ID below; respectfully, I would like to ask a mod for further assistance and escalation. Thanks a bunch!

Order ID: 112-9664957-3897028

Safe-T claim ID: 40674-94164-0153501

SAFE-T claim # 60817-82388-5070359

Post office marked it delivered 4/25. Amazon initiated a refund a few days later. We filed a claim, "item not returned to us". Tracking showed delivered, so it was denied.

Fast forward to June 4 - the post office delivers the package. The item in question is in unsellable condition, scratched and damaged.

We tried to open another SAFE-T claim but it is one per order. We added the information. They denied it asking for an invoice with a serial number, but these do not have a serial number. We supplied an invoice to show no serial number.

This was denied because we didn't appeal within 7 days of the original claim, which we couldn't do because it arrived over a month later.

Now it is silently closed if we appeal the decision - no message, no reason, no response.

Can a mod help escalate this to whomever can help?

Thank you

We had an order where the customer first requested a return, the reason for the return was not as described, and then the item was not returned to us. Amazon refunded the customer. We can't contact the customer. We are enrolled in the CSBA program and applied for a Safe-t claim, which was denied, the reason for denial was： The issue you reported is not covered by the CSBA program.

How can we make a successful complaint and get the money back to us. Need Help!!!

SAFE-T claim ID：55410-36536-1451762