Receive returns that are not our products. SAFE-T claim denials.
We frequently receive returns that are not our products. We mainly sell comforters and pillows, but customers often return used items that don't belong to us, usually their old comforters. However, when I file a Safe-T claim, Amazon denies it without providing a reason. They keep denying my request, and when I ask what information is missing (even though I have submitted all the required images), they don’t respond and just deny the claim. Amazon Seller Support said they could not help on this matter and just ended my chat. What can I do?
Receive returns that are not our products. SAFE-T claim denials.
We frequently receive returns that are not our products. We mainly sell comforters and pillows, but customers often return used items that don't belong to us, usually their old comforters. However, when I file a Safe-T claim, Amazon denies it without providing a reason. They keep denying my request, and when I ask what information is missing (even though I have submitted all the required images), they don’t respond and just deny the claim. Amazon Seller Support said they could not help on this matter and just ended my chat. What can I do?
4 replies
Roberto_Amazon
Hello! @Seller_MRaJlrgsnlGFB
Thank you for bringing this matter into our attention. I have looked into the most recent case where you contacted about SAFE-T claims, and I wanted to let you know that I am currently looking into the details of the claims to determine next steps.
Please keep in mind that our Seller Support is very limited when helping you with SAFE-T claims as they are not able to influence SAFE-T claims decisions, so sending them information won't help, this is outlined in our policy:
- Do not discuss SAFE-T decisions with Selling Partner Support, because they are unable to influence the decision on a SAFE-T claim. Instead, interact directly with the SAFE-T team via Manage SAFE-T Claims page.
For the time being, do not create additional cases to inquire about the Order ending in 9811.
I will contact you back once I have an update on this.
Regards,
Roberto
Roberto_Amazon
@Seller_MRaJlrgsnlGFB Hello there! I just wanted to send you a quick message before the weekend to let you know this appeal has been escalated with our partner team.
Once I have an update, I will contact you in this same thread.
Have a great weekend.
Regards,
Roberto_Amazon
Hello! @Seller_MRaJlrgsnlGFB
We have received confirmation that the appeal has been granted in your favor for the Order ending in 9811. You have been notified on 9/12/2024 with the reimbursement details.
Thanks for the patience.
Roberto
