We’re repeatedly being denied a SAFE-T claim for an order where we clearly followed the spirit of your policy:

The buyer contacted us requesting a replacement, not a refund.

We dispatched the replacement promptly to resolve the issue quickly.

The customer even contacted Amazon support to stop the refund and ensure we get paid.

He told us directly: “I don’t want you to not get paid for the scooter.”

Despite quoting Amazon’s own reimbursement policy and providing full message history, we continue receiving copy-paste denials. We’re now left out of pocket for both the replacement and the refund—despite doing the right thing and prioritising customer satisfaction.

I’m not writing over £80—no one’s life ends over that—but this is someone’s livelihood. All I ask is that a human being reads the case and gives it a fair look.

Details: SAFE-T claim 22263-74730-3668267 for order 202-8131983-0141151 and SAFE-T claim 25711-70549-9104765 for order 205-5292984-1627532

@Julia_Amzn

@Sarah_Amzn