Urgent Assistance Needed - Repeated Denial of SAFE-T Claims Despite Clear Evidence
Hello Amazon Seller Community,
I am reaching out for urgent assistance regarding a troubling issue with the denial of our SAFE-T claims. We have been consistently selling custom-made vinyl decals on Amazon and have had several successful claims in the past under similar circumstances. However, recently, our claims are being denied despite providing clear evidence.
Issue Details:
We recently filed a SAFE-T claim for Order #111-5394037-9059419. The customer received a refund without returning the product, which is a custom-made item and, by Amazon's policies, non-returnable. Here are the key points:
Correct Item Shipped: We shipped the exact item as described in the listing. We have proof through photos taken during the item's construction, packing, and delivery.
No Return or RMA: There is no Return Merchandise Authorization (RMA) associated with this order. The item was delivered on June 21, 2024, and we have provided clear proof of delivery.
Contradictory Denial Reasons: Initially, our claim was withdrawn stating 15 days had not passed since the refund. We waited and refiled, but the claim was denied again, stating the item is non-returnable, yet the refund was issued without requiring a return.
Previous Successful Claims: We have successfully made similar claims in the past under the same conditions and provided the same type of evidence. This sudden change in the handling of our claims is causing significant issues for our business.
Request for Assistance:
We are seeking the intervention of a moderator or an Amazon representative to review this case. It is critical to understand why our claim was denied despite following the correct procedures and providing comprehensive evidence. We need clarity on:
Why the claim was denied despite no return being initiated and no RMA existing.
Why the policies seem to be inconsistently applied compared to our previous successful claims.
Supporting Evidence:
We have included:
Photos of the item during construction.
Packing photos.
Delivery confirmation photos.
Proof that the item matched the description perfectly.
We believe this situation is a clear misunderstanding or misapplication of Amazon's policies, and we urgently need this resolved to prevent further financial losses and disruption to our business.
Thank you for your attention and assistance in this matter. We look forward to a prompt resolution.
Best regards,
Fusion Decals
Urgent Assistance Needed - Repeated Denial of SAFE-T Claims Despite Clear Evidence
Hello Amazon Seller Community,
I am reaching out for urgent assistance regarding a troubling issue with the denial of our SAFE-T claims. We have been consistently selling custom-made vinyl decals on Amazon and have had several successful claims in the past under similar circumstances. However, recently, our claims are being denied despite providing clear evidence.
Issue Details:
We recently filed a SAFE-T claim for Order #111-5394037-9059419. The customer received a refund without returning the product, which is a custom-made item and, by Amazon's policies, non-returnable. Here are the key points:
Correct Item Shipped: We shipped the exact item as described in the listing. We have proof through photos taken during the item's construction, packing, and delivery.
No Return or RMA: There is no Return Merchandise Authorization (RMA) associated with this order. The item was delivered on June 21, 2024, and we have provided clear proof of delivery.
Contradictory Denial Reasons: Initially, our claim was withdrawn stating 15 days had not passed since the refund. We waited and refiled, but the claim was denied again, stating the item is non-returnable, yet the refund was issued without requiring a return.
Previous Successful Claims: We have successfully made similar claims in the past under the same conditions and provided the same type of evidence. This sudden change in the handling of our claims is causing significant issues for our business.
Request for Assistance:
We are seeking the intervention of a moderator or an Amazon representative to review this case. It is critical to understand why our claim was denied despite following the correct procedures and providing comprehensive evidence. We need clarity on:
Why the claim was denied despite no return being initiated and no RMA existing.
Why the policies seem to be inconsistently applied compared to our previous successful claims.
Supporting Evidence:
We have included:
Photos of the item during construction.
Packing photos.
Delivery confirmation photos.
Proof that the item matched the description perfectly.
We believe this situation is a clear misunderstanding or misapplication of Amazon's policies, and we urgently need this resolved to prevent further financial losses and disruption to our business.
Thank you for your attention and assistance in this matter. We look forward to a prompt resolution.
Best regards,
Fusion Decals
10 replies
Seller_xoWJbjduHnsjK
Hello??
I really cant stand how bad customer service is a moderator step in lets go!
Seller_RClwXXLQjUdPk
As your items are non-returnable, Amazon has the right to issue a refund on your behalf if the customer is unhappy with the product or any such similar claim. There does not have to be an RMA issued or a return of the item to do so.
As for inconsistent upholding of policies, CSRs that work for Amazon can be very arbitrary in how they handle anything. Rarely do they seem to even know what policy is other than to delight the customer. Money is no object as it is not theirs or Amazon's. If the customer complains enough to the right CSR, they will get whatever they ask for. The same can happen with Safe-T Claims.
There are only a handful of mods for the thousands of posts on Amazon. They are not obligated to respond to any particular post and are doing the best they can. It helps if you include a case ID with your post so they have something that looks ready to respond to. If it looks like they can do nothing for you, they may just scroll on by the post.
Hopefully you can get resolution to your issue. Best of luck!
Danny_Amazon
Hello @Seller_xoWJbjduHnsjK - and thanks for posting. I apologize that the Amazon Seller Forums Community cannot operate as an urgent support mechanism. I do appreciate @Seller_RClwXXLQjUdPkjumping in to offer some guidance on the topic of non-returnable items and navigation of SAFE-T Claim appeals.
I can confirm that because an item is marked as non-returnable, this doesn't mean it is also non-refundable. You can confirm this on the Amazon.com Product Customization Program Terms and Conditions, as well as Amazon's Return Policies.
After review of the order and claim in question, it does appear our team did not find the evidence provided to be sufficient to overturn the decision in this case. Prior claims decided in your favor may not indicate that all claims will be, as evidence will vary from claim to claim.
You may have the ability to submit further evidence via an appeal. Please navigate to the 'Manage SAFE-T Claims' section of Seller Central to continue working through the appeals process.
I did like your comment in this thread around updating your kits and instructions so customers are better prepared to correctly apply your products. I agree this would likely improve customer satisfaction, and reduce situations where a SAFE-T claim may be needed.
