Ask Amazon: Managing Returns – SAFE-T Claims
Hello Sellers,
Welcome to our Managing Returns – SAFE-T Claims Ask Amazon Event with the Amazon SAFE-T team, focused on your questions about SAFE-T claims.
This topic will be open until, September 12, 9 AM BST. We encourage you to use this thread to ask questions related to SAFE-T claims. We will be closely watching this thread throughout the day, discuss the questions with our relevant team and provide answers.
Some queries may be more complex, and in those cases, we will submit the response by Friday, September 13, at 5 p.m.
You can post any question you have regarding this topic here. However, we kindly request that you formulate only one question per post.
If one of your questions has already been asked by someone else, please give it a thumbs up, and we will ensure that the questions with the most thumbs up are prioritized.
Please note: This event is intended for general questions and we cannot provide advice or feedback on individual claims.
50 replies
Seller_qaeFM8emsINcu
It will be interesting to know why a SAFE-T claim can't be raised against an "Invoice by Amazon" (IBA) order where the "business customer" has received a CSBA refund despite the goods being delivered by DPD using Amazon Buy Shipping. Get an error message on the SAFE-T claim screen saying "seller needs to be debited before a claim can be raised"
Opened case ID 9968760592 on 9th July and keep being told the "responsible/relevant/internal dedicated department/team" are investigating.
Seller_ZQyopdiwkUHOZ
My questions:
Why does the amount awarded from a Safe-T claim not even cover the outbound postage, never mind the price of the item?
How does Amazon justify violating seller's statutory rights regarding returned goods?
When someone returns a fake or destroyed item, and as such has failed to be inline with Amazon's returns policy, why aren't we refunded the returns label cost? If I sold someone a t-shirt and they return an empty bag, then DIDN'T return the t-shirt, so I shouldn't be responsible for the return label cost. It doesn't matter that they item they bought was fashion category because they didn't return it.
Seller_H04Prg9Nc0Td4
Amazon has developed a very nice tactic, very deceptive, if a team like A to Z claim is involved, SAFE-T work is impossible, even if you solve your problem immediately, if it says A to Z, Safe-T will never work, product loss, comic figures offered to you, costs, unfortunately a Tricky SAFE-T claim and A to Z work that is not fair in any way.
There should be more realistic steps, more distracting tactics that do not go beyond advertising, there is no seller protection in any way, all these publications or announcements you make are a system based on spending time, who are you playing games with?
Seller_hk02yt1EBBFen
can you claim under SAFE-T Claims where customer has sent a fraudulent return, replaced new product with old and sent back for refund? thank you
Seller_sJUyozDeS1DKy
hi we need more help when buyer open a to z case even when item is deliver we should be cover for fraud when we buying the labels on amazon please protect your seller as you do with buyer no other platform does this they listen to both side when here we do not get a chance to say anything automatically buyer get refund when it clearly say on order item deliver to the house.
Seller_OC4AKQTpHwKwL
Why is it so difficult to deal with Safe Ts?
We send an image of the returned item & an image of the packaging, this is all we can do. We are then asked for further information, there is NO further information to give!
We often get a complete random item returned.
We sell books & maps & usually these are returned damaged & are not resalable. People do not wrap the items very well If an item is returned damaged, Amazon isn't interested.
All that is needed is to go back to the old system, items are returned, sellers deal with the refunds. This would make persistent returners more accountable.
Seller_Nprc5XWvdLYk9
one bug in the safe-t program,
a seller can only open one safe-t claim per order number
but a customer (who purchases multiple items on the same order number) can make multiple returns.
it should be one claim per returns authorisation (RMA) number.
otherwise customer buys 2 phones, returns 1 straight away (swap-eroo)
and then returns the 2nd phone 3 weeks later (another swap-eroo)
seller would not be able to open a safe-t claim for the 2nd phone return.
Seller_3k8TDkmfIcQlM
customer returns an old used damaged item, cannot open a safe-t claim for return postage until customer has ben refunded? Refund customer at lowest possible amount for incorrectly returned item. Still cannot open safe-t claim for return postage as apparently "This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement." How do we then get our return postage back for a fraudulent return?
Seller_Fg2fqaWOnEtha
Recently I had a customer who bought a teapot with cups, she returned it as not suitable and she actually said that she bought several to choose one and returned all the ones she didn't like. The main problem is that she put teapot and cups loose in a large box with no protection and they arrived here totally smashed. I claim a safe-t and got some money back, not even a third of my expenses. My question is if Amazon have any process in place to stop customers from abusing the system, us sellers have tons of metrics but what about customers? In this case the customer did not even try to pack the teapot properly, aren't customer expected to do that?
Seller_eOGlVY3Xll352
Here you go..... Be interesting to see if I get an actual reply of the normal templated rubbish that we normally get!!!!!
WHY WAS THIS DENIED?
I am at a loss as to how I am supposed to proceed further with this.
I opened a Safe-T claim after I received a return that was wrong in so many way. The person had ordered various roomline joints from ourselves (for use with skirting boards) 4 x 100mm Internal, 4 x 100m external and 4 Inline joints. (12 joints in total) What they returned to us was 2 single internal corners - 150mm) We hadn't even supplied them! To reinforce things further they returned them in our competitors packaging!
I am just getting the usual robotic answers off the Safe-T claim department and it just needs a human eye on this.
This is the last message from them: We have denied your reimbursement request for order 205-2095181-9588333. We understand that you may not agree, however, we stand by our decision and unfortunately won't be able to reply to further communications about this issue.
Why is this happening? The reason behind this decision is that the information that you provided was not sufficient. We requested additional information but did not receive the requested details.
The detail asked was: -- Photographic evidence of the difference between the returned and the shipped items. Please note that images of packaging will not suffice.
I therefore went into my warehouse prepared a copy of what we sent to the customer and even put labels underneath saying "THIS IS WHAT WE SENT TO THE CUSTOMER" and then a photograph of what the customer returned with a label saying "THIS IS WHAT THE CUSTOMER RETURNED. How much clearer can I make this!
It is like dealing with toddlers. I am about £35 pounds out of pockets and this sort of rubbish is happening daily.
I will never understand how we can accrue so much positive feedback on eBay selling the same items, using the same couriers . We seriously have had 3 negatives over a 20+ year period! I can that many in a week with Amazon!
I think the answer lies in accepting the bots can only work as well as they are programmed and occasionally you need to actually put a human eye or a human ear to use.
Speaking to Amazon customer services I cringe when they let you describe the issue and then say (i assume off script) "Yes ok I understand" this to me is code for " I haven't got a bloody clue what you are going on about and even if I wanted to help you I couldn't because this is down to XYZ specialist department!"
I fully appreciate there will be a small section of sellers that will say "if you don't like it you're free to leave" but sometimes it's just nice to have your little rant and get this crap off your chest. The likelihood of this getting resolved is pretty much zero but I just wonder in the real world how Amazon expects you to respond to their requests. They have pretty much asked me for a photo of what they didn't send back!
I will probably get a message back saying they much have sent them back for you to have provided us with a photo of them :-)
Ask Amazon: Managing Returns – SAFE-T Claims
Hello Sellers,
Welcome to our Managing Returns – SAFE-T Claims Ask Amazon Event with the Amazon SAFE-T team, focused on your questions about SAFE-T claims.
This topic will be open until, September 12, 9 AM BST. We encourage you to use this thread to ask questions related to SAFE-T claims. We will be closely watching this thread throughout the day, discuss the questions with our relevant team and provide answers.
Some queries may be more complex, and in those cases, we will submit the response by Friday, September 13, at 5 p.m.
You can post any question you have regarding this topic here. However, we kindly request that you formulate only one question per post.
If one of your questions has already been asked by someone else, please give it a thumbs up, and we will ensure that the questions with the most thumbs up are prioritized.
Please note: This event is intended for general questions and we cannot provide advice or feedback on individual claims.
Ask Amazon: Managing Returns – SAFE-T Claims
Hello Sellers,
Welcome to our Managing Returns – SAFE-T Claims Ask Amazon Event with the Amazon SAFE-T team, focused on your questions about SAFE-T claims.
This topic will be open until, September 12, 9 AM BST. We encourage you to use this thread to ask questions related to SAFE-T claims. We will be closely watching this thread throughout the day, discuss the questions with our relevant team and provide answers.
Some queries may be more complex, and in those cases, we will submit the response by Friday, September 13, at 5 p.m.
You can post any question you have regarding this topic here. However, we kindly request that you formulate only one question per post.
If one of your questions has already been asked by someone else, please give it a thumbs up, and we will ensure that the questions with the most thumbs up are prioritized.
Please note: This event is intended for general questions and we cannot provide advice or feedback on individual claims.
50 replies
50 replies
Seller_qaeFM8emsINcu
It will be interesting to know why a SAFE-T claim can't be raised against an "Invoice by Amazon" (IBA) order where the "business customer" has received a CSBA refund despite the goods being delivered by DPD using Amazon Buy Shipping. Get an error message on the SAFE-T claim screen saying "seller needs to be debited before a claim can be raised"
Opened case ID 9968760592 on 9th July and keep being told the "responsible/relevant/internal dedicated department/team" are investigating.
Seller_ZQyopdiwkUHOZ
My questions:
Why does the amount awarded from a Safe-T claim not even cover the outbound postage, never mind the price of the item?
How does Amazon justify violating seller's statutory rights regarding returned goods?
When someone returns a fake or destroyed item, and as such has failed to be inline with Amazon's returns policy, why aren't we refunded the returns label cost? If I sold someone a t-shirt and they return an empty bag, then DIDN'T return the t-shirt, so I shouldn't be responsible for the return label cost. It doesn't matter that they item they bought was fashion category because they didn't return it.
Seller_H04Prg9Nc0Td4
Amazon has developed a very nice tactic, very deceptive, if a team like A to Z claim is involved, SAFE-T work is impossible, even if you solve your problem immediately, if it says A to Z, Safe-T will never work, product loss, comic figures offered to you, costs, unfortunately a Tricky SAFE-T claim and A to Z work that is not fair in any way.
There should be more realistic steps, more distracting tactics that do not go beyond advertising, there is no seller protection in any way, all these publications or announcements you make are a system based on spending time, who are you playing games with?
Seller_hk02yt1EBBFen
can you claim under SAFE-T Claims where customer has sent a fraudulent return, replaced new product with old and sent back for refund? thank you
Seller_sJUyozDeS1DKy
hi we need more help when buyer open a to z case even when item is deliver we should be cover for fraud when we buying the labels on amazon please protect your seller as you do with buyer no other platform does this they listen to both side when here we do not get a chance to say anything automatically buyer get refund when it clearly say on order item deliver to the house.
Seller_OC4AKQTpHwKwL
Why is it so difficult to deal with Safe Ts?
We send an image of the returned item & an image of the packaging, this is all we can do. We are then asked for further information, there is NO further information to give!
We often get a complete random item returned.
We sell books & maps & usually these are returned damaged & are not resalable. People do not wrap the items very well If an item is returned damaged, Amazon isn't interested.
All that is needed is to go back to the old system, items are returned, sellers deal with the refunds. This would make persistent returners more accountable.
Seller_Nprc5XWvdLYk9
one bug in the safe-t program,
a seller can only open one safe-t claim per order number
but a customer (who purchases multiple items on the same order number) can make multiple returns.
it should be one claim per returns authorisation (RMA) number.
otherwise customer buys 2 phones, returns 1 straight away (swap-eroo)
and then returns the 2nd phone 3 weeks later (another swap-eroo)
seller would not be able to open a safe-t claim for the 2nd phone return.
Seller_3k8TDkmfIcQlM
customer returns an old used damaged item, cannot open a safe-t claim for return postage until customer has ben refunded? Refund customer at lowest possible amount for incorrectly returned item. Still cannot open safe-t claim for return postage as apparently "This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement." How do we then get our return postage back for a fraudulent return?
Seller_Fg2fqaWOnEtha
Recently I had a customer who bought a teapot with cups, she returned it as not suitable and she actually said that she bought several to choose one and returned all the ones she didn't like. The main problem is that she put teapot and cups loose in a large box with no protection and they arrived here totally smashed. I claim a safe-t and got some money back, not even a third of my expenses. My question is if Amazon have any process in place to stop customers from abusing the system, us sellers have tons of metrics but what about customers? In this case the customer did not even try to pack the teapot properly, aren't customer expected to do that?
Seller_eOGlVY3Xll352
Here you go..... Be interesting to see if I get an actual reply of the normal templated rubbish that we normally get!!!!!
WHY WAS THIS DENIED?
I am at a loss as to how I am supposed to proceed further with this.
I opened a Safe-T claim after I received a return that was wrong in so many way. The person had ordered various roomline joints from ourselves (for use with skirting boards) 4 x 100mm Internal, 4 x 100m external and 4 Inline joints. (12 joints in total) What they returned to us was 2 single internal corners - 150mm) We hadn't even supplied them! To reinforce things further they returned them in our competitors packaging!
I am just getting the usual robotic answers off the Safe-T claim department and it just needs a human eye on this.
This is the last message from them: We have denied your reimbursement request for order 205-2095181-9588333. We understand that you may not agree, however, we stand by our decision and unfortunately won't be able to reply to further communications about this issue.
Why is this happening? The reason behind this decision is that the information that you provided was not sufficient. We requested additional information but did not receive the requested details.
The detail asked was: -- Photographic evidence of the difference between the returned and the shipped items. Please note that images of packaging will not suffice.
I therefore went into my warehouse prepared a copy of what we sent to the customer and even put labels underneath saying "THIS IS WHAT WE SENT TO THE CUSTOMER" and then a photograph of what the customer returned with a label saying "THIS IS WHAT THE CUSTOMER RETURNED. How much clearer can I make this!
It is like dealing with toddlers. I am about £35 pounds out of pockets and this sort of rubbish is happening daily.
I will never understand how we can accrue so much positive feedback on eBay selling the same items, using the same couriers . We seriously have had 3 negatives over a 20+ year period! I can that many in a week with Amazon!
I think the answer lies in accepting the bots can only work as well as they are programmed and occasionally you need to actually put a human eye or a human ear to use.
Speaking to Amazon customer services I cringe when they let you describe the issue and then say (i assume off script) "Yes ok I understand" this to me is code for " I haven't got a bloody clue what you are going on about and even if I wanted to help you I couldn't because this is down to XYZ specialist department!"
I fully appreciate there will be a small section of sellers that will say "if you don't like it you're free to leave" but sometimes it's just nice to have your little rant and get this crap off your chest. The likelihood of this getting resolved is pretty much zero but I just wonder in the real world how Amazon expects you to respond to their requests. They have pretty much asked me for a photo of what they didn't send back!
I will probably get a message back saying they much have sent them back for you to have provided us with a photo of them :-)
Seller_qaeFM8emsINcu
It will be interesting to know why a SAFE-T claim can't be raised against an "Invoice by Amazon" (IBA) order where the "business customer" has received a CSBA refund despite the goods being delivered by DPD using Amazon Buy Shipping. Get an error message on the SAFE-T claim screen saying "seller needs to be debited before a claim can be raised"
Opened case ID 9968760592 on 9th July and keep being told the "responsible/relevant/internal dedicated department/team" are investigating.
Seller_qaeFM8emsINcu
It will be interesting to know why a SAFE-T claim can't be raised against an "Invoice by Amazon" (IBA) order where the "business customer" has received a CSBA refund despite the goods being delivered by DPD using Amazon Buy Shipping. Get an error message on the SAFE-T claim screen saying "seller needs to be debited before a claim can be raised"
Opened case ID 9968760592 on 9th July and keep being told the "responsible/relevant/internal dedicated department/team" are investigating.
Seller_ZQyopdiwkUHOZ
My questions:
Why does the amount awarded from a Safe-T claim not even cover the outbound postage, never mind the price of the item?
How does Amazon justify violating seller's statutory rights regarding returned goods?
When someone returns a fake or destroyed item, and as such has failed to be inline with Amazon's returns policy, why aren't we refunded the returns label cost? If I sold someone a t-shirt and they return an empty bag, then DIDN'T return the t-shirt, so I shouldn't be responsible for the return label cost. It doesn't matter that they item they bought was fashion category because they didn't return it.
Seller_ZQyopdiwkUHOZ
My questions:
Why does the amount awarded from a Safe-T claim not even cover the outbound postage, never mind the price of the item?
How does Amazon justify violating seller's statutory rights regarding returned goods?
When someone returns a fake or destroyed item, and as such has failed to be inline with Amazon's returns policy, why aren't we refunded the returns label cost? If I sold someone a t-shirt and they return an empty bag, then DIDN'T return the t-shirt, so I shouldn't be responsible for the return label cost. It doesn't matter that they item they bought was fashion category because they didn't return it.
Seller_H04Prg9Nc0Td4
Amazon has developed a very nice tactic, very deceptive, if a team like A to Z claim is involved, SAFE-T work is impossible, even if you solve your problem immediately, if it says A to Z, Safe-T will never work, product loss, comic figures offered to you, costs, unfortunately a Tricky SAFE-T claim and A to Z work that is not fair in any way.
There should be more realistic steps, more distracting tactics that do not go beyond advertising, there is no seller protection in any way, all these publications or announcements you make are a system based on spending time, who are you playing games with?
Seller_H04Prg9Nc0Td4
Amazon has developed a very nice tactic, very deceptive, if a team like A to Z claim is involved, SAFE-T work is impossible, even if you solve your problem immediately, if it says A to Z, Safe-T will never work, product loss, comic figures offered to you, costs, unfortunately a Tricky SAFE-T claim and A to Z work that is not fair in any way.
There should be more realistic steps, more distracting tactics that do not go beyond advertising, there is no seller protection in any way, all these publications or announcements you make are a system based on spending time, who are you playing games with?
Seller_hk02yt1EBBFen
can you claim under SAFE-T Claims where customer has sent a fraudulent return, replaced new product with old and sent back for refund? thank you
Seller_hk02yt1EBBFen
can you claim under SAFE-T Claims where customer has sent a fraudulent return, replaced new product with old and sent back for refund? thank you
Seller_sJUyozDeS1DKy
hi we need more help when buyer open a to z case even when item is deliver we should be cover for fraud when we buying the labels on amazon please protect your seller as you do with buyer no other platform does this they listen to both side when here we do not get a chance to say anything automatically buyer get refund when it clearly say on order item deliver to the house.
Seller_sJUyozDeS1DKy
hi we need more help when buyer open a to z case even when item is deliver we should be cover for fraud when we buying the labels on amazon please protect your seller as you do with buyer no other platform does this they listen to both side when here we do not get a chance to say anything automatically buyer get refund when it clearly say on order item deliver to the house.
Seller_OC4AKQTpHwKwL
Why is it so difficult to deal with Safe Ts?
We send an image of the returned item & an image of the packaging, this is all we can do. We are then asked for further information, there is NO further information to give!
We often get a complete random item returned.
We sell books & maps & usually these are returned damaged & are not resalable. People do not wrap the items very well If an item is returned damaged, Amazon isn't interested.
All that is needed is to go back to the old system, items are returned, sellers deal with the refunds. This would make persistent returners more accountable.
Seller_OC4AKQTpHwKwL
Why is it so difficult to deal with Safe Ts?
We send an image of the returned item & an image of the packaging, this is all we can do. We are then asked for further information, there is NO further information to give!
We often get a complete random item returned.
We sell books & maps & usually these are returned damaged & are not resalable. People do not wrap the items very well If an item is returned damaged, Amazon isn't interested.
All that is needed is to go back to the old system, items are returned, sellers deal with the refunds. This would make persistent returners more accountable.
Seller_Nprc5XWvdLYk9
one bug in the safe-t program,
a seller can only open one safe-t claim per order number
but a customer (who purchases multiple items on the same order number) can make multiple returns.
it should be one claim per returns authorisation (RMA) number.
otherwise customer buys 2 phones, returns 1 straight away (swap-eroo)
and then returns the 2nd phone 3 weeks later (another swap-eroo)
seller would not be able to open a safe-t claim for the 2nd phone return.
Seller_Nprc5XWvdLYk9
one bug in the safe-t program,
a seller can only open one safe-t claim per order number
but a customer (who purchases multiple items on the same order number) can make multiple returns.
it should be one claim per returns authorisation (RMA) number.
otherwise customer buys 2 phones, returns 1 straight away (swap-eroo)
and then returns the 2nd phone 3 weeks later (another swap-eroo)
seller would not be able to open a safe-t claim for the 2nd phone return.
Seller_3k8TDkmfIcQlM
customer returns an old used damaged item, cannot open a safe-t claim for return postage until customer has ben refunded? Refund customer at lowest possible amount for incorrectly returned item. Still cannot open safe-t claim for return postage as apparently "This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement." How do we then get our return postage back for a fraudulent return?
Seller_3k8TDkmfIcQlM
customer returns an old used damaged item, cannot open a safe-t claim for return postage until customer has ben refunded? Refund customer at lowest possible amount for incorrectly returned item. Still cannot open safe-t claim for return postage as apparently "This order is not eligible for a SAFE-T claim because you have issued a refund to the customer. Only refunds issued to customers by Amazon, on behalf of sellers, are eligible for reimbursement." How do we then get our return postage back for a fraudulent return?
Seller_Fg2fqaWOnEtha
Recently I had a customer who bought a teapot with cups, she returned it as not suitable and she actually said that she bought several to choose one and returned all the ones she didn't like. The main problem is that she put teapot and cups loose in a large box with no protection and they arrived here totally smashed. I claim a safe-t and got some money back, not even a third of my expenses. My question is if Amazon have any process in place to stop customers from abusing the system, us sellers have tons of metrics but what about customers? In this case the customer did not even try to pack the teapot properly, aren't customer expected to do that?
Seller_Fg2fqaWOnEtha
Recently I had a customer who bought a teapot with cups, she returned it as not suitable and she actually said that she bought several to choose one and returned all the ones she didn't like. The main problem is that she put teapot and cups loose in a large box with no protection and they arrived here totally smashed. I claim a safe-t and got some money back, not even a third of my expenses. My question is if Amazon have any process in place to stop customers from abusing the system, us sellers have tons of metrics but what about customers? In this case the customer did not even try to pack the teapot properly, aren't customer expected to do that?
Seller_eOGlVY3Xll352
Here you go..... Be interesting to see if I get an actual reply of the normal templated rubbish that we normally get!!!!!
WHY WAS THIS DENIED?
I am at a loss as to how I am supposed to proceed further with this.
I opened a Safe-T claim after I received a return that was wrong in so many way. The person had ordered various roomline joints from ourselves (for use with skirting boards) 4 x 100mm Internal, 4 x 100m external and 4 Inline joints. (12 joints in total) What they returned to us was 2 single internal corners - 150mm) We hadn't even supplied them! To reinforce things further they returned them in our competitors packaging!
I am just getting the usual robotic answers off the Safe-T claim department and it just needs a human eye on this.
This is the last message from them: We have denied your reimbursement request for order 205-2095181-9588333. We understand that you may not agree, however, we stand by our decision and unfortunately won't be able to reply to further communications about this issue.
Why is this happening? The reason behind this decision is that the information that you provided was not sufficient. We requested additional information but did not receive the requested details.
The detail asked was: -- Photographic evidence of the difference between the returned and the shipped items. Please note that images of packaging will not suffice.
I therefore went into my warehouse prepared a copy of what we sent to the customer and even put labels underneath saying "THIS IS WHAT WE SENT TO THE CUSTOMER" and then a photograph of what the customer returned with a label saying "THIS IS WHAT THE CUSTOMER RETURNED. How much clearer can I make this!
It is like dealing with toddlers. I am about £35 pounds out of pockets and this sort of rubbish is happening daily.
I will never understand how we can accrue so much positive feedback on eBay selling the same items, using the same couriers . We seriously have had 3 negatives over a 20+ year period! I can that many in a week with Amazon!
I think the answer lies in accepting the bots can only work as well as they are programmed and occasionally you need to actually put a human eye or a human ear to use.
Speaking to Amazon customer services I cringe when they let you describe the issue and then say (i assume off script) "Yes ok I understand" this to me is code for " I haven't got a bloody clue what you are going on about and even if I wanted to help you I couldn't because this is down to XYZ specialist department!"
I fully appreciate there will be a small section of sellers that will say "if you don't like it you're free to leave" but sometimes it's just nice to have your little rant and get this crap off your chest. The likelihood of this getting resolved is pretty much zero but I just wonder in the real world how Amazon expects you to respond to their requests. They have pretty much asked me for a photo of what they didn't send back!
I will probably get a message back saying they much have sent them back for you to have provided us with a photo of them :-)
Seller_eOGlVY3Xll352
Here you go..... Be interesting to see if I get an actual reply of the normal templated rubbish that we normally get!!!!!
WHY WAS THIS DENIED?
I am at a loss as to how I am supposed to proceed further with this.
I opened a Safe-T claim after I received a return that was wrong in so many way. The person had ordered various roomline joints from ourselves (for use with skirting boards) 4 x 100mm Internal, 4 x 100m external and 4 Inline joints. (12 joints in total) What they returned to us was 2 single internal corners - 150mm) We hadn't even supplied them! To reinforce things further they returned them in our competitors packaging!
I am just getting the usual robotic answers off the Safe-T claim department and it just needs a human eye on this.
This is the last message from them: We have denied your reimbursement request for order 205-2095181-9588333. We understand that you may not agree, however, we stand by our decision and unfortunately won't be able to reply to further communications about this issue.
Why is this happening? The reason behind this decision is that the information that you provided was not sufficient. We requested additional information but did not receive the requested details.
The detail asked was: -- Photographic evidence of the difference between the returned and the shipped items. Please note that images of packaging will not suffice.
I therefore went into my warehouse prepared a copy of what we sent to the customer and even put labels underneath saying "THIS IS WHAT WE SENT TO THE CUSTOMER" and then a photograph of what the customer returned with a label saying "THIS IS WHAT THE CUSTOMER RETURNED. How much clearer can I make this!
It is like dealing with toddlers. I am about £35 pounds out of pockets and this sort of rubbish is happening daily.
I will never understand how we can accrue so much positive feedback on eBay selling the same items, using the same couriers . We seriously have had 3 negatives over a 20+ year period! I can that many in a week with Amazon!
I think the answer lies in accepting the bots can only work as well as they are programmed and occasionally you need to actually put a human eye or a human ear to use.
Speaking to Amazon customer services I cringe when they let you describe the issue and then say (i assume off script) "Yes ok I understand" this to me is code for " I haven't got a bloody clue what you are going on about and even if I wanted to help you I couldn't because this is down to XYZ specialist department!"
I fully appreciate there will be a small section of sellers that will say "if you don't like it you're free to leave" but sometimes it's just nice to have your little rant and get this crap off your chest. The likelihood of this getting resolved is pretty much zero but I just wonder in the real world how Amazon expects you to respond to their requests. They have pretty much asked me for a photo of what they didn't send back!
I will probably get a message back saying they much have sent them back for you to have provided us with a photo of them :-)
