Did a removal order for two different items: Both came back as basically the item package, no item. Opened and emtpy.
I pack all my jewelry the same: Wrapped nicely inside a small jewelry box, then the box is put in a poly bag and sealed. Label outside, etc.
What I got back were empty boxes still in their poly bags, but the polybag is clearly opened and just stuck back in after the…removal of contents…and not reclosed. Bags literally open on one end.
So, I want to be reimbursed, but support is being dense and asking me to prove what is different. I’ve sent pics of what was received showing the baggie is open, alongside the packing slips since they seem to want that.
The bot is looking for different item instead of missing item. It probably perceives the box to be the item.
I would request escalation to a human. Or try the phone call option when replying to the case - if it’s still possible. I haven’t had an open case in a while.
Don’t focus on the open baggie. Send a picture of the open empty box next to another open box with that same item inside. Put the packing slip next to the open box, clearly visible. Showing that the item was opened is different from showing that the item is missing.
They have asked for a photo of the empty boxes, so I did that, but not with another “good to go” one next to it, but I can do that if needed. Of course, I don’t have others of those same items lying around ready made - and won’t - I removed them due to overstock, and I’m handmade so I’m not going to make more of something that isn’t selling.
But I can figure that out if I have to… my packed items are wrapped inside the boxes anyway.
Something very similar might work? Especially if it comes wrapped and you can’t tell what it is by looking. The point is that you need to make it so painfully clear that a concussed duck could understand the situation.
When I file SAFE-T claims for boxes without items, I always show another box with the item inside in the same picture so they can see what is missing. I don’t sell jewelry or anything that comes in a nice or unmarked box so there is no way anyone could think I was selling the box with nothing inside, but if I don’t the claim often gets rejected.
Yeah that was my plan - they did come back and reimbursed one and closed the case. When from the start I have said it is two and listed both and showed photos of two each time.
Getting them to reopen a case once a disbursement has been issued is much harder. This is one of the worst part of SAFE-T claims: the random lowball reimbursements that you can’t appeal.
Well it worked, they credited both…but in a fair world I would also get the removal fees back, as I paid $2 for the privilege of getting empty boxes and then having to fight for that.