SO at the request of @Seller_l3eCP9f1PtJXC I started a new thread. This is more of a principle issue then the cost basis for us, but for those of you shipping expensive items be aware
Customer request replacement, never returns original item.
You cannot process a Safe T Claim as Amazon states your supposed to do and CS is clueless and hangs up or escalates and then they hang up.
Amazon Always assumes that once a label is created it is in transit. there was NEVER a scan of the item as a result of this assumption, safe t claim is invalid.
On another note I'm still dealing with inbound lost packages that Amazon states were never shipped ( and therefore invalid to file a claim) that have tracking all the way to FBA warehouses and or UPS states in the tracking the package was destroyed and shipper notified which is amazon as it is with there buy shipping under their account. Cases open for weeks on this.
There is no recourse as a seller for replacement orders shipped but nothing returned.
as Amazons process fails to acknowledge the lack of it being shipped.
To be sure, the 'Seller protection' section of the Replacements for seller-fulfilled returns help page confirms that: "you’re eligible for an automatic reimbursement if the buyer fails to return the original item to the carrier within 30 days of the replacement order being sent. Allow seven business days for the reimbursement to show up on your Payments page against the replacement order ID. "If however, you've encountered a situation where the automatic reimbursement didn't apply as expected though, the SAFE-T Claim remains a pathway where you can submit to in helping find a resolution. This DOES NOT WORK
you cannot file a safe t claim this should be automatically processed, and not an eligible process
ie. safe t claim notice on replacement order "Seller needs to be debited to be eligible to file SAFE-T claim." replacement no charge order
and original order "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment. RETURN WAS NEVER SHIPPED
from UPS
"Order date 9-24-24 return tracking 1ZF2C2469065039863 Label Created
so Amazon bot thinks this is shipped but it is not. United States 09/24/2024, 1:19 P.M.So there is a serious flaw in the system
This is not the only order like this and CS has escalated twice and after delay hung up on me 4 times.
@danny answer
"What happens if the return is lost in transit? Again ITS NOT LOST
"Selling Partners will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement."
That said, you would be eligible for automatic reimbursement in cases where the buyer fails to return the original item to the carrier within 30 days of a replacement being sent.
I would recommend creating a new thread on the issues you are facing here on the forums. This will give the community at-large a chance to weigh in, as well as allow a Community Manager like myself the ability to assist directly. Per our Community Guidelines, we do try and focus individual threads on single seller scenarios whenever possible."
