If a product is not auto-refunded, how do we file a SAFE-T claim?
We had a return this week under the "Inaccurate Web Description" reasoning, customer comment was "Thanks." The returned product was exactly what was ordered, and matches the product page description perfectly. Normally, after 48hrs Amazon would automatically refund the customer and we would file a SAFE-T claim for the return shipping. However, that automatic refund didn't happen like normal and the customer filed an A-to-Z claim. So are we just out of luck? Don't really want the A-to-Z claim on the account, but if we just refund it, we can't file a SAFE-T claim, right?
If a product is not auto-refunded, how do we file a SAFE-T claim?
We had a return this week under the "Inaccurate Web Description" reasoning, customer comment was "Thanks." The returned product was exactly what was ordered, and matches the product page description perfectly. Normally, after 48hrs Amazon would automatically refund the customer and we would file a SAFE-T claim for the return shipping. However, that automatic refund didn't happen like normal and the customer filed an A-to-Z claim. So are we just out of luck? Don't really want the A-to-Z claim on the account, but if we just refund it, we can't file a SAFE-T claim, right?
2 replies
Seller_keSnEDesLFVwv
An A-to-Z claim and a SAFE-T claim are essentially the same thing. The only difference is that one is opened by the customer ( Or by CS on behalf of the customer ), and the other by the seller.
You only get one.
Treat the A-Z claim just like you would treat a SAFE-T claim: use short sentences, use common words, use lots of pictures.
There are three things to remember about the person deciding your claim: 1) They are probably semi-literate, at best. 2) They have a pro-customer bias. IOW, you are guilty until proven innocent. 3) They are on a clock.
Joey_Amazon
Hey @Seller_1bBDcCv6vThVf,
Thank you for posting here at the forums!
If you wish, please share the Order ID or the Claim ID associated with this issue. I can take a look and determine how to best assist you.
Sincerely,
Joey
