SAFE-T Claim and Switcheroo Return Policy Abuse
I have attempted resolution of this return policy abuse issue via SAFE-T Claim #61870-64792-0651147, but it remains unresolved.
The buyer purchased a single set of two flameless candles (order #113-9525376-9555440, ASIN B07QNS7PP1) for $104.98. He claimed one of the candles was defective because the flame wouldn't move and requested a replacement set (order #113-4302158-7451435). We shipped the replacement as required by Amazon.
When his return of the first set arrived, we discovered it was not the candles we shipped him. He returned two heavily used candles, neither of which worked.
Amazon's return policy states that items must be returned in original condition to be eligible for a refund. So, the buyer now has two pristine sets of candles (retail value of $209.96), and we have his used, broken candles that are good for nothing but the trash. The SAFE-T Claim awarded me only $20.99 reimbursement for this scam (20% restocking). The restocking fee guidelines allow a 50% restocking fee for items with severe damage. That is certainly the case with his return. Both candles were dirty with nicks in the wax, and neither of them worked. 50% of the item price would be $52.49, and I believe I'm also due reimbursement of $5.01 for the return shipping label since this was a case of return fraud. A 50% restocking fee plus return shipping is $57.50. I was previously granted $20.99, so I believe I am due an additional $36.51.
In addition to the SAFE-T Claim, I filed a return policy abuse report through Account Health.
I appealed the SAFE-T Claim and then opened Seller Support case #17481845921, but the 50% restocking fee reimbursement continues to be denied.
@Danny_Amazon
SAFE-T Claim and Switcheroo Return Policy Abuse
I have attempted resolution of this return policy abuse issue via SAFE-T Claim #61870-64792-0651147, but it remains unresolved.
The buyer purchased a single set of two flameless candles (order #113-9525376-9555440, ASIN B07QNS7PP1) for $104.98. He claimed one of the candles was defective because the flame wouldn't move and requested a replacement set (order #113-4302158-7451435). We shipped the replacement as required by Amazon.
When his return of the first set arrived, we discovered it was not the candles we shipped him. He returned two heavily used candles, neither of which worked.
Amazon's return policy states that items must be returned in original condition to be eligible for a refund. So, the buyer now has two pristine sets of candles (retail value of $209.96), and we have his used, broken candles that are good for nothing but the trash. The SAFE-T Claim awarded me only $20.99 reimbursement for this scam (20% restocking). The restocking fee guidelines allow a 50% restocking fee for items with severe damage. That is certainly the case with his return. Both candles were dirty with nicks in the wax, and neither of them worked. 50% of the item price would be $52.49, and I believe I'm also due reimbursement of $5.01 for the return shipping label since this was a case of return fraud. A 50% restocking fee plus return shipping is $57.50. I was previously granted $20.99, so I believe I am due an additional $36.51.
In addition to the SAFE-T Claim, I filed a return policy abuse report through Account Health.
I appealed the SAFE-T Claim and then opened Seller Support case #17481845921, but the 50% restocking fee reimbursement continues to be denied.
@Danny_Amazon
0 replies
Danny_Amazon
Hello @Seller_QjYfjZwWH8D0l- thank you for tagging me in this detailed thread, I am just now seeing this. I appreciate your patience.
Commenting to confirm I've submitted a request for some additional review of this claim decision in case any further recourse is available.
I'll be sure to tag you in this thread as I receive any guidance that our team has completed their review. In the meantime, I do want to note that our guidance on applying re-stocking fees does advise that, for returns with a buyer faulted reason code that are returned with damage, a restocking fee of up to 50% may be applied, but doesn't confirm that threshold would be met in all cases.
It also shares some instructions for applying a 100% restocking fee for the return of a materially different item, in case it helps for future return scenarios (please do review the full policy for context on the callouts designated by the asterisks!):
"Note: ** If a buyer returns a materially different item, follow these steps before charging a restocking fee:
- Contact the buyer.
- Tell the buyer that they accidentally returned the wrong item.
- Ask if the buyer wants the incorrect item returned to them.
- Offer the buyer the option to return the correct item for a refund.
If no resolution is reached after following these steps, only then may you charge a restocking fee of up to 100%."
Thanks!
-Danny
