Imagine selling a pricey beauty cream and receiving an empty jar back with a refund request. Or shoes that have been clearly worn? Or a book with the words underlined 😀.
It sounds unbelievable - but there are websites dedicated to teaching people how to hack the system or get stuff for free from Amazon. Jeff Bezos said ”Our goal is to be earth's most customer-centric company”. And with customers well aware that Amazon wants them kept happy - sellers sometimes fall foul of those taking advantage of the system.
Returns can hurt as their selling and shipping fees dont get refunded. If the units are also not returned, or unsellable, this creates cash flow problems in the short term and financial losses over the long.
So is there anything we can do to reduce the knock-on effect of unscrupulous claims?
Enter SAFE-T Claims, your potential weapon against returns outside your control.
SAFE-T stands for “Seller Assurance for E-commerce Transactions” It's Amazon attempt to support its sellers. It allows sellers to appeal Amazon’s decision to issue a customer refund if you think that you must not be held financially responsible for the charge.
When can SAFE_T Claims help?
👉 If a customer returns a different item to the original; one in worse shape or; with missing parts.
👉 If they return damaged or opened or used items ie in unsellable conditio
👉 When parcels are lost and or with no proof the item was even returned
👉If a customer is refunded by Amazon but never returned the item
👉 When the tracking shows Delivered to the customer, but the customer claims that the item was not received.
👉 If the customer asked for a replacement, sent back the wrong item, and got a refund
👉 If the return was outside of the return window
Here's how to file a claim:
Act Fast! Do this within 7 days of the return and within 30 days of the customer refund
1️⃣ Gather any evidence including photos of the returned items or damaged packaging. , comms with the buyer etc
2️⃣ Go to Orders > Manage SAFE-T Claims in Seller Central.
3️⃣ Click File a new SAFE-T Claim
4️⃣ Enter the Order ID and check eligibility.
5️⃣ If eligible, choose the reason for your claim and provide details (e.g., overcharged label, damaged product).
6️⃣ Attach evidence like photos of damage, shipping labels, or tracking information (optional but strongly recommended).
7️⃣ Click Submit SAFE-T Claim. Expect a confirmation email.
SAFE-T Claims are a great tool but ultimately it is Amazon's Call. They will disapprove the claim if your poor packaging lead to damage. Or if you refunded the customer yourself. Also - having a great seller rating can help your case immeasurably!
If you disagree with the decision made by SAFE-T and have more information and evidence to back up your case, you have the option to appeal. It’s essential to file your appeal within seven days of the initial claim decision and;. you can only appeal a SAFE-T claim once. Take the time to understand the reasons for the denial and provide additional information that strengthens your appeal.
In conclusion - returns, especially fraudulent ones, can hurt your business. They can cause cash flow problems in the short term and financial losses over the long. Take advantage of Amazon’s SAFE-T programme and do everything you can to reduce the knock-on effect of any dishonest claims.
