How to file a SAFE-T claim: steps and best practices
What’s a SAFE-T claim?
A buyer opens a return request and receives a prepaid label. The item gets shipped back to you and Amazon issues a refund. Or a buyer reaches out to customer support and receives a returnless refund from a seller using Customer Service by Amazon. It’s a smooth, frictionless process... until it isn’t.
Sometimes that new item you shipped out comes back dirty or damaged—or maybe never gets shipped back at all. Maybe that returnless refund shouldn't have been issued.
That’s where SAFE-T claims come in.
“SAFE-T” stands for “Seller Assurance For E-commerce Transactions.” (I think it would look cooler as “S.A.F.E.-T. Claim” but nobody asked me.) SAFE-T claims allow sellers to appeal orders that were fully refunded by Amazon for returns using orders that were fully refunded by Amazon, most often for returns using prepaid return labels.
In other words: If you believe you should not be held financially responsible for a refund decision, you can file a SAFE-T claim for reimbursement and applicable restocking fees.
In this article I’ll explain:
- What orders are eligible for SAFE-T claims
- Steps to file a SAFE-T claim
- Best practices for SAFE-T claim success
- How to appeal a SAFE-T claim
SAFE-T claims: What orders are eligible for reimbursement?
You may be eligible for reimbursement if:
- Amazon determines that the customer abused Amazon's return or refund policy.
- An item is returned to you in unsellable condition and Amazon determines you were not at fault. You can find examples of return reasons and faulted parties here.
- A materially different item is returned to you and Amazon determines you were not at fault.
- The customer did not return the product, evident by lack of "Return Merchandise Authorization (RMA)" or a carrier’s "first scan" in a return tracking.
- Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery
- The customer said they never received the item, but I have proof through Buy Shipping Services or delivery signature confirmation
- Amazon initiated a return on behalf of a customer for an item that was outside of the return window when the customer requested to return.
When aren't orders eligible for SAFE-T claims?
- You refunded the order, either fully or partially, to the buyer.
- The order was refunded through an granted A-to-Z Claim.
- The item was lost or damaged during the return shipment.
- The order was fulfilled by Amazon.
- You refused a return shipment for any reason.
Steps to file a SAFE-T reimbursement claim:
Once you know your order qualifies, here are the steps to file your claim:
- From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
- Click File a new SAFE-T claim, in the top right-hand corner of the page
- Enter the order ID for the return and then click Check eligibility.
- If your order is eligible, proceed to the next step. If not, there’s no appeal option to request the claim be filed and reviewed for the order ID.
- Select the reason that best describes your case for your reimbursement claim.
- Attach all necessary support documentation if applicable , then click Submit Safe-T Claim. You will receive an e-mail confirming receipt of your claim.
Best practices for SAFE-T claim success:
While we can’t guarantee the success of your SAFE-T claim, we do have best practices to help set you up for success.
- Provide details. In your claim, provide all the details as why you believe Amazon should reimburse you. For example, state if you’ve been overcharged for the return label, or if the product was returned in an unacceptable condition. Be clear about what reimbursement you’re requesting — product cost, return or outbound shipping cost, etc. Providing all the details in the initial claim description will help reduce churn between you and the SAFE-T investigators.
- Include photos — lots of them. We recommend a photo of the return packaging and label, photos of the item at different angles showing and damage or wear, the packing slip, or anything else that supports your claim.
- Attach all supporting documentation. This may include a supportive image of a damaged item (comparison between damaged return vs . undamaged product), shipping label, image of the Return Mailing Label, Tracking ID, delivery proof, or invoice (or other documentation showing the item and serial number). Anything you think may be necessary when reviewing your claim — go ahead and attach it. Red boxing or highlighting areas in support documentation can help investigators determine faster and provide a resolution to you quicker.
- Communicate directly with the SAFE-T team. Once you submit your SAFE-T claim, you should send all other correspondence via the Manage SAFE-T Claims page. Don’t submit Seller Support cases, as they don’t manage SAFE-T claim decisions.
How to appeal a SAFE-T claim:
If you don’t agree with the SAFE-T’s decision — and you have additional information and evidence to support your argument — you can appeal the SAFE-T claim. You must file your appeal within seven days of the claim decision.
To file your SAFE-T claim appeal, select the View Message button located on the Manage SAFE-T claims page for the corresponding order ID. Simply post your appeal information at the bottom of the page, replying to the claim decision.
You can appeal a SAFE-T claim only once, so study the denial reasons and provide additional information that will support your appeal.
Note: Be sure to check the reply by and appeal date. Manage SAFE-T claims page will indicate “Reply by <Date> <Time>” against each claim. For resolved claims, the timeline to respond will be indicated as “Appeal by <Date> <Time>” against each claim.
Want to learn more about SAFE-T claims?
Check out these helpful links:
Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network
Customer Service by Amazon refund reimbursement policy
Service Safe-T Claims for the Amazon Services Provider program
Visit Seller University’s Tips to reduce A-to-z Guarantee Claims and returns and begin watching at the 6:20 mark.
How’d we do? Let’s hear from all of you:
For those of you who have experience filing SAFE-T claims:
- What tips or advice would you add on this topic?
- Do you have any of your own best practices on filing or appealing?
Seller_CW0P5hgbsiqWX
A standardized Safe-T Claim Form. This would make it a lot easier on the Amazon Rep reviewing it and the seller filling it in. This would especially benefit the seller because they would know up before submitting if they have the correct information.
This is what I Send:
ISSUE:
State in one sentence the reason for the claim
CLAIM AMOUNT: $XX.xx
Bullet point the fees in dispute for the claim
PRODUCT:
ORDER ID:
ASIN:
TITLE:
AMOUNT PAID:
OUTWARD SHIPPING PAID:
RETURN SHIPPING PAID;
PURCHASE HISTORY:
PRODUCT PURCHASE DATE:
PRODUCT SHIP DATE:
USPS OUTWARD TRACKING #:
PRODUCT DELIVERY DATE:
RETURN REQUEST DATE:
RETURN ARRIVAL DATE
USPS RETURN TRACKING #:
RMA;
RATIONAL:
- Bullet Point the reason and/or occurring events
- Misleading Supporting Statement
- Why the buyer selected return reason is incorrect.
- What the correct buyer return reason SHOULD be.
CONCLUSION:
A one or 2 sentence summary, including the Amounts of the claim.
PHOTOS;
Relevant to the claim.
- Actual product sent
- Actual product returned
- Returned shipping label with matching tracking number to the one Amazon provided
- Copy of Amazon policy showing what is reimbursable that RFS failed to deduct from the claim.
43 replies
Seller_8Wfpcf6cHQaPy
We still need a bookmark function within the forum.
Very nice. Bookmarked externally for quick future reference. :)
Seller_LImVvUWeyiCfQ
We still need a bookmark function within the forum.
Yes, please!
Nice post KJ_Amazon.
Danika_Amazon
When you get compliments from both @Seller_8Wfpcf6cHQaPyand @Seller_LImVvUWeyiCfQ, you know you've done something right. :)
I concur--great job on this one, @KJ_Amazon
Seller_p0BlHlpyoBzw0
Should a SAFE T claim cover when a buyer sends back an empty box? Mine was denied and they wont tell me why, just that its denied, and to not ask again about it. How do I get reimbursed for the buyer stealing from me?
Seller_COXztQESLhOJg
I have been begging Amazon over this since Christmas 2020. Her order was shopped the next day after a nighttime purchase. She chose media mail. Two days later, I get an Amazon message she wants to refund or cancel or refund. IAmazon said absolutely do not refund while in transit, only for Amazon to grant her a full refund. She even filed an A-Z claim against the item as “not as described”, which she didn’t have the item yet, so I’m cluess as to how that’s possible. I explained to her & showed her the screenshot of her package tracking from USPS & every page on USPS said in a big red banner that stated all packages were delayed to to being short-staffed from COVID, and kindly messaged that I too was not getting packages delivered either, especially my special-needs sister’s Christmas BonJovi order we placed in November 2020. Since she only had the mentality of a little girl, she cried all day, which broke my heart, as that was the last Christmas I got to spend with her before she passed away. Buyer said she wasn’t going to pay me, and I explained she would not be paying me, but the information given to me by Amazon Customer Service that told me she couldn’t pay me directly, only Amazon would accept payments, so I told her that giving her the phone number & order number to call Amazon to pay. My safe-T claim was denied & the last message I sent her, she called Amazon & said I was threatening her, which I am not that kind of purpose, as I always tried to be kind & if I am angry, I never let anyone see or hear that from me. What to do, as I have so many returns that I cannot authorize as Amazon automatically approves them & I get my items back used, stained, damaged or even the price tag ripped off & not sent with the return, so I can’t sell the item as Brand New. Despite my begging Amazon to refund my returns before I receive the item back, especially damaged, as I always adhered to their 24 hour limit & refund in less than 24 if I am allowed to give the refund myself, but Amazon refunds it before I have a chance. I apologize for the novella, but due to congenital birth defects & hereditary autoimmune immune diseases, so our doctors forbid us working outside the home. Then we were permanently finically devastate as we were a direct hit by Hurricane Sandy & we lost everything. Now we’re in foreclosure & dealing with this is the last thing I need, plus every Safe-T claim gets denied. Any suggestions?
Seller_CW0P5hgbsiqWX
@KJ_AmazonThat was a nice post. Now Explain This....
1. Common sense would say Amazon should have created a STANDARD FORM to file Safe-T claims by now.
EXPLAIN WHY AMAZON HAS NOT CREATED A STANDARD SAFE-T CLAIM AS OF YET, AND HAS NO FORETHOUGHT TO DO SO.
2. After all, if a seller has to file a Safe-t claim, it's because of a fraudulent return by an Amazon buyer. It is common knowledge that the RFS program promotes the buyer's fraudulent returns. With a long and lengthy article such as this post,
EXPLAIN WHAT AMAZON IS DOING WITH THE FRAUDULENT BUYER'S REPORTED IN SAFE-T CLAIMS TO PORTECT THE SAFETY OF THE SITE.
That is what 3rd Party sellers want and need to know.
Seller_DdmPiA1p1S2Wu
Thanks for this reference. By the way, I think there is typo where it says, "You refunded the order, either fully or partially, to the seller." I think that should be "to the buyer".
Seller_fylkV8a4HmWaJ
Thanks for all the great information. If you click on the process to file a SAFE-T Claim and it says "Seller needs to be debited to be eligible to file SAFE-T claim" . . . What does this mean?
Seller_QjYfjZwWH8D0l
@KJ_AmazonI'm hoping you can assist with a SAFE-T claim that has been inappropriately last-worded. The SAFE-T claim ID # is 81677-94968-2615444, and it's for a return label for seller-fulfilled order #114-7264833-7201829.
The guidelines you posted clearly state that I'm eligible for reimbursement if "Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery."
That's precisely what happened in this case, but the agent denied the claim and refuses to escalate.
I have a long list of successful claims for merchant-fulfilled orders, and this one was no different. The item did not qualify for free return shipping. I provided a screenshot of the offer confirming that there was no free-returns badge and also submitted photos of the return label, packaging, and returned items (as I always do). All of that documentation was uploaded, but the agent still insists the item qualified for free return shipping because the returned goods were in "sellable condition."
How to file a SAFE-T claim: steps and best practices
What’s a SAFE-T claim?
A buyer opens a return request and receives a prepaid label. The item gets shipped back to you and Amazon issues a refund. Or a buyer reaches out to customer support and receives a returnless refund from a seller using Customer Service by Amazon. It’s a smooth, frictionless process... until it isn’t.
Sometimes that new item you shipped out comes back dirty or damaged—or maybe never gets shipped back at all. Maybe that returnless refund shouldn't have been issued.
That’s where SAFE-T claims come in.
“SAFE-T” stands for “Seller Assurance For E-commerce Transactions.” (I think it would look cooler as “S.A.F.E.-T. Claim” but nobody asked me.) SAFE-T claims allow sellers to appeal orders that were fully refunded by Amazon for returns using orders that were fully refunded by Amazon, most often for returns using prepaid return labels.
In other words: If you believe you should not be held financially responsible for a refund decision, you can file a SAFE-T claim for reimbursement and applicable restocking fees.
In this article I’ll explain:
- What orders are eligible for SAFE-T claims
- Steps to file a SAFE-T claim
- Best practices for SAFE-T claim success
- How to appeal a SAFE-T claim
SAFE-T claims: What orders are eligible for reimbursement?
You may be eligible for reimbursement if:
- Amazon determines that the customer abused Amazon's return or refund policy.
- An item is returned to you in unsellable condition and Amazon determines you were not at fault. You can find examples of return reasons and faulted parties here.
- A materially different item is returned to you and Amazon determines you were not at fault.
- The customer did not return the product, evident by lack of "Return Merchandise Authorization (RMA)" or a carrier’s "first scan" in a return tracking.
- Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery
- The customer said they never received the item, but I have proof through Buy Shipping Services or delivery signature confirmation
- Amazon initiated a return on behalf of a customer for an item that was outside of the return window when the customer requested to return.
When aren't orders eligible for SAFE-T claims?
- You refunded the order, either fully or partially, to the buyer.
- The order was refunded through an granted A-to-Z Claim.
- The item was lost or damaged during the return shipment.
- The order was fulfilled by Amazon.
- You refused a return shipment for any reason.
Steps to file a SAFE-T reimbursement claim:
Once you know your order qualifies, here are the steps to file your claim:
- From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
- Click File a new SAFE-T claim, in the top right-hand corner of the page
- Enter the order ID for the return and then click Check eligibility.
- If your order is eligible, proceed to the next step. If not, there’s no appeal option to request the claim be filed and reviewed for the order ID.
- Select the reason that best describes your case for your reimbursement claim.
- Attach all necessary support documentation if applicable , then click Submit Safe-T Claim. You will receive an e-mail confirming receipt of your claim.
Best practices for SAFE-T claim success:
While we can’t guarantee the success of your SAFE-T claim, we do have best practices to help set you up for success.
- Provide details. In your claim, provide all the details as why you believe Amazon should reimburse you. For example, state if you’ve been overcharged for the return label, or if the product was returned in an unacceptable condition. Be clear about what reimbursement you’re requesting — product cost, return or outbound shipping cost, etc. Providing all the details in the initial claim description will help reduce churn between you and the SAFE-T investigators.
- Include photos — lots of them. We recommend a photo of the return packaging and label, photos of the item at different angles showing and damage or wear, the packing slip, or anything else that supports your claim.
- Attach all supporting documentation. This may include a supportive image of a damaged item (comparison between damaged return vs . undamaged product), shipping label, image of the Return Mailing Label, Tracking ID, delivery proof, or invoice (or other documentation showing the item and serial number). Anything you think may be necessary when reviewing your claim — go ahead and attach it. Red boxing or highlighting areas in support documentation can help investigators determine faster and provide a resolution to you quicker.
- Communicate directly with the SAFE-T team. Once you submit your SAFE-T claim, you should send all other correspondence via the Manage SAFE-T Claims page. Don’t submit Seller Support cases, as they don’t manage SAFE-T claim decisions.
How to appeal a SAFE-T claim:
If you don’t agree with the SAFE-T’s decision — and you have additional information and evidence to support your argument — you can appeal the SAFE-T claim. You must file your appeal within seven days of the claim decision.
To file your SAFE-T claim appeal, select the View Message button located on the Manage SAFE-T claims page for the corresponding order ID. Simply post your appeal information at the bottom of the page, replying to the claim decision.
You can appeal a SAFE-T claim only once, so study the denial reasons and provide additional information that will support your appeal.
Note: Be sure to check the reply by and appeal date. Manage SAFE-T claims page will indicate “Reply by <Date> <Time>” against each claim. For resolved claims, the timeline to respond will be indicated as “Appeal by <Date> <Time>” against each claim.
Want to learn more about SAFE-T claims?
Check out these helpful links:
Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network
Customer Service by Amazon refund reimbursement policy
Service Safe-T Claims for the Amazon Services Provider program
Visit Seller University’s Tips to reduce A-to-z Guarantee Claims and returns and begin watching at the 6:20 mark.
How’d we do? Let’s hear from all of you:
For those of you who have experience filing SAFE-T claims:
- What tips or advice would you add on this topic?
- Do you have any of your own best practices on filing or appealing?
How to file a SAFE-T claim: steps and best practices
What’s a SAFE-T claim?
A buyer opens a return request and receives a prepaid label. The item gets shipped back to you and Amazon issues a refund. Or a buyer reaches out to customer support and receives a returnless refund from a seller using Customer Service by Amazon. It’s a smooth, frictionless process... until it isn’t.
Sometimes that new item you shipped out comes back dirty or damaged—or maybe never gets shipped back at all. Maybe that returnless refund shouldn't have been issued.
That’s where SAFE-T claims come in.
“SAFE-T” stands for “Seller Assurance For E-commerce Transactions.” (I think it would look cooler as “S.A.F.E.-T. Claim” but nobody asked me.) SAFE-T claims allow sellers to appeal orders that were fully refunded by Amazon for returns using orders that were fully refunded by Amazon, most often for returns using prepaid return labels.
In other words: If you believe you should not be held financially responsible for a refund decision, you can file a SAFE-T claim for reimbursement and applicable restocking fees.
In this article I’ll explain:
- What orders are eligible for SAFE-T claims
- Steps to file a SAFE-T claim
- Best practices for SAFE-T claim success
- How to appeal a SAFE-T claim
SAFE-T claims: What orders are eligible for reimbursement?
You may be eligible for reimbursement if:
- Amazon determines that the customer abused Amazon's return or refund policy.
- An item is returned to you in unsellable condition and Amazon determines you were not at fault. You can find examples of return reasons and faulted parties here.
- A materially different item is returned to you and Amazon determines you were not at fault.
- The customer did not return the product, evident by lack of "Return Merchandise Authorization (RMA)" or a carrier’s "first scan" in a return tracking.
- Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery
- The customer said they never received the item, but I have proof through Buy Shipping Services or delivery signature confirmation
- Amazon initiated a return on behalf of a customer for an item that was outside of the return window when the customer requested to return.
When aren't orders eligible for SAFE-T claims?
- You refunded the order, either fully or partially, to the buyer.
- The order was refunded through an granted A-to-Z Claim.
- The item was lost or damaged during the return shipment.
- The order was fulfilled by Amazon.
- You refused a return shipment for any reason.
Steps to file a SAFE-T reimbursement claim:
Once you know your order qualifies, here are the steps to file your claim:
- From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
- Click File a new SAFE-T claim, in the top right-hand corner of the page
- Enter the order ID for the return and then click Check eligibility.
- If your order is eligible, proceed to the next step. If not, there’s no appeal option to request the claim be filed and reviewed for the order ID.
- Select the reason that best describes your case for your reimbursement claim.
- Attach all necessary support documentation if applicable , then click Submit Safe-T Claim. You will receive an e-mail confirming receipt of your claim.
Best practices for SAFE-T claim success:
While we can’t guarantee the success of your SAFE-T claim, we do have best practices to help set you up for success.
- Provide details. In your claim, provide all the details as why you believe Amazon should reimburse you. For example, state if you’ve been overcharged for the return label, or if the product was returned in an unacceptable condition. Be clear about what reimbursement you’re requesting — product cost, return or outbound shipping cost, etc. Providing all the details in the initial claim description will help reduce churn between you and the SAFE-T investigators.
- Include photos — lots of them. We recommend a photo of the return packaging and label, photos of the item at different angles showing and damage or wear, the packing slip, or anything else that supports your claim.
- Attach all supporting documentation. This may include a supportive image of a damaged item (comparison between damaged return vs . undamaged product), shipping label, image of the Return Mailing Label, Tracking ID, delivery proof, or invoice (or other documentation showing the item and serial number). Anything you think may be necessary when reviewing your claim — go ahead and attach it. Red boxing or highlighting areas in support documentation can help investigators determine faster and provide a resolution to you quicker.
- Communicate directly with the SAFE-T team. Once you submit your SAFE-T claim, you should send all other correspondence via the Manage SAFE-T Claims page. Don’t submit Seller Support cases, as they don’t manage SAFE-T claim decisions.
How to appeal a SAFE-T claim:
If you don’t agree with the SAFE-T’s decision — and you have additional information and evidence to support your argument — you can appeal the SAFE-T claim. You must file your appeal within seven days of the claim decision.
To file your SAFE-T claim appeal, select the View Message button located on the Manage SAFE-T claims page for the corresponding order ID. Simply post your appeal information at the bottom of the page, replying to the claim decision.
You can appeal a SAFE-T claim only once, so study the denial reasons and provide additional information that will support your appeal.
Note: Be sure to check the reply by and appeal date. Manage SAFE-T claims page will indicate “Reply by <Date> <Time>” against each claim. For resolved claims, the timeline to respond will be indicated as “Appeal by <Date> <Time>” against each claim.
Want to learn more about SAFE-T claims?
Check out these helpful links:
Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network
Customer Service by Amazon refund reimbursement policy
Service Safe-T Claims for the Amazon Services Provider program
Visit Seller University’s Tips to reduce A-to-z Guarantee Claims and returns and begin watching at the 6:20 mark.
How’d we do? Let’s hear from all of you:
For those of you who have experience filing SAFE-T claims:
- What tips or advice would you add on this topic?
- Do you have any of your own best practices on filing or appealing?
Seller_CW0P5hgbsiqWX
A standardized Safe-T Claim Form. This would make it a lot easier on the Amazon Rep reviewing it and the seller filling it in. This would especially benefit the seller because they would know up before submitting if they have the correct information.
This is what I Send:
ISSUE:
State in one sentence the reason for the claim
CLAIM AMOUNT: $XX.xx
Bullet point the fees in dispute for the claim
PRODUCT:
ORDER ID:
ASIN:
TITLE:
AMOUNT PAID:
OUTWARD SHIPPING PAID:
RETURN SHIPPING PAID;
PURCHASE HISTORY:
PRODUCT PURCHASE DATE:
PRODUCT SHIP DATE:
USPS OUTWARD TRACKING #:
PRODUCT DELIVERY DATE:
RETURN REQUEST DATE:
RETURN ARRIVAL DATE
USPS RETURN TRACKING #:
RMA;
RATIONAL:
- Bullet Point the reason and/or occurring events
- Misleading Supporting Statement
- Why the buyer selected return reason is incorrect.
- What the correct buyer return reason SHOULD be.
CONCLUSION:
A one or 2 sentence summary, including the Amounts of the claim.
PHOTOS;
Relevant to the claim.
- Actual product sent
- Actual product returned
- Returned shipping label with matching tracking number to the one Amazon provided
- Copy of Amazon policy showing what is reimbursable that RFS failed to deduct from the claim.
Seller_CW0P5hgbsiqWX
A standardized Safe-T Claim Form. This would make it a lot easier on the Amazon Rep reviewing it and the seller filling it in. This would especially benefit the seller because they would know up before submitting if they have the correct information.
This is what I Send:
ISSUE:
State in one sentence the reason for the claim
CLAIM AMOUNT: $XX.xx
Bullet point the fees in dispute for the claim
PRODUCT:
ORDER ID:
ASIN:
TITLE:
AMOUNT PAID:
OUTWARD SHIPPING PAID:
RETURN SHIPPING PAID;
PURCHASE HISTORY:
PRODUCT PURCHASE DATE:
PRODUCT SHIP DATE:
USPS OUTWARD TRACKING #:
PRODUCT DELIVERY DATE:
RETURN REQUEST DATE:
RETURN ARRIVAL DATE
USPS RETURN TRACKING #:
RMA;
RATIONAL:
- Bullet Point the reason and/or occurring events
- Misleading Supporting Statement
- Why the buyer selected return reason is incorrect.
- What the correct buyer return reason SHOULD be.
CONCLUSION:
A one or 2 sentence summary, including the Amounts of the claim.
PHOTOS;
Relevant to the claim.
- Actual product sent
- Actual product returned
- Returned shipping label with matching tracking number to the one Amazon provided
- Copy of Amazon policy showing what is reimbursable that RFS failed to deduct from the claim.
Seller_CW0P5hgbsiqWX
A standardized Safe-T Claim Form. This would make it a lot easier on the Amazon Rep reviewing it and the seller filling it in. This would especially benefit the seller because they would know up before submitting if they have the correct information.
This is what I Send:
ISSUE:
State in one sentence the reason for the claim
CLAIM AMOUNT: $XX.xx
Bullet point the fees in dispute for the claim
PRODUCT:
ORDER ID:
ASIN:
TITLE:
AMOUNT PAID:
OUTWARD SHIPPING PAID:
RETURN SHIPPING PAID;
PURCHASE HISTORY:
PRODUCT PURCHASE DATE:
PRODUCT SHIP DATE:
USPS OUTWARD TRACKING #:
PRODUCT DELIVERY DATE:
RETURN REQUEST DATE:
RETURN ARRIVAL DATE
USPS RETURN TRACKING #:
RMA;
RATIONAL:
- Bullet Point the reason and/or occurring events
- Misleading Supporting Statement
- Why the buyer selected return reason is incorrect.
- What the correct buyer return reason SHOULD be.
CONCLUSION:
A one or 2 sentence summary, including the Amounts of the claim.
PHOTOS;
Relevant to the claim.
- Actual product sent
- Actual product returned
- Returned shipping label with matching tracking number to the one Amazon provided
- Copy of Amazon policy showing what is reimbursable that RFS failed to deduct from the claim.
43 replies
43 replies
Seller_8Wfpcf6cHQaPy
We still need a bookmark function within the forum.
Very nice. Bookmarked externally for quick future reference. :)
Seller_LImVvUWeyiCfQ
We still need a bookmark function within the forum.
Yes, please!
Nice post KJ_Amazon.
Danika_Amazon
When you get compliments from both @Seller_8Wfpcf6cHQaPyand @Seller_LImVvUWeyiCfQ, you know you've done something right. :)
I concur--great job on this one, @KJ_Amazon
Seller_p0BlHlpyoBzw0
Should a SAFE T claim cover when a buyer sends back an empty box? Mine was denied and they wont tell me why, just that its denied, and to not ask again about it. How do I get reimbursed for the buyer stealing from me?
Seller_COXztQESLhOJg
I have been begging Amazon over this since Christmas 2020. Her order was shopped the next day after a nighttime purchase. She chose media mail. Two days later, I get an Amazon message she wants to refund or cancel or refund. IAmazon said absolutely do not refund while in transit, only for Amazon to grant her a full refund. She even filed an A-Z claim against the item as “not as described”, which she didn’t have the item yet, so I’m cluess as to how that’s possible. I explained to her & showed her the screenshot of her package tracking from USPS & every page on USPS said in a big red banner that stated all packages were delayed to to being short-staffed from COVID, and kindly messaged that I too was not getting packages delivered either, especially my special-needs sister’s Christmas BonJovi order we placed in November 2020. Since she only had the mentality of a little girl, she cried all day, which broke my heart, as that was the last Christmas I got to spend with her before she passed away. Buyer said she wasn’t going to pay me, and I explained she would not be paying me, but the information given to me by Amazon Customer Service that told me she couldn’t pay me directly, only Amazon would accept payments, so I told her that giving her the phone number & order number to call Amazon to pay. My safe-T claim was denied & the last message I sent her, she called Amazon & said I was threatening her, which I am not that kind of purpose, as I always tried to be kind & if I am angry, I never let anyone see or hear that from me. What to do, as I have so many returns that I cannot authorize as Amazon automatically approves them & I get my items back used, stained, damaged or even the price tag ripped off & not sent with the return, so I can’t sell the item as Brand New. Despite my begging Amazon to refund my returns before I receive the item back, especially damaged, as I always adhered to their 24 hour limit & refund in less than 24 if I am allowed to give the refund myself, but Amazon refunds it before I have a chance. I apologize for the novella, but due to congenital birth defects & hereditary autoimmune immune diseases, so our doctors forbid us working outside the home. Then we were permanently finically devastate as we were a direct hit by Hurricane Sandy & we lost everything. Now we’re in foreclosure & dealing with this is the last thing I need, plus every Safe-T claim gets denied. Any suggestions?
Seller_CW0P5hgbsiqWX
@KJ_AmazonThat was a nice post. Now Explain This....
1. Common sense would say Amazon should have created a STANDARD FORM to file Safe-T claims by now.
EXPLAIN WHY AMAZON HAS NOT CREATED A STANDARD SAFE-T CLAIM AS OF YET, AND HAS NO FORETHOUGHT TO DO SO.
2. After all, if a seller has to file a Safe-t claim, it's because of a fraudulent return by an Amazon buyer. It is common knowledge that the RFS program promotes the buyer's fraudulent returns. With a long and lengthy article such as this post,
EXPLAIN WHAT AMAZON IS DOING WITH THE FRAUDULENT BUYER'S REPORTED IN SAFE-T CLAIMS TO PORTECT THE SAFETY OF THE SITE.
That is what 3rd Party sellers want and need to know.
Seller_DdmPiA1p1S2Wu
Thanks for this reference. By the way, I think there is typo where it says, "You refunded the order, either fully or partially, to the seller." I think that should be "to the buyer".
Seller_fylkV8a4HmWaJ
Thanks for all the great information. If you click on the process to file a SAFE-T Claim and it says "Seller needs to be debited to be eligible to file SAFE-T claim" . . . What does this mean?
Seller_QjYfjZwWH8D0l
@KJ_AmazonI'm hoping you can assist with a SAFE-T claim that has been inappropriately last-worded. The SAFE-T claim ID # is 81677-94968-2615444, and it's for a return label for seller-fulfilled order #114-7264833-7201829.
The guidelines you posted clearly state that I'm eligible for reimbursement if "Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery."
That's precisely what happened in this case, but the agent denied the claim and refuses to escalate.
I have a long list of successful claims for merchant-fulfilled orders, and this one was no different. The item did not qualify for free return shipping. I provided a screenshot of the offer confirming that there was no free-returns badge and also submitted photos of the return label, packaging, and returned items (as I always do). All of that documentation was uploaded, but the agent still insists the item qualified for free return shipping because the returned goods were in "sellable condition."
Seller_8Wfpcf6cHQaPy
We still need a bookmark function within the forum.
Very nice. Bookmarked externally for quick future reference. :)
Seller_8Wfpcf6cHQaPy
We still need a bookmark function within the forum.
Very nice. Bookmarked externally for quick future reference. :)
Seller_LImVvUWeyiCfQ
We still need a bookmark function within the forum.
Yes, please!
Nice post KJ_Amazon.
Seller_LImVvUWeyiCfQ
We still need a bookmark function within the forum.
Yes, please!
Nice post KJ_Amazon.
Danika_Amazon
When you get compliments from both @Seller_8Wfpcf6cHQaPyand @Seller_LImVvUWeyiCfQ, you know you've done something right. :)
I concur--great job on this one, @KJ_Amazon
Danika_Amazon
When you get compliments from both @Seller_8Wfpcf6cHQaPyand @Seller_LImVvUWeyiCfQ, you know you've done something right. :)
I concur--great job on this one, @KJ_Amazon
Seller_p0BlHlpyoBzw0
Should a SAFE T claim cover when a buyer sends back an empty box? Mine was denied and they wont tell me why, just that its denied, and to not ask again about it. How do I get reimbursed for the buyer stealing from me?
Seller_p0BlHlpyoBzw0
Should a SAFE T claim cover when a buyer sends back an empty box? Mine was denied and they wont tell me why, just that its denied, and to not ask again about it. How do I get reimbursed for the buyer stealing from me?
Seller_COXztQESLhOJg
I have been begging Amazon over this since Christmas 2020. Her order was shopped the next day after a nighttime purchase. She chose media mail. Two days later, I get an Amazon message she wants to refund or cancel or refund. IAmazon said absolutely do not refund while in transit, only for Amazon to grant her a full refund. She even filed an A-Z claim against the item as “not as described”, which she didn’t have the item yet, so I’m cluess as to how that’s possible. I explained to her & showed her the screenshot of her package tracking from USPS & every page on USPS said in a big red banner that stated all packages were delayed to to being short-staffed from COVID, and kindly messaged that I too was not getting packages delivered either, especially my special-needs sister’s Christmas BonJovi order we placed in November 2020. Since she only had the mentality of a little girl, she cried all day, which broke my heart, as that was the last Christmas I got to spend with her before she passed away. Buyer said she wasn’t going to pay me, and I explained she would not be paying me, but the information given to me by Amazon Customer Service that told me she couldn’t pay me directly, only Amazon would accept payments, so I told her that giving her the phone number & order number to call Amazon to pay. My safe-T claim was denied & the last message I sent her, she called Amazon & said I was threatening her, which I am not that kind of purpose, as I always tried to be kind & if I am angry, I never let anyone see or hear that from me. What to do, as I have so many returns that I cannot authorize as Amazon automatically approves them & I get my items back used, stained, damaged or even the price tag ripped off & not sent with the return, so I can’t sell the item as Brand New. Despite my begging Amazon to refund my returns before I receive the item back, especially damaged, as I always adhered to their 24 hour limit & refund in less than 24 if I am allowed to give the refund myself, but Amazon refunds it before I have a chance. I apologize for the novella, but due to congenital birth defects & hereditary autoimmune immune diseases, so our doctors forbid us working outside the home. Then we were permanently finically devastate as we were a direct hit by Hurricane Sandy & we lost everything. Now we’re in foreclosure & dealing with this is the last thing I need, plus every Safe-T claim gets denied. Any suggestions?
Seller_COXztQESLhOJg
I have been begging Amazon over this since Christmas 2020. Her order was shopped the next day after a nighttime purchase. She chose media mail. Two days later, I get an Amazon message she wants to refund or cancel or refund. IAmazon said absolutely do not refund while in transit, only for Amazon to grant her a full refund. She even filed an A-Z claim against the item as “not as described”, which she didn’t have the item yet, so I’m cluess as to how that’s possible. I explained to her & showed her the screenshot of her package tracking from USPS & every page on USPS said in a big red banner that stated all packages were delayed to to being short-staffed from COVID, and kindly messaged that I too was not getting packages delivered either, especially my special-needs sister’s Christmas BonJovi order we placed in November 2020. Since she only had the mentality of a little girl, she cried all day, which broke my heart, as that was the last Christmas I got to spend with her before she passed away. Buyer said she wasn’t going to pay me, and I explained she would not be paying me, but the information given to me by Amazon Customer Service that told me she couldn’t pay me directly, only Amazon would accept payments, so I told her that giving her the phone number & order number to call Amazon to pay. My safe-T claim was denied & the last message I sent her, she called Amazon & said I was threatening her, which I am not that kind of purpose, as I always tried to be kind & if I am angry, I never let anyone see or hear that from me. What to do, as I have so many returns that I cannot authorize as Amazon automatically approves them & I get my items back used, stained, damaged or even the price tag ripped off & not sent with the return, so I can’t sell the item as Brand New. Despite my begging Amazon to refund my returns before I receive the item back, especially damaged, as I always adhered to their 24 hour limit & refund in less than 24 if I am allowed to give the refund myself, but Amazon refunds it before I have a chance. I apologize for the novella, but due to congenital birth defects & hereditary autoimmune immune diseases, so our doctors forbid us working outside the home. Then we were permanently finically devastate as we were a direct hit by Hurricane Sandy & we lost everything. Now we’re in foreclosure & dealing with this is the last thing I need, plus every Safe-T claim gets denied. Any suggestions?
Seller_CW0P5hgbsiqWX
@KJ_AmazonThat was a nice post. Now Explain This....
1. Common sense would say Amazon should have created a STANDARD FORM to file Safe-T claims by now.
EXPLAIN WHY AMAZON HAS NOT CREATED A STANDARD SAFE-T CLAIM AS OF YET, AND HAS NO FORETHOUGHT TO DO SO.
2. After all, if a seller has to file a Safe-t claim, it's because of a fraudulent return by an Amazon buyer. It is common knowledge that the RFS program promotes the buyer's fraudulent returns. With a long and lengthy article such as this post,
EXPLAIN WHAT AMAZON IS DOING WITH THE FRAUDULENT BUYER'S REPORTED IN SAFE-T CLAIMS TO PORTECT THE SAFETY OF THE SITE.
That is what 3rd Party sellers want and need to know.
Seller_CW0P5hgbsiqWX
@KJ_AmazonThat was a nice post. Now Explain This....
1. Common sense would say Amazon should have created a STANDARD FORM to file Safe-T claims by now.
EXPLAIN WHY AMAZON HAS NOT CREATED A STANDARD SAFE-T CLAIM AS OF YET, AND HAS NO FORETHOUGHT TO DO SO.
2. After all, if a seller has to file a Safe-t claim, it's because of a fraudulent return by an Amazon buyer. It is common knowledge that the RFS program promotes the buyer's fraudulent returns. With a long and lengthy article such as this post,
EXPLAIN WHAT AMAZON IS DOING WITH THE FRAUDULENT BUYER'S REPORTED IN SAFE-T CLAIMS TO PORTECT THE SAFETY OF THE SITE.
That is what 3rd Party sellers want and need to know.
Seller_DdmPiA1p1S2Wu
Thanks for this reference. By the way, I think there is typo where it says, "You refunded the order, either fully or partially, to the seller." I think that should be "to the buyer".
Seller_DdmPiA1p1S2Wu
Thanks for this reference. By the way, I think there is typo where it says, "You refunded the order, either fully or partially, to the seller." I think that should be "to the buyer".
Seller_fylkV8a4HmWaJ
Thanks for all the great information. If you click on the process to file a SAFE-T Claim and it says "Seller needs to be debited to be eligible to file SAFE-T claim" . . . What does this mean?
Seller_fylkV8a4HmWaJ
Thanks for all the great information. If you click on the process to file a SAFE-T Claim and it says "Seller needs to be debited to be eligible to file SAFE-T claim" . . . What does this mean?
Seller_QjYfjZwWH8D0l
@KJ_AmazonI'm hoping you can assist with a SAFE-T claim that has been inappropriately last-worded. The SAFE-T claim ID # is 81677-94968-2615444, and it's for a return label for seller-fulfilled order #114-7264833-7201829.
The guidelines you posted clearly state that I'm eligible for reimbursement if "Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery."
That's precisely what happened in this case, but the agent denied the claim and refuses to escalate.
I have a long list of successful claims for merchant-fulfilled orders, and this one was no different. The item did not qualify for free return shipping. I provided a screenshot of the offer confirming that there was no free-returns badge and also submitted photos of the return label, packaging, and returned items (as I always do). All of that documentation was uploaded, but the agent still insists the item qualified for free return shipping because the returned goods were in "sellable condition."
Seller_QjYfjZwWH8D0l
@KJ_AmazonI'm hoping you can assist with a SAFE-T claim that has been inappropriately last-worded. The SAFE-T claim ID # is 81677-94968-2615444, and it's for a return label for seller-fulfilled order #114-7264833-7201829.
The guidelines you posted clearly state that I'm eligible for reimbursement if "Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery."
That's precisely what happened in this case, but the agent denied the claim and refuses to escalate.
I have a long list of successful claims for merchant-fulfilled orders, and this one was no different. The item did not qualify for free return shipping. I provided a screenshot of the offer confirming that there was no free-returns badge and also submitted photos of the return label, packaging, and returned items (as I always do). All of that documentation was uploaded, but the agent still insists the item qualified for free return shipping because the returned goods were in "sellable condition."
