Closed return refunded & Safe-T claim denied??
Hello,
SAFE-T claim ID 27430-80062-5193521
We had an accidental mix up with two orders having their shipping labels swapped. One of the customers had notified us and we had immediately replied with an apology, a prepaid return label and if he wanted the correct item sent. Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed. We opened up a Safe-T claim with valid tracing, confirmation of delivery and message correspondences.
We were then DENIED! because -
Why is this happening?
There is no replacement request from the customer via the Online Return Center for order 113-5912391-2669843. Only Free Replacement orders that are requested by the customer via the Online Return Center are eligible for a SAFE-T claim.
WHAT THE HELL!?? AMAZON! LET ME DEAL WITH MY CUSTOMERS PLEASE!!
@SEAmod please assist with this!
Closed return refunded & Safe-T claim denied??
Hello,
SAFE-T claim ID 27430-80062-5193521
We had an accidental mix up with two orders having their shipping labels swapped. One of the customers had notified us and we had immediately replied with an apology, a prepaid return label and if he wanted the correct item sent. Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed. We opened up a Safe-T claim with valid tracing, confirmation of delivery and message correspondences.
We were then DENIED! because -
Why is this happening?
There is no replacement request from the customer via the Online Return Center for order 113-5912391-2669843. Only Free Replacement orders that are requested by the customer via the Online Return Center are eligible for a SAFE-T claim.
WHAT THE HELL!?? AMAZON! LET ME DEAL WITH MY CUSTOMERS PLEASE!!
@SEAmod please assist with this!
2 replies
Seller_OvL8C4BJWiuS9
Unfortunately, a replacement has to go through Amazon's system to be recognized as such. So, the return should have been refunded and the customer re-order. It's always been like this, so not sure why you thought any different.
Nikki_Amazon
Greetings @Seller_bkzjM7ZW5n2aM,
Nikki here to help you with Safe-T claim denied.
I apologize for the delay in responding to you here at the Seller Forums. Our team of moderators are constantly working to address all inquiries as soon as we can.
Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed.
The Seller Assurance for e-Commerce Transactions (SAFE-T) process allows you to file a claim for reimbursement when Amazon manual payment is required for your order.
As stated by Seller Support: The replacement request from the customer must be present for the order in the Online Return Center.
You may also be eligible for reimbursement if:
- Your service appointment could not be completed, and is eligible for a Trip Credit
- You have been charged a penalty fee that you believe is incorrect and would like to dispute it
- Amazon determines that the order was cancelled unintentionally or incorrectly
- Amazon has pre-approved a second service appointment for correction of an issue
Chargeback claims are not covered by this policy.
Please always utilize Amazon's system to support your efforts and prevent similar issues from occurring in the future.
Access the page Service Safe-T claims for more information.
Thank you for using the Seller Forums! The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
I wish you all the best,
Nikki
Closed return refunded & Safe-T claim denied??
Hello,
SAFE-T claim ID 27430-80062-5193521
We had an accidental mix up with two orders having their shipping labels swapped. One of the customers had notified us and we had immediately replied with an apology, a prepaid return label and if he wanted the correct item sent. Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed. We opened up a Safe-T claim with valid tracing, confirmation of delivery and message correspondences.
We were then DENIED! because -
Why is this happening?
There is no replacement request from the customer via the Online Return Center for order 113-5912391-2669843. Only Free Replacement orders that are requested by the customer via the Online Return Center are eligible for a SAFE-T claim.
WHAT THE HELL!?? AMAZON! LET ME DEAL WITH MY CUSTOMERS PLEASE!!
@SEAmod please assist with this!
Closed return refunded & Safe-T claim denied??
Hello,
SAFE-T claim ID 27430-80062-5193521
We had an accidental mix up with two orders having their shipping labels swapped. One of the customers had notified us and we had immediately replied with an apology, a prepaid return label and if he wanted the correct item sent. Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed. We opened up a Safe-T claim with valid tracing, confirmation of delivery and message correspondences.
We were then DENIED! because -
Why is this happening?
There is no replacement request from the customer via the Online Return Center for order 113-5912391-2669843. Only Free Replacement orders that are requested by the customer via the Online Return Center are eligible for a SAFE-T claim.
WHAT THE HELL!?? AMAZON! LET ME DEAL WITH MY CUSTOMERS PLEASE!!
@SEAmod please assist with this!
Closed return refunded & Safe-T claim denied??
Hello,
SAFE-T claim ID 27430-80062-5193521
We had an accidental mix up with two orders having their shipping labels swapped. One of the customers had notified us and we had immediately replied with an apology, a prepaid return label and if he wanted the correct item sent. Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed. We opened up a Safe-T claim with valid tracing, confirmation of delivery and message correspondences.
We were then DENIED! because -
Why is this happening?
There is no replacement request from the customer via the Online Return Center for order 113-5912391-2669843. Only Free Replacement orders that are requested by the customer via the Online Return Center are eligible for a SAFE-T claim.
WHAT THE HELL!?? AMAZON! LET ME DEAL WITH MY CUSTOMERS PLEASE!!
@SEAmod please assist with this!
2 replies
2 replies
Seller_OvL8C4BJWiuS9
Unfortunately, a replacement has to go through Amazon's system to be recognized as such. So, the return should have been refunded and the customer re-order. It's always been like this, so not sure why you thought any different.
Nikki_Amazon
Greetings @Seller_bkzjM7ZW5n2aM,
Nikki here to help you with Safe-T claim denied.
I apologize for the delay in responding to you here at the Seller Forums. Our team of moderators are constantly working to address all inquiries as soon as we can.
Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed.
The Seller Assurance for e-Commerce Transactions (SAFE-T) process allows you to file a claim for reimbursement when Amazon manual payment is required for your order.
As stated by Seller Support: The replacement request from the customer must be present for the order in the Online Return Center.
You may also be eligible for reimbursement if:
- Your service appointment could not be completed, and is eligible for a Trip Credit
- You have been charged a penalty fee that you believe is incorrect and would like to dispute it
- Amazon determines that the order was cancelled unintentionally or incorrectly
- Amazon has pre-approved a second service appointment for correction of an issue
Chargeback claims are not covered by this policy.
Please always utilize Amazon's system to support your efforts and prevent similar issues from occurring in the future.
Access the page Service Safe-T claims for more information.
Thank you for using the Seller Forums! The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
I wish you all the best,
Nikki
Seller_OvL8C4BJWiuS9
Unfortunately, a replacement has to go through Amazon's system to be recognized as such. So, the return should have been refunded and the customer re-order. It's always been like this, so not sure why you thought any different.
Seller_OvL8C4BJWiuS9
Unfortunately, a replacement has to go through Amazon's system to be recognized as such. So, the return should have been refunded and the customer re-order. It's always been like this, so not sure why you thought any different.
Nikki_Amazon
Greetings @Seller_bkzjM7ZW5n2aM,
Nikki here to help you with Safe-T claim denied.
I apologize for the delay in responding to you here at the Seller Forums. Our team of moderators are constantly working to address all inquiries as soon as we can.
Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed.
The Seller Assurance for e-Commerce Transactions (SAFE-T) process allows you to file a claim for reimbursement when Amazon manual payment is required for your order.
As stated by Seller Support: The replacement request from the customer must be present for the order in the Online Return Center.
You may also be eligible for reimbursement if:
- Your service appointment could not be completed, and is eligible for a Trip Credit
- You have been charged a penalty fee that you believe is incorrect and would like to dispute it
- Amazon determines that the order was cancelled unintentionally or incorrectly
- Amazon has pre-approved a second service appointment for correction of an issue
Chargeback claims are not covered by this policy.
Please always utilize Amazon's system to support your efforts and prevent similar issues from occurring in the future.
Access the page Service Safe-T claims for more information.
Thank you for using the Seller Forums! The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
I wish you all the best,
Nikki
Nikki_Amazon
Greetings @Seller_bkzjM7ZW5n2aM,
Nikki here to help you with Safe-T claim denied.
I apologize for the delay in responding to you here at the Seller Forums. Our team of moderators are constantly working to address all inquiries as soon as we can.
Customer requested a replacement but despite the prepaid label, he still opened up a return request and used the auto-generated label. (other customer was also remedied)
Once the correct item was sent & the wrong product was received, we closed the return request saying return was completed. It was removed from our opened returns. Done. Except a few days later, Amazon auto refunded the customer despite the return being completed.
The Seller Assurance for e-Commerce Transactions (SAFE-T) process allows you to file a claim for reimbursement when Amazon manual payment is required for your order.
As stated by Seller Support: The replacement request from the customer must be present for the order in the Online Return Center.
You may also be eligible for reimbursement if:
- Your service appointment could not be completed, and is eligible for a Trip Credit
- You have been charged a penalty fee that you believe is incorrect and would like to dispute it
- Amazon determines that the order was cancelled unintentionally or incorrectly
- Amazon has pre-approved a second service appointment for correction of an issue
Chargeback claims are not covered by this policy.
Please always utilize Amazon's system to support your efforts and prevent similar issues from occurring in the future.
Access the page Service Safe-T claims for more information.
Thank you for using the Seller Forums! The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
I wish you all the best,
Nikki
