I had two orders (5 different returns 3 separate returns from one order and 2 from the other order) and they were all returned separately and return shipping charged separately AND from UPS. (that means about $12 in return fees on each item). My UPS returns never seem to refund on first scan. So I waited.
They auto refunded about 6 days after the return. So I filed a SAFE-T claim because the buyer used an inaccurate reason code. I was denied because I didn’t refund as required after 4 days.
And once they tried saying it was soft goods like clothes.
Never won any of those claims.
So today I get two orders back using UPS out of four from this person, and I went ahead and refunded. Waited for Amazon to process that and then went to the SAFE-T claim section because again this return would qualify. NOW the reason for denial is that I refunded. I wrote a response about their answer being a catch 22 and got the same automated response minutes later. Wrote that a HUMAN isn’t even reading these and got their standard we stand by our decision.
Ky jelly, it’s water based and won’t sting as much
There seems to be no solution. Honestly this is in the relm of class action lawsuit due to breach of seller agreement on amazon’s part. But of course we can’t sue per the agreement.
I know but I’ve never seen it classified as a Safe T Claim on the transaction report, unless I’ve missed that. I don’t get many non-returns on replacements.
Right, you mean in your original representation you put that info, correct? It was denied within minutes.
You then did your first appeal with the exact same wording, etc. and it was accepted? That’s normal.
On seller faulted returns where I have to file for wrong return reason, I don’t even write anything anymore in the box on the initial filing because I know it’s getting auto denied. It’s literally a waste of time to write anything on the initial filing. I don’t actually write anything about my evidence, etc. until after they have denied it initially.
I’ve even had them deny it the first two times (the auto first denial and then the second one)…and then had it approved on the third try with the same exact info.
No I mean a few weeks ago I had the same type of claim for the same products.
Auto denied
Denied with a BS reason
Denied with same BS reason
Set to Auto deny with any appeal.
There is no consistency in their application of their own rules
Twice now, when I did a SAFE-T claim because the buyer used an inaccurate reason and it’s really a discretionary return, the computer says I have to offer free returns because of Amazon’s policy effective (forgot what date) Quote: Furthermore, Amazon requires you to offer free returns for soft-line and fashion items, such as apparel, shoes, watches, or jewelry. AI Gemini says softline includes textile products. Yes mine are textile products. I have been winning "color is not as described, size is wrong/doesn’t fit SAFE-T claims. But this is the second one referencing soft-lines and fashion.
The other one when I appealed, they changed their reason to the circular you didn’t refund in three days…so I refund and STILL can’t do a safe-t claim.
I am very a much a “by the book, color within the lines” seller, but in this case, where Amazon is too cheap and cowardly to back up their own stated policies, and the buyer is flagrantly lying, I make up a reason and withhold a restocking fee as close to the cost of the return shipping as I can. Unfortunately, as you have (through great frustration) realized, there is no “by the book” way to handle this. If the nonsense about doilies requiring free returns because they are textiles is real, Amazon has stripped you of any options other than eating the returns.
I think I have to file for an exemption under the shipping page. Will try that tomorrow. Chatting with an Amazon seller help and they just understand the basics. I can only file a SAFE-T claim if the item is damaged. … Um, no that’s not true.
The SAFE-T claims seems to be a special source of confusion for Amazon employees. As @Dogtamer has been chronicling, the NSFE mods seem to get this wrong on a near daily basis. Support reps have barely heard of it. I was told by 2 different support reps that SAFE-T claims are only for FBA orders. I don’t know why but this more than any other specific policy I can think of has completely baffled Amazon employees.
We’ve had a couple claims denied due to this stupid made-up reason sometimes. We sell auto parts for crying out loud. They are in the correct categories and everything. We send screenshots of the ASIN even showing it’s not a free returns item (free returns items say FREE 30 DAY RETURNS next to the refund policy for the ASIN). They still get denied half the time despite this direct/clear/obvious evidence. It’s insane.
