Invoiced By Amazon - Return of Damaged Goods & Safe-T Claims
Not sure how many on the forum have experience of the Invoice By Amazon system but thought I would ask here as I am getting nowhere with Seller Support.
Situation: We receive an Invoice by Amazon order for goods, this is fulfilled, a return is raised as Not Required, goods come back used. For anyone not aware, you can read about this exciting new Amazon feature at the link below.
https://sellercentral.amazon.co.uk/help/hub/reference/G68CSVHZ46WUP4AP
Upon receipt of a return on an Invoice By Amazon order, you are obliged to confirm receipt, Amazon then refunds the customer. It is not possible to make deductions to that refund for goods damage, etc. After confirming receipt, it is also not possible to make a Safe-T Claim, as Amazon's system considers it as "Refund Initiated by Seller". You are therefore trapped; if you do not confirm receipt you run the risk of an A-Z Claim, if you confirm receipt you are left with unsellable goods and no funds from the sale.
All we get from Seller Support is (after a week or so of "please wait whilst we ask our specialists") is "you can't submit a Safe-T because you initiated the refund". But as far as I can see, legally, we did not, Amazon refunds the customer, it is their customer; we are simply a fulfilment house for Amazon in this instance. The Help section on Invoice By Amazon specifically says the following about returns;
"We will automatically authorise all return requests from business customers that meet Amazon’s business returns policy . You are required to confirm receipt of the item within two working days after receiving the item to authorise Amazon to provide a full refund to the business customer. For refunded items that are damaged, provide a written notice of the damage to Selling Partner Support"
Having attempted several times to "provide written notice" to seller support, we are just told "put a Safe-T Claim in". When telling then that we could not, we were told "well, you shouldn't have initiated the refund, then". I don't think that anyone in seller support knows what the Invoice By Amazon feature is.
Now, unless I am missing something in the process of confirming receipt, can anyone tell me how to obtain reimbursement for damaged returns under this system, or is it simply that, as far as I can tell, the system is broken.
Anyone have any experience of this?
Invoiced By Amazon - Return of Damaged Goods & Safe-T Claims
Not sure how many on the forum have experience of the Invoice By Amazon system but thought I would ask here as I am getting nowhere with Seller Support.
Situation: We receive an Invoice by Amazon order for goods, this is fulfilled, a return is raised as Not Required, goods come back used. For anyone not aware, you can read about this exciting new Amazon feature at the link below.
https://sellercentral.amazon.co.uk/help/hub/reference/G68CSVHZ46WUP4AP
Upon receipt of a return on an Invoice By Amazon order, you are obliged to confirm receipt, Amazon then refunds the customer. It is not possible to make deductions to that refund for goods damage, etc. After confirming receipt, it is also not possible to make a Safe-T Claim, as Amazon's system considers it as "Refund Initiated by Seller". You are therefore trapped; if you do not confirm receipt you run the risk of an A-Z Claim, if you confirm receipt you are left with unsellable goods and no funds from the sale.
All we get from Seller Support is (after a week or so of "please wait whilst we ask our specialists") is "you can't submit a Safe-T because you initiated the refund". But as far as I can see, legally, we did not, Amazon refunds the customer, it is their customer; we are simply a fulfilment house for Amazon in this instance. The Help section on Invoice By Amazon specifically says the following about returns;
"We will automatically authorise all return requests from business customers that meet Amazon’s business returns policy . You are required to confirm receipt of the item within two working days after receiving the item to authorise Amazon to provide a full refund to the business customer. For refunded items that are damaged, provide a written notice of the damage to Selling Partner Support"
Having attempted several times to "provide written notice" to seller support, we are just told "put a Safe-T Claim in". When telling then that we could not, we were told "well, you shouldn't have initiated the refund, then". I don't think that anyone in seller support knows what the Invoice By Amazon feature is.
Now, unless I am missing something in the process of confirming receipt, can anyone tell me how to obtain reimbursement for damaged returns under this system, or is it simply that, as far as I can tell, the system is broken.
Anyone have any experience of this?
1 reply
Seller_gm4dtnwkbHJUi
The issues you have highlighted with Amazon issuing refunds is across all amazon system. Very quick to issue refunds without blinking and considering their own process.
SAFE-T isn't safe afterall. It's just a term coined up by someone within the Amazon hierarchy to make it look like something is being done to protect seller - it's a farce.
With Amazon, it's always "Your problem, deal with it, we already got our fees". So frustrating dealing with amazon at every level and I wonder if anyone is actually looking at the complaints from sellers across the platform.
