Requesting mod assistance/escalation for denied Safe-T claim
Hi! I would like to request assistance for the Safe-T claim below.
My customer returned a used cosmetic product, claiming (with a rude message, mind you) that it was expired and a fake; in reality, the product was brand new, genuine (came with a lot code/batch number and information from the manufacturer that states their products do not expire), and was completely used up by the customer.
Unfortunately, I have received denied claim after denied claim; I even sent this message to my account specialist:
The buyer returned an item in a damaged or unsellable condition, and Amazon determines you were not at fault.
Note: As per Amazon’s returns policy, if the product is damaged by the buyer, you will be reimbursed up to 50% of the order sales price of the product.
@SEAmod
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Please see the order and safe-t claim ID below; respectfully, I would like to ask a mod for further assistance and escalation. Thanks a bunch!
Order ID: 112-9664957-3897028
Safe-T claim ID: 40674-94164-0153501
2 replies
Danny_Amazon
Hi there @Seller_QcY5NZTURtmVR- and thanks for taking the time to detail this experience.
Commenting to confirm I have connected this situation to our internal team for some review of the claim decision, in case there is any further recourse available.
While this customer did provide a return, in general, items that can't be returned, which can include some cosmetic items, would not be eligible for reimbursement, per our Reimbursement for seller-fulfilled network prepaid returns information:
"Note: Items that are Hazmat or Non-Returnable, as determined by Amazon, would not be returned by the buyer, and thus no reimbursement will be provided."
When appealing the SAFE-T Claim, did you make sure to include that information from the manufacturer along with lot and batch information?
Thanks!
-Danny
