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The customer did not send the package, but requested a refund from Amazon
We have an order 112-0631841-1117017. We added a prepaid return label in Manage Returns on July 24, but the customer did not send the package. The customer applied for a refund from Amazon on August 30, and the reason for the refund was Return Processing Error. We filed a SAFE-T claim on August 31, and the SAFE-T claim number was 42678-75607-3008357, but Amazon revoked it and replied to us that "15 days have not passed since the refund was issued to the buyer, and there is a valid Return Mailing Authorization (RMA). Please be sure to check whether the item has been returned at least 15 days after the refund before filing a claim." After 15 days, we still did not receive the package, so we filed a SAFE-T claim again, but Amazon rejected us because the problem you reported is not covered by the CSBA program. The tracking number of the label we provided to the customer is 92001903311082300101821144. We cannot find the logistics track of this package in "17 track" and USPS, which proves that the customer did not send the package. We think it is unfair that the customer did not send the package but received a refund, and the SAFE-T claim we initiated was also rejected. Please help us, thank you @CR_Amazon
5 replies
Seller_E9mnbPgZmz8AZ
Do not use CSBA. Customer service should be provided by the seller. It does not make sense to outsource customer service that you need to pay for AND takes away control from you.
Seller_yCyMDdLhLosK4
@CR_Amazon @Jameson_Amazonplease help us
Quincy_Amazon
Hello @Seller_yCyMDdLhLosK4
Thank you for posting your inquiry to the Forums and for providing that detail regarding the claim.
I am confirming that I have escalated your case for additional review by the partner team. I will monitor for updates and relay the same. Please note that the team may reach out to you directly so please keep monitoring you email address on file, performance notifications, and case log.
Regards,
Quincy_Amazon
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