SAFE-T Claims Much Improved, But Inconsistencies Remain
@Tatiana_Amazon @Quincy_Amazon@KJ_Amazon@Topher_Amazon@Roberto_Amazon
I've done my share of ranting about inconsistent SAFE-T Claim decisions, and I appreciate moderators who have assisted in getting many of them reversed. Over the last 6 months, I've seen a dramatic improvement. Denied claims are now few and far between. It feels like Amazon made a sincere effort to improve SAFE-T Claim consistency.
I just received my first denial in months, and it's the same old problem. The agent insisted the item was eligible for free return shipping and last worded my case. The claim amount is negligible, but I'm asking for moderator assistance out of principle. The employee who last-worded me did not follow Amazon's return shipping policy. To make matters worse, I was directed to Amazon Help pages that were irrelevant or clearly stated that I should have been eligible for a return shipping reimbursement.
Here are the details.
SAFE-T Claim ID 45523-08711-1979413
As I previously noted, the claim was denied because the item was supposedly eligible for free returns. I appealed because this was a merchant-fulfilled listing that did not display the Free Return Shipping badge.
The first response to my claim included the following statement.
The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program. The item you requested reimbursement for return label cost is eligible for free returns. For more information about Amazon’s return policies, visit "Return Costs":
-- https://www.amazon.com/gp/help/customer/display.html?nodeId=202075130
Ironically, that customer-facing page states that the buyer's return may be eligible for free returns. It does not state that it is eligible.
The page also contains a link providing buyers with more information. It instructs them to look for "Free returns" next to the price to confirm that their item qualifies. My listing does not display the Free Returns badge, and I sent a screenshot to prove it.
I also sent a screenshot from Amazon Help that states sellers can deduct return shipping for "buyer-fault" returns. This was such a return. The buyer claimed the item was late, but carrier tracking shows that it was delivered 3 days earlier than promised. Her return reason should have been "no longer needed," which is a buyer-fault return. I was entitled to deduct the return shipping from her refund.
Thanks to any moderator who will look into this.
18 replies
SEAmod
Hello @Seller_QjYfjZwWH8D0l
I would like to help you. However, I cannot escalate to my partner team if you have not opened a case with Seller Support. In addition, that case must be in resolved status. If you can provide the Case number, I will see about appealing the SAFE-T Claim.
SEAmod
I have submitted my request for review of the SAFE-T claim associated with your Order Number 114-3682653-4631455. I will update you here when I receive a response to my escalation.
Seller_rI7BZIczK8iAC
Hello @Seller_QjYfjZwWH8D0l I like your way of understanding and analyzing Amazon issues. Why don't you come here to ANSWER questions? We are so few to regularly answer to SOME threads. Too many threads remain without any reaction. While many sellers like to read and thumb down the answers from anonymity - forgetting that the person is doing this in his/her free time and voluntary - the most are too lazy to answer even if they could contribute to the solution.
Seller_nxvyRDZCFduAS
Greetings, @SEAmod,
Amazon policy states that sellers are not allowed to open support cases about mishandled Safe-T claims.
Once the Safe-T claim team has made a mistake, appeals are rarely successful.
Seller_XjolGGpui9INo
I just had a case, the Buyer was able to get a return request after the Amazon 30 day window and they did not return the original purchased item but the used item they replaced. I requested a refund for the item and the call tag; furnished pictures, etc. The Claim was approved for the call tag only. I appealed for the value of the sale and was denied without any explanation.
How could I get the call tag covered and lose the appeal for the actual sale item (SAFE-T Claim ID: 75524-10660-7961060)?
Frustrating
SAFE-T Claims Much Improved, But Inconsistencies Remain
@Tatiana_Amazon @Quincy_Amazon@KJ_Amazon@Topher_Amazon@Roberto_Amazon
I've done my share of ranting about inconsistent SAFE-T Claim decisions, and I appreciate moderators who have assisted in getting many of them reversed. Over the last 6 months, I've seen a dramatic improvement. Denied claims are now few and far between. It feels like Amazon made a sincere effort to improve SAFE-T Claim consistency.
I just received my first denial in months, and it's the same old problem. The agent insisted the item was eligible for free return shipping and last worded my case. The claim amount is negligible, but I'm asking for moderator assistance out of principle. The employee who last-worded me did not follow Amazon's return shipping policy. To make matters worse, I was directed to Amazon Help pages that were irrelevant or clearly stated that I should have been eligible for a return shipping reimbursement.
Here are the details.
SAFE-T Claim ID 45523-08711-1979413
As I previously noted, the claim was denied because the item was supposedly eligible for free returns. I appealed because this was a merchant-fulfilled listing that did not display the Free Return Shipping badge.
The first response to my claim included the following statement.
The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program. The item you requested reimbursement for return label cost is eligible for free returns. For more information about Amazon’s return policies, visit "Return Costs":
-- https://www.amazon.com/gp/help/customer/display.html?nodeId=202075130
Ironically, that customer-facing page states that the buyer's return may be eligible for free returns. It does not state that it is eligible.
The page also contains a link providing buyers with more information. It instructs them to look for "Free returns" next to the price to confirm that their item qualifies. My listing does not display the Free Returns badge, and I sent a screenshot to prove it.
I also sent a screenshot from Amazon Help that states sellers can deduct return shipping for "buyer-fault" returns. This was such a return. The buyer claimed the item was late, but carrier tracking shows that it was delivered 3 days earlier than promised. Her return reason should have been "no longer needed," which is a buyer-fault return. I was entitled to deduct the return shipping from her refund.
Thanks to any moderator who will look into this.
SAFE-T Claims Much Improved, But Inconsistencies Remain
@Tatiana_Amazon @Quincy_Amazon@KJ_Amazon@Topher_Amazon@Roberto_Amazon
I've done my share of ranting about inconsistent SAFE-T Claim decisions, and I appreciate moderators who have assisted in getting many of them reversed. Over the last 6 months, I've seen a dramatic improvement. Denied claims are now few and far between. It feels like Amazon made a sincere effort to improve SAFE-T Claim consistency.
I just received my first denial in months, and it's the same old problem. The agent insisted the item was eligible for free return shipping and last worded my case. The claim amount is negligible, but I'm asking for moderator assistance out of principle. The employee who last-worded me did not follow Amazon's return shipping policy. To make matters worse, I was directed to Amazon Help pages that were irrelevant or clearly stated that I should have been eligible for a return shipping reimbursement.
Here are the details.
SAFE-T Claim ID 45523-08711-1979413
As I previously noted, the claim was denied because the item was supposedly eligible for free returns. I appealed because this was a merchant-fulfilled listing that did not display the Free Return Shipping badge.
The first response to my claim included the following statement.
The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program. The item you requested reimbursement for return label cost is eligible for free returns. For more information about Amazon’s return policies, visit "Return Costs":
-- https://www.amazon.com/gp/help/customer/display.html?nodeId=202075130
Ironically, that customer-facing page states that the buyer's return may be eligible for free returns. It does not state that it is eligible.
The page also contains a link providing buyers with more information. It instructs them to look for "Free returns" next to the price to confirm that their item qualifies. My listing does not display the Free Returns badge, and I sent a screenshot to prove it.
I also sent a screenshot from Amazon Help that states sellers can deduct return shipping for "buyer-fault" returns. This was such a return. The buyer claimed the item was late, but carrier tracking shows that it was delivered 3 days earlier than promised. Her return reason should have been "no longer needed," which is a buyer-fault return. I was entitled to deduct the return shipping from her refund.
Thanks to any moderator who will look into this.
18 replies
18 replies
SEAmod
Hello @Seller_QjYfjZwWH8D0l
I would like to help you. However, I cannot escalate to my partner team if you have not opened a case with Seller Support. In addition, that case must be in resolved status. If you can provide the Case number, I will see about appealing the SAFE-T Claim.
SEAmod
I have submitted my request for review of the SAFE-T claim associated with your Order Number 114-3682653-4631455. I will update you here when I receive a response to my escalation.
Seller_rI7BZIczK8iAC
Hello @Seller_QjYfjZwWH8D0l I like your way of understanding and analyzing Amazon issues. Why don't you come here to ANSWER questions? We are so few to regularly answer to SOME threads. Too many threads remain without any reaction. While many sellers like to read and thumb down the answers from anonymity - forgetting that the person is doing this in his/her free time and voluntary - the most are too lazy to answer even if they could contribute to the solution.
Seller_nxvyRDZCFduAS
Greetings, @SEAmod,
Amazon policy states that sellers are not allowed to open support cases about mishandled Safe-T claims.
Once the Safe-T claim team has made a mistake, appeals are rarely successful.
Seller_XjolGGpui9INo
I just had a case, the Buyer was able to get a return request after the Amazon 30 day window and they did not return the original purchased item but the used item they replaced. I requested a refund for the item and the call tag; furnished pictures, etc. The Claim was approved for the call tag only. I appealed for the value of the sale and was denied without any explanation.
How could I get the call tag covered and lose the appeal for the actual sale item (SAFE-T Claim ID: 75524-10660-7961060)?
Frustrating
SEAmod
Hello @Seller_QjYfjZwWH8D0l
I would like to help you. However, I cannot escalate to my partner team if you have not opened a case with Seller Support. In addition, that case must be in resolved status. If you can provide the Case number, I will see about appealing the SAFE-T Claim.
SEAmod
Hello @Seller_QjYfjZwWH8D0l
I would like to help you. However, I cannot escalate to my partner team if you have not opened a case with Seller Support. In addition, that case must be in resolved status. If you can provide the Case number, I will see about appealing the SAFE-T Claim.
SEAmod
I have submitted my request for review of the SAFE-T claim associated with your Order Number 114-3682653-4631455. I will update you here when I receive a response to my escalation.
SEAmod
I have submitted my request for review of the SAFE-T claim associated with your Order Number 114-3682653-4631455. I will update you here when I receive a response to my escalation.
Seller_rI7BZIczK8iAC
Hello @Seller_QjYfjZwWH8D0l I like your way of understanding and analyzing Amazon issues. Why don't you come here to ANSWER questions? We are so few to regularly answer to SOME threads. Too many threads remain without any reaction. While many sellers like to read and thumb down the answers from anonymity - forgetting that the person is doing this in his/her free time and voluntary - the most are too lazy to answer even if they could contribute to the solution.
Seller_rI7BZIczK8iAC
Hello @Seller_QjYfjZwWH8D0l I like your way of understanding and analyzing Amazon issues. Why don't you come here to ANSWER questions? We are so few to regularly answer to SOME threads. Too many threads remain without any reaction. While many sellers like to read and thumb down the answers from anonymity - forgetting that the person is doing this in his/her free time and voluntary - the most are too lazy to answer even if they could contribute to the solution.
Seller_nxvyRDZCFduAS
Greetings, @SEAmod,
Amazon policy states that sellers are not allowed to open support cases about mishandled Safe-T claims.
Once the Safe-T claim team has made a mistake, appeals are rarely successful.
Seller_nxvyRDZCFduAS
Greetings, @SEAmod,
Amazon policy states that sellers are not allowed to open support cases about mishandled Safe-T claims.
Once the Safe-T claim team has made a mistake, appeals are rarely successful.
Seller_XjolGGpui9INo
I just had a case, the Buyer was able to get a return request after the Amazon 30 day window and they did not return the original purchased item but the used item they replaced. I requested a refund for the item and the call tag; furnished pictures, etc. The Claim was approved for the call tag only. I appealed for the value of the sale and was denied without any explanation.
How could I get the call tag covered and lose the appeal for the actual sale item (SAFE-T Claim ID: 75524-10660-7961060)?
Frustrating
Seller_XjolGGpui9INo
I just had a case, the Buyer was able to get a return request after the Amazon 30 day window and they did not return the original purchased item but the used item they replaced. I requested a refund for the item and the call tag; furnished pictures, etc. The Claim was approved for the call tag only. I appealed for the value of the sale and was denied without any explanation.
How could I get the call tag covered and lose the appeal for the actual sale item (SAFE-T Claim ID: 75524-10660-7961060)?
Frustrating
