SAFE-T CLAIM - CUSTOMER CLAIMS DID NOT RECEIVE OR DELAYED PACKAGE
Hello,
Unfortunately, I am not receiving any guidance to help me with this issue, and I would love some clarification and help.
I have 3 separate orders for which the customer claims not to receive the package. The details are below. I purchase the shipping labels through Amazon, so I will be protected against late/lost packages and quality for the SAFE-T policy. When i reach out for help, I am getting templated responses from Amazon which do not directly help me or answer my questions.
Order Number 112-6250998-6595440
Customer Claim: Didn't receive even though delivered. I am advised to refund the customer. I am now not qualified for a Safe-T Claim because I refunded the customer and not Amazon. CASE 16808612031. I see this in the policy and accept it.
Order Number 113-8227798-6857028
Customer Claim: I want a refund I did not receive package. Tracking shows that the package is still in transit; however, it is late, and there have been no updates in over a week. I reach out to Amazon for guidance on CASE 16820184571. I told the customer to contact Amazon for a refund. Customer marks message unresolved, Amazon sends me a message to refund the customer.
Order Number 113-3875486-2438626
Customer Claim: Also, there was late tracking; the customer wants a refund. I advised the customer to reach out to Amazon Customer Service. She marks the message unresolved.
I have reached out to Amazon Support multiple times for guidance as I want to do what's right for the customer while also protecting our standing and reimbursement. I am told many different things from Amazon. I am now in a chat with another representative who is just copying and pasting policies to me that don't apply to the scenario.
I am so confused. Please help!
SAFE-T CLAIM - CUSTOMER CLAIMS DID NOT RECEIVE OR DELAYED PACKAGE
Hello,
Unfortunately, I am not receiving any guidance to help me with this issue, and I would love some clarification and help.
I have 3 separate orders for which the customer claims not to receive the package. The details are below. I purchase the shipping labels through Amazon, so I will be protected against late/lost packages and quality for the SAFE-T policy. When i reach out for help, I am getting templated responses from Amazon which do not directly help me or answer my questions.
Order Number 112-6250998-6595440
Customer Claim: Didn't receive even though delivered. I am advised to refund the customer. I am now not qualified for a Safe-T Claim because I refunded the customer and not Amazon. CASE 16808612031. I see this in the policy and accept it.
Order Number 113-8227798-6857028
Customer Claim: I want a refund I did not receive package. Tracking shows that the package is still in transit; however, it is late, and there have been no updates in over a week. I reach out to Amazon for guidance on CASE 16820184571. I told the customer to contact Amazon for a refund. Customer marks message unresolved, Amazon sends me a message to refund the customer.
Order Number 113-3875486-2438626
Customer Claim: Also, there was late tracking; the customer wants a refund. I advised the customer to reach out to Amazon Customer Service. She marks the message unresolved.
I have reached out to Amazon Support multiple times for guidance as I want to do what's right for the customer while also protecting our standing and reimbursement. I am told many different things from Amazon. I am now in a chat with another representative who is just copying and pasting policies to me that don't apply to the scenario.
I am so confused. Please help!
1件の返信
Danny_Amazon
Hello @Seller_DQG2I3AyAospw- and thank you for seeking some insight here on the seller forums.
I wanted to make sure you had our SAFE-T Claim Policy Help page handy, as it does delineate that an order will become ineligible for a SAFE-T Claim to be filed if the refund is initiated by the seller:
"Only refunds issued by Amazon to buyers on your behalf are eligible for reimbursements. You are not eligible for reimbursement if the refund was issued by you."
When Amazon issues a refund to a buyer and you believe it was not your fault, you may file a claim for reimbursement via SAFE-T. In addition, if you offered the buyer a free replacement for a return and you believe the return was not your fault, you may file a SAFE-T claim.
I'd recommend reading through the above help page in its entirety to help navigate future such situations, in conjunction with these protections provided by Buy Shipping.
I hope this information is helpful, but please let me know what other questions I can help address.
Best,
Danny
