Wrong item returned and Amazon denies Safe T claim
We received an item back, obviously not our product. We filed a Safe T claim with images of the packaging and the product, seemed like an easy claim, but Amazon denied the claim due to the return packaging label image not being clear enough. Apparently they can't investigate the issue without a crystal clear return label image. Of course they didn't tell us that before we tossed the packaging. Product is obviously not the product we manufacture, but we're stuck with it even though we can clearly show it was returned in place of our more expensive better quality item. Does this happen a lot? What do you guys recommend to minimize these losses.
Wrong item returned and Amazon denies Safe T claim
We received an item back, obviously not our product. We filed a Safe T claim with images of the packaging and the product, seemed like an easy claim, but Amazon denied the claim due to the return packaging label image not being clear enough. Apparently they can't investigate the issue without a crystal clear return label image. Of course they didn't tell us that before we tossed the packaging. Product is obviously not the product we manufacture, but we're stuck with it even though we can clearly show it was returned in place of our more expensive better quality item. Does this happen a lot? What do you guys recommend to minimize these losses.
3 replies
Seller_kIukTwdhvntAp
As to 'does this happen a lot' YES. All you have to do is a simple search of Forum posts for Safe-T denials and you will probably find hundreds++++
For future reference since this will NOT be the last return (unless you quit selling on here a couple weeks ago) here are things to do/know -- It's a template I use so ignore parts that have been answered (if any).
Did you file a Safe-T claim? More importantly, did you include LOTS of pictures?
They have different templates for their forms so, depending on which one you see, their requirements vary on the form. NO consistency on Amazon forms anyplace!
The Safe-T form itself asks for attachments of:
1. The return package with the return label -- so they can see that it is the correct return that you are addressing.
2. The CONTENTS of the return so they can see if there are issues of broken, incomplete, missing parts, etc.
3. Any other supporting items.
I take multiple pix of the package and label -- front, back, and more if it's a box.
I take pictures of the returned item ON the return packing slip. I may take three or four of the item if it has been opened, damaged, parts missing, etc.
I take a screen grab of their COMMENTS when they show they lied about the real reason for the return OR if the return is a 'buyer faulted' return and THEY are responsible for BOTH the shipping costs.
I include anything that can help with an appeal at all.
If you don't do any/all of the above you will have very little chance of succeeding in a claim.
Treat Amazon and Safe-T claims like a three year old -- short sentences, small words and bullet points along with the pictures.
Seller_f4a7xAPCCSMqD
In these situations, I have started to hold onto everything until the claim is approved; their shipping box included.
Danika_Amazon
Hi @Seller_RPLZ2TtY0UrCJand thanks for reaching out. To echo what @Seller_kIukTwdhvntApwrote--yes, we do see this issue raised quite a bit here on the Seller Forums.
He also gave you some great tips below. I'll add to that and link this super helpful article by my esteemed colleague @KJ_Amazoncalled How to file a SAFE-T claim: steps and best practices.
This section is particular useful-->
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 details. In your claim, provide all the details as why you believe Amazon should reimburse you. For example, state if you’ve been overcharged for the return label, or if the product was returned in an unacceptable condition. Be clear about what 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 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 all supporting documentation. This may include a supportive image of a damaged item (comparison between damaged return vs . undamaged product), shipping label, image of the Return Mailing Label, Tracking ID, delivery proof, or invoice (or other documentation showing the item and serial number). Anything you think may be necessary when reviewing your claim — go ahead and attach it. Red boxing or highlighting areas in support documentation can help investigators determine faster and provide a resolution to you quicker.
- Communicate directly with the SAFE-T team. Once you submit your SAFE-T claim, you should send all other correspondence via the Manage SAFE-T Claims page. Don’t submit Seller Support cases, as they don’t manage SAFE-T claim decisions.
I hope this is helpful. Please let me know if you have any additional questions and I'd be happy to help.
Best,
- Danika
