Damaged during transit and refund reason not fair for seller
Hello all fellow sellers.
Issue I am having is consistent customers claiming product was damaged during transit which of course can happen and I don't mind issuing a full refund but it has become more and more consistent and I used 2 layers of bubble wrap and its in a box as well so it is packed very securely.
Amazon just issues the full refund without any notice and when I try to file a SAFE T claim and choose other and just ask them to have the buyer just send me a few photos of the damage just so I know it is legit that the reason is valid.
Just in the past month I have over 15 claims with this where the customer has received the full refund and have the item and have not provided any photos of the damage as well so I cannnot even put a claim with the carrier.
Anyone have any recommendations on maybe submitting the SAFE T claim in a more effective way or other ideas on how I can avoid this issue.
Thank you for reading and hope to receive some feedback.
Damaged during transit and refund reason not fair for seller
Hello all fellow sellers.
Issue I am having is consistent customers claiming product was damaged during transit which of course can happen and I don't mind issuing a full refund but it has become more and more consistent and I used 2 layers of bubble wrap and its in a box as well so it is packed very securely.
Amazon just issues the full refund without any notice and when I try to file a SAFE T claim and choose other and just ask them to have the buyer just send me a few photos of the damage just so I know it is legit that the reason is valid.
Just in the past month I have over 15 claims with this where the customer has received the full refund and have the item and have not provided any photos of the damage as well so I cannnot even put a claim with the carrier.
Anyone have any recommendations on maybe submitting the SAFE T claim in a more effective way or other ideas on how I can avoid this issue.
Thank you for reading and hope to receive some feedback.
6 replies
Seller_aV1Bh32hE0KND
→ Reimbursement values and restrictions
- Orders that are damaged or lost in return transit are not eligible for reimbursement from SAFE-T including the Amazon fees or outbound shipping label costs. Contractually, you are the shipper of record and may file a claim with the carrier to recover any loss.
Amazon will not ask the buyer for photos on your behalf.
The other issue is that the buyer is not obligated to send photos, and without photos (as you know), you cannot submit a claim with the carrier.
The buyer should not be able to open an A-z claim or receive a refund without either messaging you first or opening a return request.
In order to offer some suggestions, please elaborate/answer the following questions.
- Are you, by any chance using Customer Service by Amazon (CSBA)? You can check under your →Manage Services to see if you are registered.
- Are the items set as a returnless refund under your Return setting - Resolutions?
- Are you not receiving any Buyer-Seller messages from the buyer or return requests before the refund is issued?
This is what the buyer should see before they are eligible for a refund unless you're using CSBA.
Tiff_Amazon
Hi @Seller_CNWWSSIehYQOu:
Tiff here from Amazon. I see you've got a good conversation going with @Medic and they had a few remaining questions if you want to continue the discussion.
They have provided a few help articles and service resources already; the one I'd suggest reviewing in full detail is Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network as it provides guidance on submitting and appealing SAFE-T claims.
The Returns FAQ page also mentions the following:
- Why is my return order being granted a refund before the item has been returned to me? Amazon’s Refund at First Scan (RFS) policy sometimes results in a refund to the buyer before the package is returned to you.
Let us know how else we can help.
