Frustrating Safe-T Claim appeal
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
Frustrating Safe-T Claim appeal
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
1 reply
Sakura_Amazon_
Hello @Seller_vxJkflH4omEKG,
This is Sakura from Amazon. Welcome to the Seller Forums.
I checked the orders that you shared and see that the Safe-T team provided the following response about rejecting the claim:
"The buyer did not create a return via the Online Return Center for this order.
Per our policy, only free replacement requests that are created by the customer via the Online Return Center are eligible for a SAFE-T claim. If the replacement was arranged via buyer-seller messaging or phone, you are not eligible for reimbursement."
Please review this help page where you can find the scenarios when you are eligible and not eligible for Safe-T claims.
Reimbursement policy for seller-fulfilled orders with Amazon prepaid return labels
Regards,
Sakura
