Safe-T Claim nightmare - denied claim
Hi everyone, hopefully someone can help with my issue below!
We sent out a television worth £360 through Seller Fulfilled Prime, a little while later we received a unwanted return request stating that they didn't realise that the TV didn't have a DVD player. All auto authorised no issues at all until we receive the goods.
The TV has come back heavily used and with the box missing! Not to worry we can still reduce the refund by 50% and sent the customer a polite email explaining this. A few days later I get a notification stating that they have refunded the customer the rest of the money! I take a deep breath and try to stay positive thinking that I can at least file a Safe-T claim.
File the claim and surprise surprise is was denied, stating: An invoice or warranty document that lists the serial ID of the item that was sold
We initially assumed that they just wanted a purchase order invoice so we sent that through and it was denied stating:
The reason behind this decision is that we did not have sufficient information to complete the review of your SAFE-T claim. We requested additional details on 04/03/2024, but did not receive the requested information.
So I then waste more time contacting our suppliers and got them to send us an invoice that included the Serial ID number, sent this to the claim and once again denied for the same reason.
The reason behind this decision is that we did not have sufficient information to complete the review of your SAFE-T claim. We requested additional details on 04/03/2024, but did not receive the requested information.
I send the invoice again with a photo of the TV showing the matching number with a message stating:
I have attached an invoice with the serial ID and I have attached a photo of the television showing the serial ID. If this is not enough then can you please send me an actual message explaining what you are unhappy with. This is a high value item and we are a small business, this is extremely stressful being treated like this.
My last reply has been:
We have reviewed the information you provided and have denied your reimbursement request for order 204-4959764-5525927. We understand that you may not agree, however, we stand by our decision and unfortunately will not be able to reply to further communications about this issue.
If anyone can advise on if there's anything we can we can do to take this further that would be great. Amazon is not a small part of our company (turned over £300k last year) however I can't absorb these losses and will have to seriously consider removing listings if we are not protected.
Safe-T Claim nightmare - denied claim
Hi everyone, hopefully someone can help with my issue below!
We sent out a television worth £360 through Seller Fulfilled Prime, a little while later we received a unwanted return request stating that they didn't realise that the TV didn't have a DVD player. All auto authorised no issues at all until we receive the goods.
The TV has come back heavily used and with the box missing! Not to worry we can still reduce the refund by 50% and sent the customer a polite email explaining this. A few days later I get a notification stating that they have refunded the customer the rest of the money! I take a deep breath and try to stay positive thinking that I can at least file a Safe-T claim.
File the claim and surprise surprise is was denied, stating: An invoice or warranty document that lists the serial ID of the item that was sold
We initially assumed that they just wanted a purchase order invoice so we sent that through and it was denied stating:
The reason behind this decision is that we did not have sufficient information to complete the review of your SAFE-T claim. We requested additional details on 04/03/2024, but did not receive the requested information.
So I then waste more time contacting our suppliers and got them to send us an invoice that included the Serial ID number, sent this to the claim and once again denied for the same reason.
The reason behind this decision is that we did not have sufficient information to complete the review of your SAFE-T claim. We requested additional details on 04/03/2024, but did not receive the requested information.
I send the invoice again with a photo of the TV showing the matching number with a message stating:
I have attached an invoice with the serial ID and I have attached a photo of the television showing the serial ID. If this is not enough then can you please send me an actual message explaining what you are unhappy with. This is a high value item and we are a small business, this is extremely stressful being treated like this.
My last reply has been:
We have reviewed the information you provided and have denied your reimbursement request for order 204-4959764-5525927. We understand that you may not agree, however, we stand by our decision and unfortunately will not be able to reply to further communications about this issue.
If anyone can advise on if there's anything we can we can do to take this further that would be great. Amazon is not a small part of our company (turned over £300k last year) however I can't absorb these losses and will have to seriously consider removing listings if we are not protected.
0 replies
Seller_r5tdKTfyTtgvl
I've been fighting a few lately and it seems to be very hit and miss as to whether or not they'll actually apply policies correctly.
If you push back you just get an irrelevant stock response and a note stating they'll ignore future messages.
I had one this morning - customer returned an item wihtout having even opened the original sealed postage envelope stating the item was defective.
Clearly they'd changed their mind and then used an incorrect return reason.
I sent pictures of the item still sealed and unopened on the safe-T claim, but was told that the item was eligible for free returns and the refund was upheld.
I replied asking why a tool had been considered eligible for free returns and just got the 'we stand by our decision - get lost' response.
Seller_IQo80d99W2DzP
I think they were wanting an invoice from you to the Buyer, showing Buyers Name, Address, Order Number Item as Listed, Price as paid and the serial number of the item. Dated as order date.
NOT an invoice to prove your purchasing the item.
I've learnt just give them a copy invoice with those details on your Invoice headed paper and they seem happy.
Unsure why they need that though if the serial number matched, they ask generally when it does not match, as has happened a few times as we log all serial number of items sent.
As last try gone by, maybe too late this time, but worth doing anyway.
If the item is well used and not as new, I am guessing they are thinking the Buyer may have returned a different item, and if not matching the item serial number, they pay you out in full.
As only a part amount though, I would have thought not needed as the serial number matched. Still, give them a copy of the invoice and now maybe a MD email if they do not pay.
I also note the 50% refund link has gone, and often now only 20% to 25% paid by Amazon, even when an item has been damaged by the Buyer.
Seller_hk02yt1EBBFen
if understood correctly the product returned is NOT the same shipped and serial numbers do not match? Sadly this has happened to us and response from azmon and seller support is exceptionally poor, however in similar case, we Refused refund to customer and provided proof as old product was swapped with new and put in the new box for return.
As advised to file a case with CMA in future so AMAZON can be investigated for poor policies and unfair decisions. The primary agency responsible for overseeing consumer protection and enforcing consumer rights in the UK is the Competition and Markets Authority (CMA). File a Complaint with the CMA: If you believe that the fraud violates consumer protection laws or regulations, you can file a complaint with the Competition and Markets Authority (CMA). The CMA investigates various forms of consumer fraud and can take enforcement action against businesses or individuals engaged in deceptive practices.
