A-to-Z Refund Given Despite UPS Proof of Delivery – Safe-T Claim Option Missing (Handmade Seller)
Hello,
I am a Handmade seller and I am facing an issue with an A-to-Z Guarantee claim for order 113-8883450-8421014.
The order was delivered according to UPS Proof of Delivery:
• Tracking: 1Z5EY7350494711176
• Delivered: October 9 at 12:39 PM
• Location: Front Door
• Delivered 11 days before the EDD
Despite this, the A-to-Z team refunded the buyer and rejected the appeal.
My main problem:
The SAFE-T claim option does not appear in my account, so I cannot submit a reimbursement request even though the order was clearly delivered.
I contacted support, but they said I must create a SAFE-T claim myself — which is impossible because the SAFE-T submission option is missing from the UI.
Can Amazon please confirm:
1) Whether Handmade sellers should have access to SAFE-T claims for delivered-order A-to-Z errors?
2) If permissions for SAFE-T can be enabled on my account?
3) Whether this case can be escalated to the A-to-Z Leadership Review team?
Thank you for any guidance.
A-to-Z Refund Given Despite UPS Proof of Delivery – Safe-T Claim Option Missing (Handmade Seller)
Hello,
I am a Handmade seller and I am facing an issue with an A-to-Z Guarantee claim for order 113-8883450-8421014.
The order was delivered according to UPS Proof of Delivery:
• Tracking: 1Z5EY7350494711176
• Delivered: October 9 at 12:39 PM
• Location: Front Door
• Delivered 11 days before the EDD
Despite this, the A-to-Z team refunded the buyer and rejected the appeal.
My main problem:
The SAFE-T claim option does not appear in my account, so I cannot submit a reimbursement request even though the order was clearly delivered.
I contacted support, but they said I must create a SAFE-T claim myself — which is impossible because the SAFE-T submission option is missing from the UI.
Can Amazon please confirm:
1) Whether Handmade sellers should have access to SAFE-T claims for delivered-order A-to-Z errors?
2) If permissions for SAFE-T can be enabled on my account?
3) Whether this case can be escalated to the A-to-Z Leadership Review team?
Thank you for any guidance.
3 replies
Seller_vdZGY1xY3J0Wj
Hi @Quincy_Amazon
Could someone from the Amazon team please assist?
This appears to be a SAFE-T visibility / permissions issue for a delivered-order A-to-Z case.
The order was delivered according to UPS Proof of Delivery, but I cannot submit a SAFE-T reimbursement claim because the SAFE-T option is missing from my account.
I would appreciate if you could review this or forward it internally to the appropriate team.
Thank you!
Joey_Amazon
Hello @Seller_vdZGY1xY3J0Wj,
Thank you for being a part of this community and posting here at the Handmade group.
Unfortunately once an AtoZ claim has been filed you can no longer submit a SAFE T Claim. That being said the reason why the AtoZ Claim appeal was denied is due to not being able to prove the order was delivered.
