Hi @Seller_5BzXWuXfa4xpk,

In the help page Reimbursement for seller-fulfilled network prepaid returns, under section "Orders ineligible for SAFE-T claims", it states that "an order is not eligible for reimbursement for return shipping cost if the offer is indicated as 'Free Returns' on the detail page."

Here's what you could try to check and potentially fix this:

First, verify if this SKU is marked for free returns:

• Head to Returns Settings and click "Manage Return Templates"
• Download the "Free Returns report" to see all SKUs with free returns enabled

If you find this SKU was accidentally included in free returns, you can update this using the Free Returns template in the Return Templates section.

Should you want to appeal the denial, you have 7 days from the decision date to do so through the Manage SAFE-T claims page. Just make sure to include any new evidence showing that this SKU shouldn't have free returns enabled.

One important note I found in the help pages - it's best to work directly with the SAFE-T team through the Manage SAFE-T Claims page rather than contacting Selling Partner Support.

Hope this helps get your SAFE-T claim sorted out!

Best regards, Michael