Today we had a SAFE-T claim denied by Amazon. A buyer ordered a fairly rare piano book from us and requested a return claiming "wrong item was sent" even though we did in fact send the correct item; it is possible they mistakenly thought they were ordering a music CD instead. The item was returned to us but damaged and unsellable.. We filed a SAFE-T claim under "Returned item not in original condition", but it was denied by Amazon with the following wording:

"You are not eligible for a reimbursement because a refund was issued to the buyer in accordance to the restocking fee policy.

There is no reimbursement due on this order."

Well, obviously a refund was issued, that's why we are filing the claim in the first place! But does this wording indicate that the claim is denied becuase the buyer is claiming that the wrong item was sent initially? Or is there some other reason that I'm not understanding here? Any hope of rectifying the situation on appeal? Thanks in advance for any helpful tips.

Colorado Book Lovers

@Seller_1KYLYkgAlu4xX and Other Mods,

Please help following claim. We have submitted apeal third time. Amazon Safe-T team keep rejecting every time even it is covered under Amazon Safe-T claim policy.

SAFE -T Claim : 26027-99200-4590115

Issue: Customer purchased total 9 containers. We shipped package using Amazon Buy Shipping and Delivered on time. Customer returned only 2 containers and kept 7 containers total value of $84. We sent Buyer Message to customer requesting to return remaining 7 containers. Amazon refunded customer for all 9 containers.

amazon policy :

https://sellercentral.amazon.com/help/hub/reference/G202175000

Policy : "The buyer returned an item that was materially different from the item you shipped to the buyer, and Amazon determines you were not at fault."

Buyer purchased item on May 14, 2024. Item was shipped May 15, 2024 using Amazon shipping. Item was out for NY delivery on May 18, 2024, but buyer changed address using an address forwarding to VA which was marked out for delivery on May 22, 2024. The latest USPS update is item was returning to seller.

Amazon refunds the buyer in full plus deducts the return shipping from our account. I file a Safe-T claim on June 10, 2024 due to not receiving the return. Claim is denied and a I notice there is UPS return shipping tracking on the returns page. I get the return, the item was poorly packaged and the corners of the items are all have damage and it has spillage stains on the front of the item. I appeal the claim and show pictures of the damaged corners and spillage stains and it gets denied again. "You did not appeal the SAFE-T claim within 7 calendar days of receiving the claim decision notification sent on 06/10/2024."

This is unfair because it was not returned in new condition as sold and I did not even have the item in hand on 6/10/2024.

Can a mod please help me with an appeal? Thank you