SFP INR Refundathon
Can someone enlighten me as to how not to go broke on SFP orders with s INR claim which is confirmed delivered with amazon buy shipping, and customer service refunds from the seller?
Saf-t claims are being denied for reimbursement.
If this was A to Z it should have been funded.
It seems to me if you register for Prime account it gives you a free pass to steal and you don’t have to even wait around in an A to Z for a free item. As soon as it is confirmed delivered you can just call up and say you didn’t get it and you get an instant refund at the expense of the seller.
Can anyone explain if there is any way to recoup losses from the Seller Fullfilled Freebies Fraud Program ?
0 replies
Seller_xvmLwazSicBei
Dealing with the same thing here. It would be really nice if there was some course of action we could take.
Seller_KpCKCaCKNTwRH
As a non SFPer, I am not going to be helpful on this post, but reading your first paragraph immediately brought to mind the penultimate line from the movie “WarGames” (1983)…
Seller_sJ6nHawArw0Wl
How are you wording your Safe-T claim? Are you selecting the option of delivered?
I’ve had one issue where I had CS automatically refund a buyer, without an A-Z.
I wrote them the following in the Safe-T claim.
Buyer orders the item XX/XX/XXXX
Order is shipped XX/XX/XXXX
Package is confirmed delivered XX/XX/XXXX
Buyer claims order not received XX/XX/XXXX
X (timeframe) past the delivered date.
Shipping bought through Amazon buy shipping.
It may, or may not work for you as well. Although, it turned in my favor.
Seller_jglZowc8rO988
Yes, I know this is how you get to file the saf-t claim. I dont recall seeing a “delivered” drop down for an option.
So far I have just spent an hour on the phone with SFP support, and they are stating to wait 15 days and send an appeal to saf-t-review@amazon
They were no help at all. This is absurd. They should at least support the regular INR policy as in A to Z at a minimum, with SFP it should be a guaranteed for us if its a guarantee for the buyer who commits fraud.
Seller_183vbnXwiwQJ6
If you read the fine print, you are only really covered if you select Signature Confirmation, even when using Buy Shipping. I have been burnt a couple of times, so now, any time I ship a product with a value of over $100, I add on Signature Confirmation (SFP or not).
Seller_xvmLwazSicBei
So I did a chat with Seller Support the other day. This is what was explained to me.
02:18 PM OWC (Other World Computing) : This past month, we have had three SFP orders refunded due to the customer claiming that the order was not received. We purchased our shipping for these orders through Buy Shipping Services, and the tracking information shows delivered for all three orders. I was wanting to see if there was a reason that the customers were being refunded without having to file an A-to-z claim.
02:19 PM Jhonatan Stiven : I’m glad to hear that, I’m doing great. Thanks for asking.
02:19 PM OWC (Other World Computing) : You’re welcome!
02:21 PM Jhonatan Stiven : As per the Seller Fulfill Prime terms and conditions, if a buyer does not receive a delivery of a Prime item, even if the package tracking information indicates it was “delivered,” the seller must grant a full refund for the order. However, the buyer can first contact the carrier just to make sure that everything went well and they do not have the package. If the carrier states that they delivered the package, the best thing is to refund the buyer and start with the claim process.
02:23 PM OWC (Other World Computing) : Do you have a link to that policy by chance?
02:23 PM Jhonatan Stiven : You can confirm the information in the help page Program terms for Seller Fulfilled Prime: https://sellercentral.amazon.com/gp/help/201812300?referral=A1AGCWV0INMP8B_A2BBELTG86GUF&referral=A40YJ18MO9FYG_A2BBELTG86GUF&referral=A5ADQTSLE8C0S_AOICIE4MH2PUC
02:23 PM OWC (Other World Computing) : Thanks!
02:23 PM Jhonatan Stiven : The next step will be to start the claim process
02:24 PM OWC (Other World Computing) : Would that be a SAFE-T claim or a claim with the carrier?
02:25 PM Jhonatan Stiven : Well, first we do recommend for you to file the claim with the carrier and if the claim was denied you can file a safe-t claim
02:26 PM Jhonatan Stiven : You can file a Safe T Claim with a screenshot of the carrier’s email stating they cannot process the claim so we can assist further and take the necessary actions
02:26 PM OWC (Other World Computing) : Alright
02:26 PM OWC (Other World Computing) : Would the policy listed here: https://sellercentral.amazon.com/gp/help/help.html?itemID=201526770&ref=ag_help_cont_201278520&language=en_US apply to Seller Fulfilled Prime orders? Specifically, “If an order was shipped with tracking via Buy Shipping, and the buyer files a claim stating the order was not received, Amazon will cover the A-to-z Guarantee claim and the claim won’t be included into your Order Defect Rate. To be eligible for this benefit, the order must be shipped using a label purchased via Buy Shipping.”
02:29 PM Jhonatan Stiven : For prime orders, only the other policy would be applied
02:30 PM Jhonatan Stiven : The one I shared earlier. It is rare to see a A-Z claims for prime orders
02:31 PM OWC (Other World Computing) : Alright. I think that’s what I needed right now.
02:32 PM Jhonatan Stiven : Perfect. I hope I was able to answer everything.
02:32 PM OWC (Other World Computing) : I believe so. Thank you for your assistance, Jhonatan.
02:32 PM Jhonatan Stiven : It was my pleasure. I hope you have a great day!
02:32 PM OWC (Other World Computing) : You as well!
Looks like we may not have a recourse, unless we file a claim with the shipping company and prove that it was delivered that way?
Seller_mGMl3Jjw3tz04
Wtf happened with amazon. They were refunding all these inr claims and this morning I woke up to 5 denied claims from last month and I’m out easy $3k. How in the world are we supposed to survive here if amazon happily takes awaythe referral many and backs up us on none. Even 3rd party insurance doesn’t work with amazon sfp since buyers do not communicate.
We had a refund issued for 1000 bucks because there was a payment fraud related cb. It shows amazon won the cb but they still they have our money and refuse to give us back. What in the world is amazon up to!
Seller_xvmLwazSicBei
So some updated news today. I had requested a call from Seller Support a couple of weeks ago on one order that was refunded due to this policy, and they were looking into it. Finally, got back to me today and gave me an explanation on their policy and its being updated to require signature confirmation and stuff. Well the rep happened to mention that signature confirmation was a requirement for A to Z claims, and I simply asked where it stated this policy. That’s where the fun begins. Here’s the response I got:
Hello Jeremy,
I understand that you wish to know where does it say that you will be held liable if the package has no delivery confirmation.
Please refer to the screenshot attached and the link below to locate this information.
Also, please note that the refunds are issued to avoid A to Z claims and all the A to Z claim requirements are applied to the Prime orders while requesting for a reimbursement and filing a safe-t claim.
Further, anymore requests on this information may not be answered.
We appreciate your patience and understanding. Have a great day!
Can’t attach the photo, but the section that the representative highlighted was the section under Product(s) shipped with delivery confirmation tracking – tracking shows delivery and buyer claims item not received
Clearly, that does require a signature, but that doesn’t apply in these situations. The section that should apply is Product(s) shipped with tracking via Buy Shipping (sellers within the US and Mexico) That portion says absolutely nothing about a signature confirmation. It only states that the order needs to be shipped with tracking and Buy Shipping was used.
I’m going to fight these tooth and nail until we get refunded and I suggest you do the same. Still debating on getting the executive team involved on this.
