I had an Amazon order request a replacement for an item they claimed was received damaged / broken.
Amazon made a replacement order for $0.00 and the customer initiated a return. I promptly sent out the replacement.
Yesterday I received the return - it is the wrong product - it isn’t even one that we sell. I marked the return as 100% stocking fee for wrong item / missing accessories. I hope this didn’t mess me up.
Is there a way I can do a safe-T claim so that the customer is charged for the 2nd item they have received? They have only paid for one. What’s the correct procedure here?
This won’t mess you up, but it won’t do anything either since the buyer was not going to get a refund, they got a replacement.
If you can file a SAFE-T claim, do that. If you can’t, open a case with (I know, I know) Seller Support. They might be able to open some sort of claim for you.
It might seem counterintuitive, and it must be admitted that I’ve seen the exact opposite approach - i.e., of filing a SAFE-T Claim against the Original, return-processed Order ID - both recommended & reported as successful, but the FMT-CMT has recently begun advising sellers to file a SAFE-T Claim against the 17-digit Replacement Order ID in situations like this, most recently in Joey-Amazon’s 080725 NSFE reply here:
May I ask if the Carrier-website tracking details for your scenario indicate anything similar to what the OP of that NSFE discussion reported, of the Replacement Order ID appearing in Seller Central w/ a timestamp earlier that the Carrier’s acceptance scan for the return label?
Thanks very much @Dogtamer for the info. I have submitted a Safe-T claim against the replacement order ID. Fingers crossed. May the odds be ever in my favor.
Looking at the tracking details I don’t see anything unusual. I don’t recall when I printed this label exactly, but the first entry of “Package left the shipper facility” is close to when I would have likely printed the shipping label. The next scan at 4:09 PM PDT is when I dropped it off at the post office and was scanned.
Sorry, I forgot to check this. The tracking number on the returned package does not match the tracking number for the return in Seller Central. Checking with the USPS tracking, the label was created about 10 days after the original order was delivered.
On another similar situation, I’m trying to file a Safe-T claim on either the original and replacement orders.
Original Order: Seller needs to be debited to be eligible to file SAFE-T claim
Replacement Order: This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment.
In the Returns section, a label was created for the return on October 3, 2025, but it has not actually been shipped yet. Amazon incorrectly shows the tracking as “Package left the shipper facility” as soon as a label is created.
Have you checked the Replacement Order ID in your Payments Dashboard [link] to see if you had an automatic reimbursement?
I am not sure if an automatic reimbursement appears in 37 days or 45 days. I believe it is based on the ship date or delivery date of the replacement order.
