We had an order where the customer first requested a return, the reason for the return was not as described, and then the item was not returned to us. Amazon refunded the customer. We can't contact the customer. We are enrolled in the CSBA program and applied for a Safe-t claim, which was denied, the reason for denial was： The issue you reported is not covered by the CSBA program.

How can we make a successful complaint and get the money back to us. Need Help!!!

SAFE-T claim ID：55410-36536-1451762

Over the last 3 months we have been repeatedly charged for postage on buyer faulted returns such as No longer needed , ordered by mistake, and better price available. We do not offer free shipping or free returns. We file Safe-t claims for these orders and we are denied over and over. Has there been a change in policy? I check the Amazon chart for who pays for the returns on these return reasons and it still shows Buyer. Can a mod please explain?

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!!

@Seller_nS0jcFQNDLG3e please assist with this!