SAFE-T-claim Issue
I am at a loss as to how I am supposed to proceed further with this.
I opened a Safe-T claim after I received a return that was wrong in so many way. The person had ordered various roomline joints from ourselves (for use with skirting boards) 4 x 100mm Internal, 4 x 100m external and 4 Inline joints. (12 joints in total) What they returned to us was 2 single internal corners - 150mm) We hadn't even supplied them! To reinforce things further they returned them in our competitors packaging!
I am just getting the usual robotic answers off the Safe-T claim department and it just needs a human eye on this.
This is the last message from them: We have denied your reimbursement request for order 205-2095181-9588333. We understand that you may not agree, however, we stand by our decision and unfortunately won't be able to reply to further communications about this issue.
Why is this happening? The reason behind this decision is that the information that you provided was not sufficient. We requested additional information but did not receive the requested details.
The detail asked was: -- Photographic evidence of the difference between the returned and the shipped items. Please note that images of packaging will not suffice.
I therefore went into my warehouse prepared a copy of what we sent to the customer and even put labels underneath saying "THIS IS WHAT WE SENT TO THE CUSTOMER" and then a photograph of what the customer returned with a label saying "THIS IS WHAT THE CUSTOMER RETURNED. How much clearer can I make this!
It is like dealing with toddlers. I am about £35 pounds out of pockets and this sort of rubbish is happening daily.
I will never understand how we can accrue so much positive feedback on eBay selling the same items, using the same couriers . We seriously have had 3 negatives over a 20+ year period! I can that many in a week with Amazon!
I think the answer lies in accepting the bots can only work as well as they are programmed and occasionally you need to actually put a human eye or a human ear to use.
Speaking to Amazon customer services I cringe when they let you describe the issue and then say (i assume off script) "Yes ok I understand" this to me is code for " I haven't got a bloody clue what you are going on about and even if I wanted to help you I couldn't because this is down to XYZ specialist department!"
I fully appreciate there will be a small section of sellers that will say "if you don't like it you're free to leave" but sometimes it's just nice to have your little rant and get this crap off your chest. The likelihood of this getting resolved is pretty much zero but I just wonder in the real world how Amazon expects you to respond to their requests. They have pretty much asked me for a photo of what they didn't send back!
I will probably get a message back saying they much have sent them back for you to have provided us with a photo of them :-)
SAFE-T-claim Issue
I am at a loss as to how I am supposed to proceed further with this.
I opened a Safe-T claim after I received a return that was wrong in so many way. The person had ordered various roomline joints from ourselves (for use with skirting boards) 4 x 100mm Internal, 4 x 100m external and 4 Inline joints. (12 joints in total) What they returned to us was 2 single internal corners - 150mm) We hadn't even supplied them! To reinforce things further they returned them in our competitors packaging!
I am just getting the usual robotic answers off the Safe-T claim department and it just needs a human eye on this.
This is the last message from them: We have denied your reimbursement request for order 205-2095181-9588333. We understand that you may not agree, however, we stand by our decision and unfortunately won't be able to reply to further communications about this issue.
Why is this happening? The reason behind this decision is that the information that you provided was not sufficient. We requested additional information but did not receive the requested details.
The detail asked was: -- Photographic evidence of the difference between the returned and the shipped items. Please note that images of packaging will not suffice.
I therefore went into my warehouse prepared a copy of what we sent to the customer and even put labels underneath saying "THIS IS WHAT WE SENT TO THE CUSTOMER" and then a photograph of what the customer returned with a label saying "THIS IS WHAT THE CUSTOMER RETURNED. How much clearer can I make this!
It is like dealing with toddlers. I am about £35 pounds out of pockets and this sort of rubbish is happening daily.
I will never understand how we can accrue so much positive feedback on eBay selling the same items, using the same couriers . We seriously have had 3 negatives over a 20+ year period! I can that many in a week with Amazon!
I think the answer lies in accepting the bots can only work as well as they are programmed and occasionally you need to actually put a human eye or a human ear to use.
Speaking to Amazon customer services I cringe when they let you describe the issue and then say (i assume off script) "Yes ok I understand" this to me is code for " I haven't got a bloody clue what you are going on about and even if I wanted to help you I couldn't because this is down to XYZ specialist department!"
I fully appreciate there will be a small section of sellers that will say "if you don't like it you're free to leave" but sometimes it's just nice to have your little rant and get this crap off your chest. The likelihood of this getting resolved is pretty much zero but I just wonder in the real world how Amazon expects you to respond to their requests. They have pretty much asked me for a photo of what they didn't send back!
I will probably get a message back saying they much have sent them back for you to have provided us with a photo of them :-)
7 replies
Seller_76AUwmqvSyRIM
Personally, even for a £35 loss, I would (and have done) take Amazon to the Small Claims Court. It's the principle of it and also hoping that they would learn something from it.
The last time I took them to the Small Claims Court, I even claimed for the time it cost me to fight the original issue with them. I won that amount too.
And of course you can claim the court fee.
I strongly recommend that you do that.
Seller_ZVAz3d5lZuGid
I agree with above post, even though I have not had a similar scenario, but Amazon just ride roughshod over we sellers, though I doubt they will ever learn from it, but that is SO, SO wrong, on so many points.
How can they possibly deny such a claim ? - it beggars belief.... and this comment, which I have seen many sellers quote " We understand that you may not agree, however, we stand by our decision and unfortunately won't be able to reply to further communications about this issue."
Sorry, my rant over !
Seller_MT8rt0A2OpbCx
I disagree strongly with those sellers. It might be like climbing El Capitan with no equipment, hands tied and bare feet, but if we sellers don't try to put up a fight and just get walked over, things will only get worse, not only for sellers, but for Amazon, as most of the things we strive to improve benefit the whole platform. As Amazon drive away the better sellers, leaving only the here today, gone tomorrow, following social media in how to sell, with sub-standard products and easy pickings for the followers of other social media telling them how to get Amazon stuff for free, it all may collapse, or Amazon may pull the plug, as they have many streams of revenue. They don't seem to put much quality development into the platform. Token support (mods on here excluded 😀), tinkering which seems to have a moto, if it ain't broke, break it, extreme resistance to fixing the catalogue, etc.
No seller should have all their eggs in Amazon's basket. The road that basket is on has many potholes.
Seller_QHJyNkagGiCWP
I seem to do all right with safe t claims, but one thing I know they will always get turned down on is if you do not photograph the return packaging with the label showing as this tells them that the goods are returned from that customer, if you do not do this it will always be turned down. I also in these circumstances show the screenshot of the page they purchased from.
Seller_Qn51mL3EVwgia
Take amazon to small claims, claim for all time and costs also
Sarah_Amzn
Hello @Seller_eOGlVY3Xll352,
We're hosting an "Ask Amazon" event with the Safe-T team on September 10th.
You can find more details here.
We invite you to participate and ask questions about Safe-T processes and get expert replies.
Kind regards,
Sarah.
