FBM Refund Issued for Order Not Received
Amazon approved a refund for an FBM order, without any interaction with me (the Seller). The tracking clearly shows the item was delivered to the address on the label I purchased thru Amazon. I filed a SAFE-T claim, which was IMMEDIATELY rejected/denied. This means AI auto denied my claim - for no reason. When I contacted Amazon Seller support, they recommended I "appeal" the decision - and provide "additional information" to support my appeal.
This is INSANE.
1. How did this refund get auto approved for the customer, when the order clearly was in fact, delivered?
2. Why would I not be involved in the refund approval process?
3. Why does Amazon's SAFE-T system auto decline all submissions?
4. Why did the Amazon Seller support rep suggest I appeal a "decision" that obviously wasn't made by a human?
5. Why would Amazon Seller support ask I provide "additional evidence" when I provided clear evidence upfront?
How do I get my money back - which Amazon just decided to give away without any due process?
Tom
FBM Refund Issued for Order Not Received
Amazon approved a refund for an FBM order, without any interaction with me (the Seller). The tracking clearly shows the item was delivered to the address on the label I purchased thru Amazon. I filed a SAFE-T claim, which was IMMEDIATELY rejected/denied. This means AI auto denied my claim - for no reason. When I contacted Amazon Seller support, they recommended I "appeal" the decision - and provide "additional information" to support my appeal.
This is INSANE.
1. How did this refund get auto approved for the customer, when the order clearly was in fact, delivered?
2. Why would I not be involved in the refund approval process?
3. Why does Amazon's SAFE-T system auto decline all submissions?
4. Why did the Amazon Seller support rep suggest I appeal a "decision" that obviously wasn't made by a human?
5. Why would Amazon Seller support ask I provide "additional evidence" when I provided clear evidence upfront?
How do I get my money back - which Amazon just decided to give away without any due process?
Tom
21 replies
Seller_Sram36TnVt73c
1. They called customer service direct cuz they know they'll get a refund easily that way without involving you.
2. See above
3. 4. and 5. You are being asked to appeal the decision because the first few rejections are generated by bot and they want to see how long you'll hang in there until you get a remedy. Presumably a lot of sellers give up.
Seller_oDXVaydIpi3Hi
At this point, maybe we should just ask that the 39.99 monthly fee should come with a supply of lube.
You'll like spend 1-10+ hours of time to get back the money they stole. They know thats a losing proposition for most sellers. Only way around that is to hire a VA for pennies on the dollar to fight with their pennies on the dollar BPO employee in hopes you get the ethical resolution quickly enough.
I'd consider filing a quick appeal. When it gets rejected post the case number here and beg for a mod to take mercy on you.
Goodluck
Seller_Pt30aheGX2ycT
This exact thing happened to me last week. I appealed or replied to the denial message... I am still waiting. It shows as "under investigation"
Thankfully we should both receive refunds but we will have to jump through some hoops to get it. I understand your frustration.
Seller_g8TazGqVjFzhA
This happens to me quite often. I like when the Amazon rep sends out a replacement and the original is never returned. It's just like theft by stealing my inventory! Buyers are smart and know how to play the game.
I have several customer-damaged returns, replacements, and then refunds just like you are mentioning. Still, Amazon told me I have to wait until 60 days from the approval date for a replacement, or 60 days from the date of the product being received if customer damaged, before I can open a dispute.
I now keep a spreadsheet with order numbers, dates, and notes. I'll be filing disputes on the 60th day. It adds up too quickly to let Amazon steal all of our money!
KJ_Amazon
Hello @Seller_3JLBl2PvFbkyF
If you share a Case ID, I can review the details and determine why the refund was issued and whether there are any steps available for you to appeal the decision.
I also recommend checking whether you are registered to the Customer Service By Amazon program. If you are part of this program, Amazon Customer Service will manage customer inquiries and decisions, such as the one you described.
I also recommend reviewing the below pages for information about Buy Shipping protections and the most effective information to provide for SAFE-T Claims and appeals, including specifying that the order was shipped on time using Amazon Buy Shipping.
Amazon Buy Shipping protections
FAQ on Customer Service by Amazon (CSBA) reimbursements
Seller_LTNvvFJ2jqJOv
They really don't read the first one, they get paid for responding I'm betting.
Seller_aVD1PA1Unwr9o
Same thing just happened to me today, no item returned and refund was given. I will be filing a safe T claim.
Seller_AREiDwk1ZWlcu
Amazon, like many other Corporates, have realized that if they erect enough barriers to issuing refunds they will make a lot of exra money at Seller expense, as well as save on Support expenses. This was pioneered by health insurance companies and now widely adopted. They just keep sending back stupid answers until it's not worth the time and frustration. Meanwhile they trumpet their "Amazing Customer Service!" to the buyers, because they allow them to rip off sellers.
FBM Refund Issued for Order Not Received
Amazon approved a refund for an FBM order, without any interaction with me (the Seller). The tracking clearly shows the item was delivered to the address on the label I purchased thru Amazon. I filed a SAFE-T claim, which was IMMEDIATELY rejected/denied. This means AI auto denied my claim - for no reason. When I contacted Amazon Seller support, they recommended I "appeal" the decision - and provide "additional information" to support my appeal.
This is INSANE.
1. How did this refund get auto approved for the customer, when the order clearly was in fact, delivered?
2. Why would I not be involved in the refund approval process?
3. Why does Amazon's SAFE-T system auto decline all submissions?
4. Why did the Amazon Seller support rep suggest I appeal a "decision" that obviously wasn't made by a human?
5. Why would Amazon Seller support ask I provide "additional evidence" when I provided clear evidence upfront?
How do I get my money back - which Amazon just decided to give away without any due process?
Tom
FBM Refund Issued for Order Not Received
Amazon approved a refund for an FBM order, without any interaction with me (the Seller). The tracking clearly shows the item was delivered to the address on the label I purchased thru Amazon. I filed a SAFE-T claim, which was IMMEDIATELY rejected/denied. This means AI auto denied my claim - for no reason. When I contacted Amazon Seller support, they recommended I "appeal" the decision - and provide "additional information" to support my appeal.
This is INSANE.
1. How did this refund get auto approved for the customer, when the order clearly was in fact, delivered?
2. Why would I not be involved in the refund approval process?
3. Why does Amazon's SAFE-T system auto decline all submissions?
4. Why did the Amazon Seller support rep suggest I appeal a "decision" that obviously wasn't made by a human?
5. Why would Amazon Seller support ask I provide "additional evidence" when I provided clear evidence upfront?
How do I get my money back - which Amazon just decided to give away without any due process?
Tom
FBM Refund Issued for Order Not Received
Amazon approved a refund for an FBM order, without any interaction with me (the Seller). The tracking clearly shows the item was delivered to the address on the label I purchased thru Amazon. I filed a SAFE-T claim, which was IMMEDIATELY rejected/denied. This means AI auto denied my claim - for no reason. When I contacted Amazon Seller support, they recommended I "appeal" the decision - and provide "additional information" to support my appeal.
This is INSANE.
1. How did this refund get auto approved for the customer, when the order clearly was in fact, delivered?
2. Why would I not be involved in the refund approval process?
3. Why does Amazon's SAFE-T system auto decline all submissions?
4. Why did the Amazon Seller support rep suggest I appeal a "decision" that obviously wasn't made by a human?
5. Why would Amazon Seller support ask I provide "additional evidence" when I provided clear evidence upfront?
How do I get my money back - which Amazon just decided to give away without any due process?
Tom
21 replies
21 replies
Seller_Sram36TnVt73c
1. They called customer service direct cuz they know they'll get a refund easily that way without involving you.
2. See above
3. 4. and 5. You are being asked to appeal the decision because the first few rejections are generated by bot and they want to see how long you'll hang in there until you get a remedy. Presumably a lot of sellers give up.
Seller_oDXVaydIpi3Hi
At this point, maybe we should just ask that the 39.99 monthly fee should come with a supply of lube.
You'll like spend 1-10+ hours of time to get back the money they stole. They know thats a losing proposition for most sellers. Only way around that is to hire a VA for pennies on the dollar to fight with their pennies on the dollar BPO employee in hopes you get the ethical resolution quickly enough.
I'd consider filing a quick appeal. When it gets rejected post the case number here and beg for a mod to take mercy on you.
Goodluck
Seller_Pt30aheGX2ycT
This exact thing happened to me last week. I appealed or replied to the denial message... I am still waiting. It shows as "under investigation"
Thankfully we should both receive refunds but we will have to jump through some hoops to get it. I understand your frustration.
Seller_g8TazGqVjFzhA
This happens to me quite often. I like when the Amazon rep sends out a replacement and the original is never returned. It's just like theft by stealing my inventory! Buyers are smart and know how to play the game.
I have several customer-damaged returns, replacements, and then refunds just like you are mentioning. Still, Amazon told me I have to wait until 60 days from the approval date for a replacement, or 60 days from the date of the product being received if customer damaged, before I can open a dispute.
I now keep a spreadsheet with order numbers, dates, and notes. I'll be filing disputes on the 60th day. It adds up too quickly to let Amazon steal all of our money!
KJ_Amazon
Hello @Seller_3JLBl2PvFbkyF
If you share a Case ID, I can review the details and determine why the refund was issued and whether there are any steps available for you to appeal the decision.
I also recommend checking whether you are registered to the Customer Service By Amazon program. If you are part of this program, Amazon Customer Service will manage customer inquiries and decisions, such as the one you described.
I also recommend reviewing the below pages for information about Buy Shipping protections and the most effective information to provide for SAFE-T Claims and appeals, including specifying that the order was shipped on time using Amazon Buy Shipping.
Amazon Buy Shipping protections
FAQ on Customer Service by Amazon (CSBA) reimbursements
Seller_LTNvvFJ2jqJOv
They really don't read the first one, they get paid for responding I'm betting.
Seller_aVD1PA1Unwr9o
Same thing just happened to me today, no item returned and refund was given. I will be filing a safe T claim.
Seller_AREiDwk1ZWlcu
Amazon, like many other Corporates, have realized that if they erect enough barriers to issuing refunds they will make a lot of exra money at Seller expense, as well as save on Support expenses. This was pioneered by health insurance companies and now widely adopted. They just keep sending back stupid answers until it's not worth the time and frustration. Meanwhile they trumpet their "Amazing Customer Service!" to the buyers, because they allow them to rip off sellers.
Seller_Sram36TnVt73c
1. They called customer service direct cuz they know they'll get a refund easily that way without involving you.
2. See above
3. 4. and 5. You are being asked to appeal the decision because the first few rejections are generated by bot and they want to see how long you'll hang in there until you get a remedy. Presumably a lot of sellers give up.
Seller_Sram36TnVt73c
1. They called customer service direct cuz they know they'll get a refund easily that way without involving you.
2. See above
3. 4. and 5. You are being asked to appeal the decision because the first few rejections are generated by bot and they want to see how long you'll hang in there until you get a remedy. Presumably a lot of sellers give up.
Seller_oDXVaydIpi3Hi
At this point, maybe we should just ask that the 39.99 monthly fee should come with a supply of lube.
You'll like spend 1-10+ hours of time to get back the money they stole. They know thats a losing proposition for most sellers. Only way around that is to hire a VA for pennies on the dollar to fight with their pennies on the dollar BPO employee in hopes you get the ethical resolution quickly enough.
I'd consider filing a quick appeal. When it gets rejected post the case number here and beg for a mod to take mercy on you.
Goodluck
Seller_oDXVaydIpi3Hi
At this point, maybe we should just ask that the 39.99 monthly fee should come with a supply of lube.
You'll like spend 1-10+ hours of time to get back the money they stole. They know thats a losing proposition for most sellers. Only way around that is to hire a VA for pennies on the dollar to fight with their pennies on the dollar BPO employee in hopes you get the ethical resolution quickly enough.
I'd consider filing a quick appeal. When it gets rejected post the case number here and beg for a mod to take mercy on you.
Goodluck
Seller_Pt30aheGX2ycT
This exact thing happened to me last week. I appealed or replied to the denial message... I am still waiting. It shows as "under investigation"
Thankfully we should both receive refunds but we will have to jump through some hoops to get it. I understand your frustration.
Seller_Pt30aheGX2ycT
This exact thing happened to me last week. I appealed or replied to the denial message... I am still waiting. It shows as "under investigation"
Thankfully we should both receive refunds but we will have to jump through some hoops to get it. I understand your frustration.
Seller_g8TazGqVjFzhA
This happens to me quite often. I like when the Amazon rep sends out a replacement and the original is never returned. It's just like theft by stealing my inventory! Buyers are smart and know how to play the game.
I have several customer-damaged returns, replacements, and then refunds just like you are mentioning. Still, Amazon told me I have to wait until 60 days from the approval date for a replacement, or 60 days from the date of the product being received if customer damaged, before I can open a dispute.
I now keep a spreadsheet with order numbers, dates, and notes. I'll be filing disputes on the 60th day. It adds up too quickly to let Amazon steal all of our money!
Seller_g8TazGqVjFzhA
This happens to me quite often. I like when the Amazon rep sends out a replacement and the original is never returned. It's just like theft by stealing my inventory! Buyers are smart and know how to play the game.
I have several customer-damaged returns, replacements, and then refunds just like you are mentioning. Still, Amazon told me I have to wait until 60 days from the approval date for a replacement, or 60 days from the date of the product being received if customer damaged, before I can open a dispute.
I now keep a spreadsheet with order numbers, dates, and notes. I'll be filing disputes on the 60th day. It adds up too quickly to let Amazon steal all of our money!
Seller_I7Yy92otVhUkS
did the customer receive his refund?
KJ_Amazon
Hello @Seller_3JLBl2PvFbkyF
If you share a Case ID, I can review the details and determine why the refund was issued and whether there are any steps available for you to appeal the decision.
I also recommend checking whether you are registered to the Customer Service By Amazon program. If you are part of this program, Amazon Customer Service will manage customer inquiries and decisions, such as the one you described.
I also recommend reviewing the below pages for information about Buy Shipping protections and the most effective information to provide for SAFE-T Claims and appeals, including specifying that the order was shipped on time using Amazon Buy Shipping.
Amazon Buy Shipping protections
FAQ on Customer Service by Amazon (CSBA) reimbursements
KJ_Amazon
Hello @Seller_3JLBl2PvFbkyF
If you share a Case ID, I can review the details and determine why the refund was issued and whether there are any steps available for you to appeal the decision.
I also recommend checking whether you are registered to the Customer Service By Amazon program. If you are part of this program, Amazon Customer Service will manage customer inquiries and decisions, such as the one you described.
I also recommend reviewing the below pages for information about Buy Shipping protections and the most effective information to provide for SAFE-T Claims and appeals, including specifying that the order was shipped on time using Amazon Buy Shipping.
Amazon Buy Shipping protections
FAQ on Customer Service by Amazon (CSBA) reimbursements
Seller_LTNvvFJ2jqJOv
They really don't read the first one, they get paid for responding I'm betting.
Seller_LTNvvFJ2jqJOv
They really don't read the first one, they get paid for responding I'm betting.
Seller_aVD1PA1Unwr9o
Same thing just happened to me today, no item returned and refund was given. I will be filing a safe T claim.
Seller_aVD1PA1Unwr9o
Same thing just happened to me today, no item returned and refund was given. I will be filing a safe T claim.
Seller_AREiDwk1ZWlcu
Amazon, like many other Corporates, have realized that if they erect enough barriers to issuing refunds they will make a lot of exra money at Seller expense, as well as save on Support expenses. This was pioneered by health insurance companies and now widely adopted. They just keep sending back stupid answers until it's not worth the time and frustration. Meanwhile they trumpet their "Amazing Customer Service!" to the buyers, because they allow them to rip off sellers.
Seller_AREiDwk1ZWlcu
Amazon, like many other Corporates, have realized that if they erect enough barriers to issuing refunds they will make a lot of exra money at Seller expense, as well as save on Support expenses. This was pioneered by health insurance companies and now widely adopted. They just keep sending back stupid answers until it's not worth the time and frustration. Meanwhile they trumpet their "Amazing Customer Service!" to the buyers, because they allow them to rip off sellers.
