Hey everyone! I might be totally in the wrong here, but I’d really appreciate some advice from anyone more familiar with SAFE-T claims. I just want to understand if there’s any angle I’m missing, or if this is one of those cases where I just have to accept the loss. No experience with SAFE-T claims, so I’d consider this a lesson if someone is willing to share their perspective.
A buyer placed a single FBM order from us for about $90 total, with 5 grocery items. Our fault for being out of stock on two ASINs out of the five, I’ll admit.
After delivery, they requested a refund for all the 5 items, which Amazon granted (these are returnless refunds since they’re grocery products).
We got a couple of messages from Amazon Customer Service saying the buyer had contacted them and reported that two of the items (different ASINs) arrived damaged.
We tried messaging the buyer, asking if they could share photos of the damages “so we could file a claim with the carrier”, but they never replied.
About a week after the refunds, I opened claims with all this context. They’ve been rejected multiple times with the same message:
“The item is designated as non-returnable by Amazon, and is not eligible for reimbursement. If the item was delivered in a different condition by the carrier, you can raise a claim with the carrier directly.”
I’m wondering if there’s any valid basis for reopening the claims
I’d love to hear your perspective. Thanks!
I don’t sell grocery items on Amazon, but I buy tons of them. No food items are returnable, which is likely by law.
Amazon offers full refunds for any food items any buyer chooses to complain about, in any way. That is the nature of the grocery business, you must understand, and build into your business plan.
Amazon has delivered groceries to me once or twice a week for the past 5 years or so, via Amazon, Amazon Fresh, and Whole Foods.
I have had complaints once or twice a year, mostly due to quality issues or damage, all with full refunds. I think it is a fair system.
Amazon has improved their packaging over the years, but still has a way to go. You might look at your own packing, especially if you use FBA, if you are having too many returns and refunds.
Yepper - there’s a reason why members of the Amazon Buyer Community have been afforded, for many a year, an opportunity to lodge a complaint specifically concerning a 3P Seller having requested (and/or required) that the purchaser provide photographic evidence before proceeding; that long-extant paradigm is likely one of the primary reasons why the seasoned & savvy forum vets first began recommending that such a question only be posed as an alternative to returning the goods…AFTER it has been made clear that the former is what Amazon’s published policy requires.
Amazon’s Law…. Not law in general. Supplements can’t be returned either.
I don’t disagree with Amazon’s policy because of the dangers of contaminated or spoiled goods getting back into the supply chain.
However…. This is a real ■■■■■ when it comes to customer satisfaction when something real happens, where returns or refunds should be allowed. Buyers lash out with reviews, blaming the policy on the merchant or return as “product not as described”, which is a ding on the seller.
There should be a method where the buyer can get their issue resolved with the seller. Being part of SAS Core, we do have a customer outreach page on our listings that allow them to contact us either by phone or email, direct to our site for help. It very rarely gets used.
