Denied Safe-T-Clain - returned late and wrong item sent back
Hi,
I just lost a Safe-T-Claim for a return where the customer returned 2 wrong items.
We took a picture and recorded the serial numbers of each item sent to this customer. The items we received back had different serial numbers and they were likely both counterfeit as both items had matching serial numbers, which is not possible if they were authentic.
The customer also returned these to us over past the return window. They received the item on Feb 16, the return was not dropped in the mail until March 29th. This would put it past the 30 day return window.
"We have reviewed the information you provided and we have denied your reimbursement request for order xxxxxxx. We understand that you may not agree, however, we stand by our decision. We cannot share any further information and we may not reply to further communications about this issue."
Despite returning this late, the customer received a full refund and my Safe-T claim was denied.
Is there anything else we can do in this situation? I didn't expect to lose this claim, especially since they did not return this within the return window.
Denied Safe-T-Clain - returned late and wrong item sent back
Hi,
I just lost a Safe-T-Claim for a return where the customer returned 2 wrong items.
We took a picture and recorded the serial numbers of each item sent to this customer. The items we received back had different serial numbers and they were likely both counterfeit as both items had matching serial numbers, which is not possible if they were authentic.
The customer also returned these to us over past the return window. They received the item on Feb 16, the return was not dropped in the mail until March 29th. This would put it past the 30 day return window.
"We have reviewed the information you provided and we have denied your reimbursement request for order xxxxxxx. We understand that you may not agree, however, we stand by our decision. We cannot share any further information and we may not reply to further communications about this issue."
Despite returning this late, the customer received a full refund and my Safe-T claim was denied.
Is there anything else we can do in this situation? I didn't expect to lose this claim, especially since they did not return this within the return window.
12 respuestas
SEAmod
Hello @Seller_lf9uUHioT0QnI
It sounds like you have been final worded on your appeal. Because of that, I am not able to do an escalation. However, I will take a look and see if I can understand what happened in this case.
I see that you authorized the customer's return request and initiated the refund. Therefore, the transaction is not eligible for a SAFE-T claim. You would have been eligible if Amazon had initiated the return on behalf of a customer for an item outside of the return window.
Susan
SEAmod
Hello @Seller_lf9uUHioT0QnI
Thanks for your patience. I just checked on my appeal and they are saying that you will be reimbursed. However, the actual credit has not yet been made as far as I can see. Please check on your end and update me. I will nudge them myself to see when they will act on the reimbursement.
Thanks, Susan
SEAmod
Hello @Seller_lf9uUHioT0QnI
Whoa! This one took a while to get sorted out, but I am happy to tell you now that you have been reimbursed for Order 114-3305533-0372265. You received a switcheroo back from the buyer of that order.
Thank you for selling on Amazon, and for allowing me to assist you.
Susan
