We have not been able to open Safe-T claims on orders that a replacement unit has shipped out.

We have a few orders that a replacement unit has shipped but the original item was returned back damaged and not in the original condition sent.

We also have an order that a replacement unit was shipped but the original item was never returned back to us after 30 days. The new policy states that we should be eligible for " automatic reimbursement" but we have not gotten a reimbursement and have not been able to file a Safe-T claim for such orders.

We tried opening a Safe-T claim with the replacement order # but get the message " This order is not eligible for SAFE-T claim. Only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details".

We also tried opening a Safe-T claim using the original order # and get the message "Seller needs to be debited to be eligible to file SAFE-T claim.".

The replacement / Safe-T claim policy is that we should be able to request a reimbursement in cases where the original item is returned back damaged or the original item has not been returned back at all.

Any insight on why we aren't able to open claims for these?

We are worried about how we can continue fulfilling replacement Orders going forward if there is no recourse to file a claim for reimbursement in cases like these going forward.

@Quincy_Amazon@Roberto_Amazon@Topher_Amazon @Glenn_Amazon@SEAmod

Thank You