Countries
Read only
Amazon refunded the customer regardless of me sending a replacement. Now does not want to reimburse me...
Amazon refunded two customers regardless of me sending a replacement and both customers did not return the items. Now does not want to reimburse me...
The rules state:
The customer requested a free replacement via the Online Return Center, you shipped the replacement and the customer sent back the incorrect item or the original item in an unsellable condition. Note: You must submit the reimbursement claim for the replacement order within 60 calendar days after receiving the original item. The customer requested a free replacement via the Online Return Center, you shipped the replacement and Amazon issued a refund to the customer.
When I pasted this on the claim their response was:
We understand that you may not agree, however, we stand by our decision. We cannot share any further information and we may not reply to further communications about this issue.
How can I escalate this? The second customer was refunded by amazon regardless of me not being signed to their automated returns.. It's been +20 days after the return label has been sent and everything is being denied on Safe-T claims even though the rules state they need to reimburse me.
10 replies
Quincy_Amazon
Hello @Seller_XxkqAEQZDpcPX
Thank you for posting your inquiry to the Forums.
Please note that in cases of free replacements, you are not eligible for a SAFE-T claim while the original item is in transit to your return address. If the buyer fails to return the original item within 30 days of the replacement order being shipped, you may be eligible for reimbursement. Has that timeframe passed on the orders without a return?
Please feel free to provide the related claim ID number(s) to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
Quincy_Amazon
Thank you for your patience and for providing those claim ID numbers. I looked into claim ID 80229-31648-8497232 and I am glad to see that the claim was granted in your favor and that your account has been credited for the order. You can confirm the same via your Manage SAFE-T Claims page.
I also looked into claim ID 48950-71200-5834628 and see that the return tracking ID does not indicate that the carrier ever received the package. Therefore, I have escalated your case for additional review by the partner team. I will monitor for updates and will relay the same here. Please note that the team may reach out to you directly for additional information so please keep an eye on your performance notifications, email address on file, and case log.
I have also included a help page below that has additional detail on SAFE-T Claims for your reference if needed:
Regards,
Quincy_Amazon
Similar Discussions
