I wanted to share a frustrating experience with the SAFE-T claims process that I believe reflects a larger issue with how cases are being reviewed and handled.

Recently, I had a buyer request a refund under the reason “Order Not Received.” I shipped the item myself (seller-fulfilled), and I have full proof of delivery: tracking info from the carrier, confirmation of delivery to the correct address, and even a delivery photo.

I submitted a SAFE-T claim with all supporting documentation. However, Amazon denied the claim, citing that the item was non-returnable, which doesn’t make sense because the buyer claimed it wasn't received—there was never a return involved.

Here’s where it gets more confusing:

I had another claim days ago, with the same situation—buyer selected “Order Not Received,” I provided proof of delivery, and that claim was granted with no issue.

I even copied the wording from the previous successful appeal, only changing the relevant order details. Still, this one was denied—multiple times—even though it was the same exact type of situation.

I’ve followed every policy and provided everything asked. I understand Amazon’s need to protect buyers, but when sellers are doing everything right and still being penalized, it makes it hard to keep selling here. One inconsistent decision like this can easily wipe out the profit from several other sales.

Has anyone else run into this kind of inconsistency with SAFE-T claims?