SAFE-T Claim Denied Despite Buy Shipping + Signature Delivery – Refund Withheld
I’m sharing this publicly because I’ve exhausted all internal options.
Amazon refunded a customer for Order ID 113-3482996-0286668, even though I used Amazon Buy Shipping (UPS) with signature confirmation. Tracking confirms the package was delivered and signed for on May 13, 2025.
The buyer claimed non-delivery. I filed a SAFE-T claim with all documentation (tracking, delivery, signature, Buy Shipping proof). Amazon denied the claim using the reason “non-returnable item,” which makes no sense — there was no return, just a claimed non-delivery.
Even worse, UPS shows a claim was initiated for this shipment, meaning Amazon was aware of the delivery issue. Still, they denied me reimbursement and withheld $296.74 — despite their own Buy Shipping Claims Protection policy saying I shouldn’t be held liable in this situation.
I've now filed with the BBB and WA State Attorney General. This is unfair, and others should know how this process can fail sellers even when we follow all the rules.
Amazon — please make this right.
Amazon's own policy: https://sellercentral.amazon.com/help/hub/reference/G202175000
SAFE-T Claim Denied Despite Buy Shipping + Signature Delivery – Refund Withheld
I’m sharing this publicly because I’ve exhausted all internal options.
Amazon refunded a customer for Order ID 113-3482996-0286668, even though I used Amazon Buy Shipping (UPS) with signature confirmation. Tracking confirms the package was delivered and signed for on May 13, 2025.
The buyer claimed non-delivery. I filed a SAFE-T claim with all documentation (tracking, delivery, signature, Buy Shipping proof). Amazon denied the claim using the reason “non-returnable item,” which makes no sense — there was no return, just a claimed non-delivery.
Even worse, UPS shows a claim was initiated for this shipment, meaning Amazon was aware of the delivery issue. Still, they denied me reimbursement and withheld $296.74 — despite their own Buy Shipping Claims Protection policy saying I shouldn’t be held liable in this situation.
I've now filed with the BBB and WA State Attorney General. This is unfair, and others should know how this process can fail sellers even when we follow all the rules.
Amazon — please make this right.
Amazon's own policy: https://sellercentral.amazon.com/help/hub/reference/G202175000
5 replies
Seller_Sram36TnVt73c
Have you appeal the safe t claim? Signature confirmation alone satisfies inr claims when a safety claim is filed.
Seller_STz7w7NFFYEMG
The unfortunate truth is that our order also incurred a return, and Amazon deducted the return shipping cost, $140, from my balance, knowing that it would only cost us up to $80 to ship this product ourselves. And, with the product never being delivered, a refund was issued to the buyer today, deducting another $288 worth of my product, plus a $5 return administration fee, we not only lost our product, but $150 as well.
Seller_bqcTNd7dVgr4T
We had that happen to us, the initial request was denied, case close. Repond to that was also denied. I wanted to just walk away, husband didn't. We replied again and this time I think we broke through the auto cut and paste no responses and they approved it returned my money. Good luck!
Seller_HgksJBznaONxj
Update: Amazon has now denied my final SAFE-T appeal without any response, reasoning, or explanation — just a silent rejection.
I followed every step, submitted tracking, signature confirmation, and even escalated externally. It’s clear that SAFE-T decisions are sometimes made with no review at all, even when sellers meet every policy requirement.
I've now escalated this to the Attorney General and BBB, and I encourage others in the same situation to do the same.
