Let's Talk SAFE-T Claims!
What is a SAFE-T claim?
SAFE-T, which stands for Seller Assurance For E-commerce Transactions, is a mechanism for Amazon sellers to appeal refunds issued by Amazon, typically for returned items. This process comes into play when:
- A returned item is damaged or in poor condition
- The item isn't returned at all
- A returnless refund is issued inappropriately
SAFE-T claims allow sellers to seek reimbursement and applicable restocking fees when they believe they shouldn't be financially responsible for a refund decision made by Amazon.
Eligibility for SAFE-T claims:
Claims may be filed if:
- Amazon finds customer abuse of return/refund policies
- Items are returned unsellable (without seller fault)
- A different item is returned
- The product isn't returned (no Return Merchandise Authorization or carrier's "first scan")
- Amazon wrongly refunded return delivery costs
- Proof of delivery exists for items claimed as "not received"
- Amazon initiated a return outside the return window
Claims are not eligible when:
- The seller issued the refund
- An A-to-Z claim was granted
- Items were lost or damaged during return shipping
- The order was fulfilled by Amazon
- The seller refused a return shipment
Filing a SAFE-T claim:
- Access "Manage SAFE-T Claims" in Seller Central
- Click "File a new SAFE-T claim"
- Enter the order ID and check eligibility
- Select the reason for your claim
- Attach supporting documentation
- Submit the claim
Things to consider when filing a SAFE-T Claim:
- Provide detailed information about why you should be reimbursed
- Include multiple, clear photos of returned items and packaging
- Attach all relevant supporting documents
- Communicate directly with the SAFE-T team through the proper channel
For tips on how to appeal a SAFE-T Claim, please feel free to review the below resources.
Let's Talk SAFE-T Claims!
What is a SAFE-T claim?
SAFE-T, which stands for Seller Assurance For E-commerce Transactions, is a mechanism for Amazon sellers to appeal refunds issued by Amazon, typically for returned items. This process comes into play when:
- A returned item is damaged or in poor condition
- The item isn't returned at all
- A returnless refund is issued inappropriately
SAFE-T claims allow sellers to seek reimbursement and applicable restocking fees when they believe they shouldn't be financially responsible for a refund decision made by Amazon.
Eligibility for SAFE-T claims:
Claims may be filed if:
- Amazon finds customer abuse of return/refund policies
- Items are returned unsellable (without seller fault)
- A different item is returned
- The product isn't returned (no Return Merchandise Authorization or carrier's "first scan")
- Amazon wrongly refunded return delivery costs
- Proof of delivery exists for items claimed as "not received"
- Amazon initiated a return outside the return window
Claims are not eligible when:
- The seller issued the refund
- An A-to-Z claim was granted
- Items were lost or damaged during return shipping
- The order was fulfilled by Amazon
- The seller refused a return shipment
Filing a SAFE-T claim:
- Access "Manage SAFE-T Claims" in Seller Central
- Click "File a new SAFE-T claim"
- Enter the order ID and check eligibility
- Select the reason for your claim
- Attach supporting documentation
- Submit the claim
Things to consider when filing a SAFE-T Claim:
- Provide detailed information about why you should be reimbursed
- Include multiple, clear photos of returned items and packaging
- Attach all relevant supporting documents
- Communicate directly with the SAFE-T team through the proper channel
For tips on how to appeal a SAFE-T Claim, please feel free to review the below resources.
5 replies
Seller_iwLHNpHOeCNUL
I hate that amazon refund immediately when a customer claim "damaged in transit" while the delivery picture shows that the package delivered in perfect condition
Seller_aWrza8YvWVgM1
The problem is you can do all of this and IF they do decide to reimburse you, they give you pennies on the dollar.
Seller_nxvyRDZCFduAS
Greetings @Quincy_Amazon
At this point, the Safe-T claims team seems completely rogue and unaware of Amazon's policy. Could you please help seek the appropriate resolution on these cases?
Order ID: 111-3480776-1460218
- Customer claims: Item not Received
- Claims protected labeled purchased
- Shipped and scanned on time
- 2nd package was delivered late by the carrier
Order ID: 114-3822613-6741855
- Customer Claims: Product Not As Described
- Claims protected label purchased, shipped & scanned on time, delivered.
- The customer provided fraudulent information to Amazon. We have been successfully winning Safe-T claims in the past when we can prove with photos that the correct product was sent. This claim decision is inconsistent at best.
- Attached to the claim, you'll see an image of the order before it was shipped. This image shows the manufacturer model # and UPC. There is also a time-date stamp at the top left of the packing slip that shows the time this order was packed.
- We have sold 25 of this ASIN in the past 4 months.
- Order ID: 111-4107252-6427441 <---- similar situation & Safe-T claims team paid us.
- Order ID: 112-4430788-8175416 <---- similar situation & Safe-T claims team paid us.
Order ID: 114-9405805-1385004
- Customer Claims: Different Item
- Claims protected label purchased, shipped & scanned on time, delivered.
- The customer provided fraudulent information to Amazon.
- Attached to the claim you'll see an image of the order before it shipped.
- Order ID: 111-4107252-6427441 <---- similar situation & Safe-T claims team paid us.
- Order ID: 112-4430788-8175416 <---- similar situation & Safe-T claims team paid us.
Thank you for your assistance in seeking the appropriate outcomes on these claims. It would also be enlightening if you could get some reasoning behind these claim decisions. Then sellers could better understand where the communication breakdown is happening between sellers - support - and the policy.
Thank you.
Seller_nxvyRDZCFduAS
Let's Talk SAFE-T Claims!
Ummm, okay. I've been waiting for over 2 weeks to talk about it.
Were you joking with me?
Seller_85lVOARf5WaM0
This is some bonafide hullabaloo by Amazon. Laziness at its finest. It's your fault that Amazon created lax policies for your customer and their returns, but who pays the real price? It's YOU the seller, that's who. It's you the seller's fault that they break or lose your product. It's you, the seller's fault they allow for fraudulent returns. It's you, the seller's fault, when you need help and yet didn't provide enough evidence. Even if you did right, it's always YOUR fault, somehow, someway. It's like stupidness runs rampant in Seattle and then bleeds into anywhere else there's a warehouse.
Amazon has a real set wanting to charge over 50% for fees for this stupid nonsense, placement, and the like and what do YOU the seller get???? Nothing, just more hassle, more headaches, and lost revenue for things out of your control.
Like I don't mind paying fees, but make it worth my money and time Amazon instead of funneling it to shareholders who provide no value.
Dear Amazon make it make sense because I seem to get less and less around here and just hassle after hassle. Time is money and Amazon wastes a lot of both.
If they'd actually invested in real infrastructure and didn't treat their workers like dogs, then a lot less of this would happen. We, the seller are paying YOUR bills, so do something for us. You allowed any old geek off the street in and yet it's the sellers who did right that pay the price all the time. You the seller can't get help, can't fight anything, and can't really do anything except take it or keep fighting.
Stand strong my brothers and sisters. Keep fighting back until you win because you are being legally robbed all the time and I don't see it ending anytime soon...
