"Claims Protected" but NOT covered by the Prepaid Returns

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Seller_a5h9iZFpRzfoY

"Claims Protected" but NOT covered by the Prepaid Returns

We was using Amazon Buy Shipping, and selected a shipping service that is OTDR Protected and Claims protected via Veeqo. Tracking scans are all normal and the product was delivered on-time. (Photo 1)

3 days later, we got the email from AMZ said "initiated a refund" with reason: "Order not received"

Immediately, we file a SAFE-T claim because this was Claim Protected. After 1 minutes, we got the response from AMZ:

"The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program." (Photo 2)

Is this a mistake or the sellers just be sheep of AMZ? If you hover the "Claims Protected" icon, you can see how they define its meaning:

A shipping label that was eligible for “Package didn't arrive” A-to-z and SAFE-T claims protection was purchased through Amazon Buy Shipping. Learn more about Amazon Buy Shipping protections

Claim details: 15246-32283-4581753

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