Hello,

We are having this issue that a buyer hasn't returned the original item that was replaced. It's been more than a month since the replacement order was delivered to the buyer. We were trying to raise a case with SAFE-T but the report tool gave an error stating "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment." In fact, the buyer never gave the item to USPS as the tracking shows that "Pre-Shipment, USPS Awaiting Item". We raised a case with Seller Support and they suggested working with the carrier, but in this case, the carrier didn't receive the item so we wouldn't be able to file a loss claim. We have also contacted the buyer with a gentle reminder of asking the buyer to return the original item but no response from the buyer either.

What would be the best way to solve this issue?