$2575 order lost in the mail, Safe-T claim DENIED even though the order page states "CLAIMS PROTECTED"
I opened the safe-t claim stating that I'm covered by AMAZON BUY SHIP PROTECTION. All needed is 3 things, buy your shipping label through amazon, ship on time and the order was refunded by customer service if the item is lost in the mail. The page is here https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397 . All 3 of the criteria I met.
Claim was denied by the SAFE-T team for the reason "customer didn't take delivery of the order".
I'm perplexed how they could deny me after I quote policy and even included a screen shot of it in my claim. It's a very simple case of an item getting lost in the mail. In my history I've had a few AtoZ claims for orders lost in the mail which I was REIMBURSED for, this is my first SAFE-T of this type.
Does amazon simply deny all claims nowadays?
$2575 order lost in the mail, Safe-T claim DENIED even though the order page states "CLAIMS PROTECTED"
I opened the safe-t claim stating that I'm covered by AMAZON BUY SHIP PROTECTION. All needed is 3 things, buy your shipping label through amazon, ship on time and the order was refunded by customer service if the item is lost in the mail. The page is here https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397 . All 3 of the criteria I met.
Claim was denied by the SAFE-T team for the reason "customer didn't take delivery of the order".
I'm perplexed how they could deny me after I quote policy and even included a screen shot of it in my claim. It's a very simple case of an item getting lost in the mail. In my history I've had a few AtoZ claims for orders lost in the mail which I was REIMBURSED for, this is my first SAFE-T of this type.
Does amazon simply deny all claims nowadays?
Seller_BfISe37wuDdw8
I WON THE SAFE-T CLAIM! The only update in the meantime was that the package has been delivered to the customer. However I should've been covered weather if or not the package was delivered. If anyone in the future wants a kind of template.
---------------------
Hello. There's been a new UPDATE that happened TODAY. The customer has taken delivery of the order, USPS tracking information (Insert USPS TRACKING NUMBER)
However amazon customer service has already refunded the customer for not receiving their package. According to AMAZON BUY SHIPPING PROTECTIONS https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
I'm covered in this event for reimbursement by way of Safe-T claims.
AMAZON BUY SHIPPING PROTECTION POLICY
For Claims Protection: Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims when all of the following conditions are true:
1. The buyer was reimbursed by Amazon for not receiving their package.
2. The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service.
3. The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.
When all of the above conditions are true, Amazon will fund the buyer reimbursement and the customer-reported claim will not be counted against your order defect rate.
Thank you
60 replies
Seller_CW0P5hgbsiqWX
Who said your product was lose? Amazon or the shipper's web site? Shippers never tell buyers a product is lost.
Customer Service will refund anything when a buyer complains. Scammers know this and use this process to get free products. However, when customer service refunds from your account it always will show up as an A-Z claim. The Safe-T claim would be the incorrect appeal.
Now I'm not sure it the so-called LOST in on the way to the buyer or on the way back to you, as a return.
____________________________________________________________________________
Your first two parts of the INR claim are correct, however the third is a little out of line. The key to the third part of a good Safe-T claim is Amazon's wording. "If at the end of the delivery window, tracking shows the item is still in transit to be delivered, Amazon will handle the claim." We have always based our Safe-T on that wording and have one each time.
SEAmod
Hello @Seller_BfISe37wuDdw8
Have you opened a case with Seller Support? If so, has that been in the past three weeks? And, has that case been resolved? If so, please post back with the Case ID number and I will see if there are any steps I can take to help you.
Susan
Seller_XctrnMCRNHJ2p
Amazon seems to be denying nearly all claims these days, particularly in the renewed industry. In our experience, any claims we file are rejected, and we're pressured to send replacement orders instead. Customers often return phones that are broken or water-damaged, and while we're supposed to receive a 50% reimbursement in these cases, we often end up with nothing. It feels like every claim is denied.
Seller_nxvyRDZCFduAS
You have to file a claim with the carrier for items Lost In Transit.
For Amazon protection for "Items Not Received" that show delivered you need:
- Purchase a claims-protected label
- Carrier scan on-time
- Amazon issued refund
Seller_R2dP7Hunjcdj0
I am confused by your post, as a "Lost" package is not grounds for a Safe-T Claim, it is grounds for an A-Z Claim.
IF a package is delayed, or even "Lost", this is considered a "Problem with Delivery", and, as such, is FULLY covered by the Amazon Seller Protection Policy*.
* To qualify for "Claims Protection", the Seller MUST purchase Postage using "Amazon Buy Shipping" and ship "On-Time" as scheduled by Amazon.
The Buyer SHOULD have been directed (by you) to file an A-Z Claim for the package experiencing a "Problem with Delivery". Amazon would then investigate the Claim and issue any Refund due to the Buyer, but NOT from the Seller.
You never mentioned the details of this situation. Did the Buyer contact you about the late Delivery and then you Refunded them?
Did they contact Amazon and then Amazon Refunded them?
Remember, a Seller can only be reimbursed via a Safe-T Claim if the Buyer had already been reimbursed by Amazon, but NOT by the Seller (even $.01).
If Amazon refunded the Buyer without the Buyer filing an A-Z Claim, AND Amazon then denied your Safe-T Claim, it is because Amazon feels that the Seller is then supposed to seek reimbursement for LATE or LOST Deliveries from the Carrier via the Package Insurance purchased at the time of shipping.
A Safe-T Claim is used when the Seller receives back a Return "In Materially Different Condition than as Originally Shipped". To qualify, the Seller MUST wait for Amazon to reimburse the Buyer first. Also, the reimbursement in a Safe-T Claim to the Seller is usually a FRACTION of the original Sale Amount (50% AT BEST!).
Also, I HIGHLY recommend you ship ALL packages valued at $100.00 or higher with a Signature Requirement for Delivery. ESPECIALLY a Package valued at over $2,500.00! This is not only Amazon Guidelines, but is the cheapest and easiest way to foil Buyers who order something with the intention of falsely claiming they never received it. Faced with having to Sign for Delivery, a Bad Actor will simply allow the package to be "Returned to Sender".
As I said, I am confused by your post, as it seems there are a few misunderstandings about either how this problem occurred, or your understanding of Amazon's Protections and Policies.
Good Luck!
Seller_R2dP7Hunjcdj0
I AM FBM only.
Don't get mad at me, I am not Amazon.
I am attempting to explain WHY Amazon denied your Safe-T Claim and Appeal. I agree the Policy says what it says, but I still believe the problem is:
Amazon feels that the Seller is then supposed to seek reimbursement for LATE or LOST Deliveries from the Carrier via the Package Insurance purchased at the time of shipping.
If this was sent via USPS, you would be covered by U-PIC.
I hope this helps.
Seller_Sram36TnVt73c
Safe T claims are not for packages that have been mis-delivered or lost.
A to Z claims are supposed to be filed by the buyer for missing packages. You then respond to that.
If something happened outside those parameters, a seller support ticket would be the way to get reimbursed. And don't keep opening new cases when they close it without resolution--keep re-opening the same case until you are reimbursed.
Seller_R2dP7Hunjcdj0
Not true. If you used USPS, then you are insured by U-PIC, as long as you entered the correct amount in the "Declared Value" portion of the Amazon Buy Postage system.
I hope you can get your money back.
Seller_R2dP7Hunjcdj0
How about this question:
"What's Google?"
U-PIC is the Carrier insurance for ALL Amazon USPS shipments.
