What’s a SAFE-T claim?

A buyer opens a return request and receives a prepaid label. The buyer ships the product back to you and Amazon issues a refund. Or a buyer reaches out to customer support and receives a returnless refund from a seller using Customer Service by Amazon. It’s a smooth, frictionless process...until it isn’t.

Sometimes that new item you shipped out comes back dirty or damaged—or maybe never gets shipped back at all. Maybe that returnless refund shouldn't have been issued in the first place.

That’s where SAFE-T claims come in.

“SAFE-T” is an acronym that stands for “Seller Assurance For E-commerce Transactions.” SAFE-T claims allow sellers to appeal full refunds that were issued by Amazon, most often for returns using Amazon-issued prepaid return labels.

If you believe you should not be held financially responsible for a refund decision, you can file a SAFE-T claim for reimbursement and applicable restocking fees.

In this post I’ll explain:

1. What returns and refunds are (and aren't) eligible for SAFE-T claims
2. Steps to file a SAFE-T claim
3. Best practices for SAFE-T claim success
4. How to appeal a SAFE-T claim

What returns and refunds are (and aren't) eligible for reimbursement through SAFE-T claims?

You may be eligible for reimbursement if:

• Amazon determines that the customer abused Amazon's return or refund policy.
• An item is returned to you in unsellable condition and Amazon determines you were not at fault. You can find examples of return reasons and faulted parties here.
• A materially different item is returned to you and Amazon determines you were not at fault.
• The customer did not return the product, evident by lack of a carrier’s "first scan" in a return tracking or a "Return Merchandise Authorization (RMA.)"
• Amazon issued a refund to the customer for the return label even though the customer should have been responsible for the return delivery fees.
• The customer said they never received the item, but proof is available through Buy Shipping Services or a delivery signature confirmation.
• Amazon initiated a return on behalf of a customer for an item that was outside of the return window when the customer requested to return.

Not all returns are eligible for SAFE-T claims. Here are some examples of ineligible orders:

• You issued the refund to the buyer, either fully or partially.
• The order was refunded through a granted A-to-Z Claim.
• The item was lost or damaged during the return shipment.
• The order was fulfilled by Amazon.
• You refused a return request for any reason.

If you're not sure about the above or multiple options apply, you can check eligibility in the following section.

Steps to file a SAFE-T reimbursement claim:

1. Go to Manage SAFE-T Claims from the Orders tab in Seller Central.
2. Click File a new SAFE-T claim, in the top right-hand corner of the page
3. Enter the order ID for the return, then click Check eligibility.
4. If your order is eligible, proceed to the next step. There isn't an appeal option if the order isn't eligible, though you can request additional info from Support. You can also check the above section to see if any of those "not eligible" reasons apply.
5. Select the reason that best describes your case for your claim.
6. Attach all necessary support documentation, then click Submit Safe-T Claim. You will receive an e-mail confirming receipt of your claim.

Best practices for SAFE-T claim success:

While we can’t guarantee the success of your SAFE-T claim, we do have best practices to help set you up for success.

• Provide Clear Details. Explain why you believe Amazon should issue a reimbursement. For example, state if you’ve been overcharged for the return label and why you believe that, or if the product was returned in an unacceptable condition. Be clear about the reimbursement you’re requesting — product cost, return or outbound shipping cost, etc. Providing all the details in the initial claim description will help reduce churn between you and the SAFE-T claim investigators.
• Include photos — lots of them. We recommend a photo of the return packaging and label, photos of the item at different angles showing and damage or wear, the packing slip, or anything else that supports your claim.
• Attach supporting documentation. This may include images of the return mailing label, the tracking ID, proof of delivery, an invoice or other documentation showing the item and serial number...if there's anything you think may be necessary when reviewing your claim, go ahead and attach it. Adding a red box or highlighting can help investigators make faster and more-informed decisions.
• Communicate directly with the SAFE-T team. Once you submit your SAFE-T claim, send all other correspondence via the Manage SAFE-T Claims page. Seller Support doesn’t manage SAFE-T claim decisions, so sending them information won't help.

Appealing a SAFE-T claim decision:

If you don’t agree with the SAFE-T claim team’s decision — and you have additional information and evidence to support your argument — you can appeal. You must file your appeal within seven days of the claim decision.

To file your SAFE-T claim appeal, select the View Message button located on the Manage SAFE-T claims page for the corresponding order ID. Simply post your appeal information at the bottom of the page, replying to the claim decision.

You can only appeal a SAFE-T claim once, so study the denial reasons and provide additional information that will support your appeal.

Note: Be sure to check the reply by and appeal date. Manage SAFE-T claims page will indicate “Reply by <Date> <Time>” against each claim. For resolved claims, the timeline to respond will be indicated as “Appeal by <Date> <Time>” against each claim.

Want to learn more about SAFE-T claims? Check out these helpful links:

Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network

Customer Service by Amazon refund reimbursement policy

Service Safe-T Claims for the Amazon Services Provider program

Visit Seller University’s Tips to reduce A-to-z Guarantee Claims and returns and begin watching at the 6:20 mark.

For those of you who have experience filing SAFE-T claims:

• What tips or advice would you add on this topic?
• Do you have any of your own best practices on filing or appealing?
• What has and hasn't worked for you?