How to Deal with Customer Fraud MFN FBM A-Z SAFE-T claims
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- Опубликовано: 26 авг 2024
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Last Updated 06/21/18
Selling Services on Amazon reimbursement (SAFE-T) claims
The Seller Assurance for e-Commerce Transactions (SAFE-T) process allows you to file a claim for reimbursement when Amazon manual payment is required for your order. At Amazon’s sole discretion, you may be issued a reimbursement in cases where Amazon determines that you were not at fault.
You might be eligible for reimbursement if a customer has been refunded for one of the following reasons. This list does not guarantee a reimbursement, and Amazon maintains all rights to determine what reimbursement value, if any, is issued.
Possible cases for reimbursement
Below is a list of possible cases where you could be considered eligible for a reimbursement. These situations do not guarantee a reimbursement, and Amazon maintains sole discretion to determine what reimbursement value, if any, is issued.
You may be eligible for reimbursement if:
Your service appointment could not be completed, and is eligible for a Trip Credit
You have been charged a penalty fee that you believe is incorrect and would like to dispute it
Amazon determines that the order was cancelled unintentionally or incorrectly
Amazon has pre-approved a second service appointment for correction of an issue
Note: The claim should only be requested after documenting that the second appointment is completed.
With all reimbursement claims, its your responsibility to reply to information requests from Amazon investigators. Failure to provide sufficient information will result denial of your claim.
Reimbursement values and restrictions
The following restrictions apply to reimbursements:
You may only request reimbursements for orders that are assigned to you, and may only file one claim per order.
Eligible Trip Credits are reimbursed for a flat rate of $50.
Chargeback claims are not covered by this policy. If you receive a chargeback claim, it is your responsibility to reply to information requests from Amazon investigators. Failure to provide sufficient information will result in denial of your claim.
Note: After filing your claim, make sure to respond to any further requests from investigators. If further information is required, you will have 2 business days to respond to investigators with the necessary information or your claim will be closed automatically.
How to file a Safe-T claim for reimbursement
From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
Click File a new SAFE-T Claim, in the top right hand corner of the page.
Enter the Order ID for the return and then click Check Eligibility.
If your order is eligible, proceed to the next step. If not, please select an eligible order to file a claim.
Note: SAFE-T claims do not count against your performance metrics.
Select the reason for your reimbursement claim.
In your claim, provide detail as to why you believe Amazon should reimburse you. For example, if you are disputing a cancellation penalty fee, explain what happened and provide documentation that supports your claim.
Attach all necessary supporting documentation, and then click Submit SAFE-T Claim. You will receive an email confirming receipt of your claim.
Amazon will review your claim and might request additional information from you. Amazon will notify you once a decision has been made. You can track the status of your claim on the Manage SAFE-T Claims page.
Support your claim with documentation
To expedite the review and approval process, attach all supporting documentation to the Safe-T claim at time of submission. This documentation is a requirement for approval of your claim.
Depending on the situation, examples of good supporting documentation include:
Service Order ID
Product Order ID (if different from Service Order ID)
Documentation proving completion of agreed work (pictures or videos taken with customer approval, Buyer-Seller Messages, etc.)
Documentation showing promo pricing error incorrectly affecting your payment for the service
Documentation identifying the defective product and the nature of the defect (approved A-to-z claim, pictures, videos, etc.)
Documentation supporting claim to overturn penalty (pictures, Buyer-Seller Messages, etc.)
Any other documentation that supports your request
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She ordered a $350 second day air. I have proof of delivery with pictures. Says she never got it. No claim, money just got vanquished from my acc. Now she keeps ordering and I cancel orders. Now Amazon wants to cancel my account for bad metrics because I’m canceling her fraudulent orders.
You should report the customer for fraud and speak to them. Don’t just cancel because they have no idea why. They’ll make a note and should take care of that pretty quickly. I had to deal with an awful customer doing the same and they left a bad feedback too. Reported it immediately and Amazon cancelled out the feedback and explained why so it was clear for other customers. Hope this helps ❤
@@Sam-mn4ed I did that too I called Amazon like five times telling them. They sound good on the phone..as if something is going to be done. And it never is.
It really helps if you buy shipping through Amazon for the a-z claim if it goes that far. Most cxs are just trying their luck. It’s a reason I stop trading a few weeks before Christmas, it’s just not worth the admin and headache.
Great advice thanks a ton!
You're welcome. Thank you for watching!
Thanks for this video Steven, really appreciate it
My pleasure! Glad that you liked it!
hello
thanks for your info, customer provide fake tracking number and get refund.i never received the item to my address
now safe t claim said open claim with ups! and denied my safe t claim. i cant open claim with ups!
What documentation do we need exactly? Cheers
Thank you for this video. I have a customer that claimed she wanted a refund for a product she did not want but she never requested a refund. She claimed that she already returned the product but she can't show me any tracking number related to this product. This person contacts me by phone and not by email. Talking to her is like going around in a circle cos she does not hear what I am saying, Should I do A-Z claim on this
If Amazon forced the the refund already - then Safe T claim showing no return.
Slightly different issue. Buyer claims not delivered, tracking number says it was, all part of an orchestrated fraud on one of your ASINS, happening at the same time. Besides "Report Abuse" in Seller Central, where else can sellers escalate this for help?
Amazon seller help. They’re pretty quick in dealing with issues
What are your recourses when you win the safe-t claim but only get refunded a portion of the total?
Amazon typically pays as if the item sold.
What steps can the seller take to insure packages (USPS) and has this method proved worth the cost in your experience? Also, for higher ticket item$, is there a template to place buffers on a sku level?
Not much you can do proactively. Video record packing luxury items tho.
@@MyAmazonGuy thanks for confirming. (And thank you for the ASIN reviews today! I'd love to see brand store reviews some day. When you do all of your own content creation, i.e., A+, infographics & stores, the final result can become a little biased 🙃🤗)
Is it only FBM shipments for SAFE-T claims or can it also be for FBA shipments? Is the only way to file a violation of selling policies through a SAFE-T claim?
I would try to file it for any issue. Especially if customer returned bad product
Really nice touch
Thanks!
What do you do if a customer says they never received a FBM order but the tracking number shows it’s been delivered.?
Ask them to check their neighbors porches, stall for 24 hours. Then if they push ask them to file a claim.
@@MyAmazonGuy Amazon will refund them their money back along with delivery fees. At this point can I appeal a case?
now they have products that are non returnable and they deny all my t claims
I'm sorry to hear that.