Subject: Urgent: Broken Return Process – OTP Confusion and Unusable Returned Items Causing Losses
Dear Amazon Team,
I would like to strongly echo the concerns raised by fellow sellers regarding the massive losses caused due to mishandled returns and add a serious issue from my own recent experience.
1. OTP Return Marked Delivered – But Not Received
We have recently faced a situation where a return was marked as delivered with OTP confirmation, but no one at our end received or entered any OTP. Amazon denied our SAFE-T claim citing OTP-based delivery, but we never got the OTP or any package.
This raises serious concerns about OTP misuse or possible delivery errors.
We request Amazon to share proof of OTP entry (with timestamp and device info) before denying claims automatically.
2. Return Packaging Standards Are Being Violated
Like many others have already reported:
Expensive or fragile products sent in 5-ply boxes are returned in torn courier bags or soft packing, making the items unusable.
Returned boxes often show signs of being tampered, re-taped, and sometimes even emptied or swapped.
3. SAFE-T Process Is Not Seller-Friendly
Many of us are seeing claims denied without proper justification.
Repeated documentation is asked for even when the case is clear.
This adds stress, delays reimbursement, and most importantly, hurts genuine sellers who are trying to maintain trust in the Amazon ecosystem.
Request for Leadership Attention:
We respectfully urge Amazon leadership to look into the root cause of these issues:
Proper training of delivery and pickup executives on handling return packaging.
Transparency in OTP confirmation, including accessible delivery logs for sellers.
A fair and fast-track SAFE-T claim resolution system for issues like these.
Option to opt-out of customer-initiated return pickups where high-value items are involved.
These are not isolated cases but a pattern hurting small and medium sellers badly.
Looking forward to your support and action on this.
Best regards,
Intros Care Pharmacy
