Safe-T Claim denied - different serial number returned
We submitted a SAFE-T claim for a return where the customer sent back a unit with a different serial number than the one we shipped. The product box they returned had the serial number we shipped the customer, but the unit inside had a completely different serial number.
Amazon requested: “A clear, valid invoice document that lists the serial ID or unique device identifier, such as the barcode scanner, of the item that was sold.”
We submitted the invoice, which lists the serial number and matches the serial number we sold. Despite this, the claim was denied twice with the reason being "we did not receive the requested details."
Is there a way to escalate when we've provided exactly what was asked?
Appreciate any advice.
Thank you!
Safe-T Claim denied - different serial number returned
We submitted a SAFE-T claim for a return where the customer sent back a unit with a different serial number than the one we shipped. The product box they returned had the serial number we shipped the customer, but the unit inside had a completely different serial number.
Amazon requested: “A clear, valid invoice document that lists the serial ID or unique device identifier, such as the barcode scanner, of the item that was sold.”
We submitted the invoice, which lists the serial number and matches the serial number we sold. Despite this, the claim was denied twice with the reason being "we did not receive the requested details."
Is there a way to escalate when we've provided exactly what was asked?
Appreciate any advice.
Thank you!
0 replies
Minerva_Amazon
Hello @Seller_xHKSXlr12kCDR and happy Monday!
I understand you already appealed the claim decision but this was still denied, correct?
You can share here the order ID or the claim ID and I can double check if I can open an internal review.
Let me know!
