SAFE-T Claim denied for empty package returned, Amazon wants pictures of the item returned and not the package?!?
If any mods can help escalate this: Order ID: 111-9603196-4445827 SAFE-T Claim ID: 15396-67567-9065736
essentially the customer returned an empty 5"x7" flat padded envelope instead of the 9"x7"x4" 6 pound item we sent. the safe-t claim options do not include package returned empty. since the customer technically returned "something", meaning the empty package, the closest option is that the returned item was materially different. we supplied photos of the envelope with the label and explained the situation.
the first claim denial reason: The issue that you reported is not covered by the SAFE-T policy.
the second claim denial had a blank reason and simply stated There is no reimbursement due on this order.
the third claim denial indicated we needed to provide more evidence -- Photographic evidence of the empty package.
after sending the photo again of the empty envelope, the last denial response is the best. now I have to provide: -- Photographic evidence of the difference with the original item. Please note that images of packaging will not suffice.
This is genius level. I have to provide a photo of the nothing they returned to show how it is different from the original item. I can't imagine how a bot nor a person could be this oblivious. Do I send a photo of something just to show it is different, even though I already made it very clear we did not receive anything? Looking for help and guidance please...
SAFE-T Claim denied for empty package returned, Amazon wants pictures of the item returned and not the package?!?
If any mods can help escalate this: Order ID: 111-9603196-4445827 SAFE-T Claim ID: 15396-67567-9065736
essentially the customer returned an empty 5"x7" flat padded envelope instead of the 9"x7"x4" 6 pound item we sent. the safe-t claim options do not include package returned empty. since the customer technically returned "something", meaning the empty package, the closest option is that the returned item was materially different. we supplied photos of the envelope with the label and explained the situation.
the first claim denial reason: The issue that you reported is not covered by the SAFE-T policy.
the second claim denial had a blank reason and simply stated There is no reimbursement due on this order.
the third claim denial indicated we needed to provide more evidence -- Photographic evidence of the empty package.
after sending the photo again of the empty envelope, the last denial response is the best. now I have to provide: -- Photographic evidence of the difference with the original item. Please note that images of packaging will not suffice.
This is genius level. I have to provide a photo of the nothing they returned to show how it is different from the original item. I can't imagine how a bot nor a person could be this oblivious. Do I send a photo of something just to show it is different, even though I already made it very clear we did not receive anything? Looking for help and guidance please...
1 reply
Dougal_Amazon
Hello @Seller_hyIteolKDibWK,
My name is Dougal from the Community Manager Team and I will be happy to assist. I have created an internal escalation for this. Since you received a refund, but they mentioned the Guidelines for charging restocking fees where the table shows that if the Return request is "The buyer returns an empty box or package." Then the Restocking fee is "Yes, up to 100% of the item’s price."
I mentioned the above in my escalation as well and will provide you an update as soon as I hear back.
Best, Dougal
