IBA orders where the customer is "Amazon Business EU SARL" are currently exempt from SAFE-T claims. We've had 2 cases open with SS regarding this since July last year. We get regular "cut and paste" responses saying the situation is being investigated but they cannot share any details at present.

See a thread we started here: https://sellercentral-europe.amazon.com/seller-forums/discussions/t/3e728a53-7b38-48e9-b742-1157806750b4?postId=1f2a4925-4656-46d5-956c-4dab8b04e2db

and also this one where an Amazon forum mod confirms SAFE-T claims can't be raised against IBA orders: https://sellercentral-europe.amazon.com/seller-forums/discussions/t/f22c87ae-3236-4a3b-965b-0e4d36048ca2?postId=c46a43f7-508a-471f-98c1-88ebe6cfba8e

In 1 case, the customer received a CSBA refund as they claimed the order was never delivered. DPD delivered to the business next door and we have the POD and GPS but couldn't message the customer to tell them.

Case 2, customer swapped an expensive speaker for the same model, but one that was damaged and returned it to us saying they received it damaged. We knew it wasn't due to the serial number of the speaker didn't match what we sent them, plus they returned it in the box we sent them so the serial number on the outside of the box didn't match.

So far no refunds have come our way.

Have sent several emails to the managingdirector email address, get the usual auto reply but nothing further except another cut and paste response on the cases.

Good luck if you try and pursue it.