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:

1. From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
2. Click File a new SAFE-T claim, in the top right-hand corner of the page
3. Enter the order ID for the return and then click Check eligibility.
4. 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.
5. Select the reason that best describes your case for your reimbursement claim.
6. 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?