BUYER SENT BACK WRONG ITEMS AND SAFE T CLAIM DENIED
On Order 114-9343705-484180 - Buyer sent back 2 cosmetic items that were different from what were ordered - not anything we sell - open and used to boot. Safe T Claim was denied twice. First time with reason "The refund was issued for the order in accordance the return preferences on your account. For more information how to set your return preferences, visit "Set your return preferences" We resubmitted pictures and quoted Amazon policy but were denied a second time with reason "The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program."
How do we fight this?
BUYER SENT BACK WRONG ITEMS AND SAFE T CLAIM DENIED
On Order 114-9343705-484180 - Buyer sent back 2 cosmetic items that were different from what were ordered - not anything we sell - open and used to boot. Safe T Claim was denied twice. First time with reason "The refund was issued for the order in accordance the return preferences on your account. For more information how to set your return preferences, visit "Set your return preferences" We resubmitted pictures and quoted Amazon policy but were denied a second time with reason "The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program."
How do we fight this?
22 replies
Seller_NzEmZKTEdcpPZ
Reply to them with something like this:
"We disagree with your decision and the statement that "The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program."
According to Reimbursement policy for prepaid return labels in the seller-fulfilled network, published at https://sellercentral.amazon.com/help/hub/reference/G202175000, it specifically says that we "may be eligible for the reimbursement if "A materially different item is returned to you and Amazon determines you were not at fault.
Customer returned a materially different item, as we reported in this claim.
Please review this and reimburse us in full for $xx.xx, as per your own policy."
If you get another denial, begin tagging Amazon Community Managers in this post so they can help you. This is a classic SAFE-T tactic: to deny you at first, hoping that you will go away and forget it. Keep on fighting. You are eligible for the reimbursement. Good luck!
Seller_WtOwWhtSrFjva
Did you refund or Amazon. Do you use Amazon shipping.
Seller_RClwXXLQjUdPk
We just went through a very similar situation. You need to provide a copy of the invoice for the items shipped. Photos of the product shipped. Photos of the items returned and pictures of the packaging showing the return label.
When this fails, you simply have to continually appeal it until they refund you. Continue to cite 100% restock fee eligibility for materially different item returned.
It took us 9 appeals before they granted the claim. Best of luck to you!
Seller_yYmMTCwJZOpvV
we had a buyer switching out a vcr this Monday different serial number. We did 50 percent refund and stated the wrong serial number and showed both serial numbers buyer never replied did a a-z claim we lost we appealed we lost again. Rep told me no matter if they steal from you switching items out or destroy it do not do partials.... pretty much just accept it you have no choice or you can sell somewhere else his words.
Seller_uFy9zu0MEEOwV
Hello @Seller_FAf2BjEFGtrGAIn our experience, we would always get these safe-t claims approved and saw them pretty often. Being in the fine jewelry world, it is more common than we would hope that customers try to pass off a fake piece to get the more expensive one for free - so this is a common issue for us
We often won these claims as long as we included images of
1. the label on the return package with the item returned, and
2. a photo of what was received next to an image of what should have been received with the customers return paperwork clearly visible.
and we included text like the following
"A refund was issued by Amazon for this return, but we did not receive our " item here ". An incorrect item was returned. We received a " item type here " that are not our item. Please see attached photo of incorrect item we received and return label used with tracking number "Tracking here". We are asking to be reimbursed for the refund that has been issued for incorrect return, we did not receive our item back."
If you are including all of this and still being denied, the following info might help.
A few months ago, we noticed these claims were being denied now almost universally for us, as well as empty package returned claims.
We eventually found that Amazon seemed to want us to be more proactive in these situations. We started issuing 100% restocking fee for 'items returned are materially different' or 'received an empty package back'.These restocking fees have to be filed within 48 hours of receiving a return back to be successful, according to Amazon.
We believe the reason for this change is that Amazon has been losing money on these types of returns. When we wait for Amazon to refund the order, and then file a safe-t claim, Amazon is still refunding the customer.- thus losing out on the refund costs. This can sometimes be in the thousands of dollars with the pieces we sell!
With a restocking fee, no refund gets issued to the customer and Amazon can use the information we provide through photo evidence to deny the customer when they complain down the line.
After filing the restocking fee, if a customer still ends up being refunded Amazon will then approve our safe-t claims.
Hope this helps!
Seller_l9X1wGdVNL8wu
Happens to us all the time.... They send back something that we don't even sell and amazon refunds
Tatiana_Amazon
Hi @Seller_FAf2BjEFGtrGA,
Tatiana from Amazon here. I would like to take a closer look at this order and the associated Safe-T claim, but it looks like a number might have been cut off from the order ID posted. Would you mind providing that order ID again so we are able to locate it on our end?
Tatiana
