New Seller Community
Order delivered but customer initiated refund saying they didn't receive it.
This is already the second time that the customer already got our product. But they claimed that they didn't get it and initiated refund. We filed Safe T claim but got rejected by Amazon saying we didn't buy Amazon shipping.
We have all proof from our delivery company and also the customer even asked us about how to start the product. We are thinking maybe these are possibly fraud.
Anyone had similar issues? Any solutions to these type of cases? Also what's the time frame that the customer could possibly claim such refund? Is it 30 days?
Thanks.
3 replies
Seller_OvL8C4BJWiuS9
Did you use Amazon' buy shipping? if not, it doesn't matter what "proof" you have, you will lose.
Seller_9z7K85RzAOGC9
I've seen here on the forums where some customers initiate a refund right before the last day to get refunded and then not send the item back so refund is not started on first scan that day, but then months later they finally send the product back after using it and breaking it etc.. It's like some kind of loophole on the refund/return that as long as the refund request was initiated before the end date they can sit on that shipping label for a while and then get their money back later.
Danny_Amazon
Hey there @Seller_hbEqOCgPKzzKG- and thanks for noting this here in the New Seller Community.
It is true that using a "Claims Protected" Buy Shipping Label does offer some protections against 'Item Not Received' claims from customers, given certain criteria are met. If a non-Claims Protected Buy Shipping label is used, Amazon may have limited ability to determine if a customer did receive a delivery or if some other issue, like a theft, may have occurred.
If you still have the ability to appeal the outcome of the SAFE-T Claim, I would recommend submitting context on the customer asking how to start the item, and any other evidence you have, like Proof of Delivery, a signature confirmation, or messages from the customer.
You can also reference these best practices on submitting and appealing SAFE-T Claims, which I hope prove helpful!
Thanks very much,
Danny
