Safe-T Claim denied even though tracking proves buyer is lying about "Item received too late" claim
Looking for a Mod to possibly intervene on this Safe-T Claim Denial.
Based on my experience with the Safe-T Claims process, there is no good reason why my claim should not be granted. The Safe-T Claims team has given no reason for the denial other than "There is no reimbursement due on this order." At the very least, I should receive the cost of the prepaid return label because the customer's claim was false and that fact is easily demonstrated.
Tracking proves that the item arrived on time and the customer's only claim is that the item was "too late" and "took too long".
The item was shipped on time. Amazon quoted a ship date of "by Oct 30" and the item was shipped on Oct 30.
The item arrived to the buyer on time. Amazon quoted a delivery date of "Nov 1 to Nov 3" and the item was delivered Nov 3.
According to tracking: "Your item was delivered to a parcel locker at 3:26 pm on November 3, 2023 in [redacted]."
[link redacted]
I have requested reimbursement for the prepaid label cost and the separately charged outbound shipping charge since neither of these should be refunded since customer's claim is proven false.
Per Amazon's Safe-T Claim policy:
You may be eligible for reimbursement if:
Amazon determines that the customer abused Amazon's return or refund policy.
Is it not an abuse of policy for a buyer to make false claims about the delivery of their order, when tracking provides sufficient proof to support my case?
Safe-T Claim ID 67011-87766-6324152
Thanks in advance.
Safe-T Claim denied even though tracking proves buyer is lying about "Item received too late" claim
Looking for a Mod to possibly intervene on this Safe-T Claim Denial.
Based on my experience with the Safe-T Claims process, there is no good reason why my claim should not be granted. The Safe-T Claims team has given no reason for the denial other than "There is no reimbursement due on this order." At the very least, I should receive the cost of the prepaid return label because the customer's claim was false and that fact is easily demonstrated.
Tracking proves that the item arrived on time and the customer's only claim is that the item was "too late" and "took too long".
The item was shipped on time. Amazon quoted a ship date of "by Oct 30" and the item was shipped on Oct 30.
The item arrived to the buyer on time. Amazon quoted a delivery date of "Nov 1 to Nov 3" and the item was delivered Nov 3.
According to tracking: "Your item was delivered to a parcel locker at 3:26 pm on November 3, 2023 in [redacted]."
[link redacted]
I have requested reimbursement for the prepaid label cost and the separately charged outbound shipping charge since neither of these should be refunded since customer's claim is proven false.
Per Amazon's Safe-T Claim policy:
You may be eligible for reimbursement if:
Amazon determines that the customer abused Amazon's return or refund policy.
Is it not an abuse of policy for a buyer to make false claims about the delivery of their order, when tracking provides sufficient proof to support my case?
Safe-T Claim ID 67011-87766-6324152
Thanks in advance.
9 replies
Tatiana_Amazon
Hi @Seller_upIXHlz6LnywQ.
Tatiana from Amazon here -- I have reviewed your Safe-T claim and the associated order. Per notification from the Safe-T claims team, the order does not qualify for reimbursement. I am not able to share any further information, but as @Seller_OvL8C4BJWiuS9 alluded, I would suggest the the use of Amazon Buy Shipping to help guarantee your orders in cases of delivery delay or claims of late arrival.
Additionally, I would also suggest ensuring that carriers scan packages as soon as they are received. "Label creation" messaging will not count toward a met Ship By Date. Only carrier possession scans (e.g. "arrived at facility") will count toward a met Ship By date. If the Ship By date is not me, this can impact your eligibility for Safe-T claims.
Tatiana
Seller_zMvoxQXM904XA
My problem and outcome were similar to yours- Amazon is wrong and treats sellers poorly!
