RE: Safe - T Claim denied for switcharoo
Hello,
We could really use some help in getting a Safe-T Claim processed (Claim number 82998-62257-8576155) as Amazon continuously denies the claim. Amazon issued a RFS as soon as the item was en route to us. We have never had to deal with this. It's our first safe - t claim that I can remember. We normally issue the refund less a 99% restocking fee for issues such as this and then offer to give a full refund if the correct item is returned.
We shipped a brand new item with a specific SKU and Serial Number. The customer switched the item in the box with a SKU we have never purchased, sold, or listed and obviously the serial number did not match. It also appears this could have been a competitor as the company it was shipped to is in the same category.
Amazon requested we send photographic evidence of everything (the original box, the return label, the switched item, the Invoice from an authorized distributor, the barcode label). We supplied all the info including the invoice with the highlighted SKU and Serial number we shipped (prices redacted).
The Invoice is from an authorized distribution wholesale center for the brand name with our company name and address as on file with Amazon. We have supplied the LOA for this brand many times in the past and yes it is direct from the brand and has all the pertinent info to prove we are authorized sellers of this brand.
So that being said, can a MOD please escalate this as the buyer has defrauded us in returning an item we have clear proof is not an item we have ever purchased, sold or listed. And at this point Amazon is allowing a fraudster to keep an item we sold in brand new condition for free with no consequences. We requested the immediate funds be put back in our account and the buyer be charged for the return shipping as it isn't the item we sold.
If anyone is better aquatinted with the MOD to tag please let me know.
@Xander_Amazon @Aria_Amazon
Appreciate any help we can get!
Thank you!
RE: Safe - T Claim denied for switcharoo
Hello,
We could really use some help in getting a Safe-T Claim processed (Claim number 82998-62257-8576155) as Amazon continuously denies the claim. Amazon issued a RFS as soon as the item was en route to us. We have never had to deal with this. It's our first safe - t claim that I can remember. We normally issue the refund less a 99% restocking fee for issues such as this and then offer to give a full refund if the correct item is returned.
We shipped a brand new item with a specific SKU and Serial Number. The customer switched the item in the box with a SKU we have never purchased, sold, or listed and obviously the serial number did not match. It also appears this could have been a competitor as the company it was shipped to is in the same category.
Amazon requested we send photographic evidence of everything (the original box, the return label, the switched item, the Invoice from an authorized distributor, the barcode label). We supplied all the info including the invoice with the highlighted SKU and Serial number we shipped (prices redacted).
The Invoice is from an authorized distribution wholesale center for the brand name with our company name and address as on file with Amazon. We have supplied the LOA for this brand many times in the past and yes it is direct from the brand and has all the pertinent info to prove we are authorized sellers of this brand.
So that being said, can a MOD please escalate this as the buyer has defrauded us in returning an item we have clear proof is not an item we have ever purchased, sold or listed. And at this point Amazon is allowing a fraudster to keep an item we sold in brand new condition for free with no consequences. We requested the immediate funds be put back in our account and the buyer be charged for the return shipping as it isn't the item we sold.
If anyone is better aquatinted with the MOD to tag please let me know.
@Xander_Amazon @Aria_Amazon
Appreciate any help we can get!
Thank you!
20 replies
Seller_OvL8C4BJWiuS9
"Do you have written authorization or approval from the brand or this company to list and or sell the products from their company? A lot of companies will authorize a supplier, but in their terms of use, you are not authorized to distribute the materials from the site they were sourced from. These suppliers are typically licensed and authorized for sale to the end consumer, no resale. I would suggest reviewing your suppliers terms of use or terms of service and work with the brand itself to obtain a letter of authorization as this will be required at this point to show proof you are an authorized distributor for the concerned brand. So you are additionally aware, if your supplier tries to issue you a letter of authorization, it will not be accepted. They will only accept an LOA if issued by the brand or rights owner only."
Seller_8wLvOLbM5LDkA
The SAFE-T system is largely ineffective. Currently, 99% of the claims are rejected. Even if you submit sufficient evidence, it won't help.
Seller_nagFnCXudcJqj
I rarely comment, but I feel compelled to add my voice here.
I’ve been an Amazon seller for nearly ten years, and in that time I have never won a single “switch-a-roo” return case. The way returns are currently handled is, frankly, a disgrace.
As sellers, we pay for FBA specifically because it includes return management. One would reasonably expect that Amazon would verify whether the item being returned is actually the item that was sold. In practice, that simply doesn’t happen.
Instead, sellers are forced into an exhausting and time-consuming process: tracking down the original order number from a return slip, documenting discrepancies with photos and screenshots, opening cases, and submitting detailed explanations—only to have those cases denied anyway. The effort required versus the outcome is inexplicable.
At every possible turn, sellers absorb the loss in favor of the customer, regardless of abuse or evidence. It feels less like a balanced marketplace and more like a system designed to penalize sellers wherever possible.
And all of the surveys and feedback requests suggesting Amazon wants to “do better”? They disappear into a void, with no visible impact or accountability.
After nearly a decade, it’s hard not to conclude that seller protection simply isn’t a priority.
Seller_guCaS93YGnu0t
Are you able to share the safe-t claim and appeal here? (Without sensitive info)
What may be clear cut and simple to understand for you, may not be to someone who is glancing at 10 claims a minute.
There is also the "conspiracy" that Amazon, like insurance companies, will not or won't grant claims of a certain value...at least right away.
Seller_Ha6JyVvDK6Ybs
So what Safe-t is a faking joke! When you catch it in the wrong they close case and deny everything!
Seller_V5l9UBkHDQEjb
I got declined for a switcheroo recently too even though I believe it was an accidental one.
I did a 0% refund for getting some random car upholstery back instead of what I actually sold (a toy)
amazon insists I was returned the right item.
you win some you lose some. now I have someone else's garbage to discard.
Seller_Ha6JyVvDK6Ybs
The fact is with Amazon ripping us off on fees, post office raising prices no one can afford to loose anything. Amazon won't even reply let you adjust prices up cause they will remove buy box button which stops all sales on that item or pricing error so at this point fight to the death for every last cent especially Amazon return Safe-T AtoZ abuse.
Joey_Amazon
Hello @Seller_OTfqoLfIVsT1o,
Thank you for taking the time to post here at the Seller Forums and bring this matter to our attention.
Based on the information you have shared, please allow me to connect with our internal team regarding your case. I will post here once I have any new findings.
Seller_i5v1exFvXTcCN
This happens all the time. I refuse to sale automotive parts due to people switching upgrade products. if you take a look at automotive parts section on amazon you will see many are not FBA anymore due to this. Motorcycle industry struggles to get a foothold on amazon due to this with very small profit margins. 1 claim switch ruins profits for the next 10 items. you will never win these claims and the time and effort to fight them with sufficient evidence pushes me to keep automotive on other platforms.
