We’ve recently noticed that all of our live plant listings have suddenly been flagged as non-returnable. As a result, every SAFE-T claim we’ve submitted is being denied—even in cases where customers return incorrect items (e.g., a lipstick instead of a live plant).

We received the following explanation from Amazon:

Reason:

The item is non-returnable. Orders not returned because they are designated as non-returnable by Amazon are not eligible for reimbursement, unless the return reason is buyer faulted. For more information about the Amazon return policy, go to About Our Returns Policies.

While we understand the policy, we believe these denials are being applied too broadly and without proper review. We’ve submitted detailed documentation and timely responses, yet the claims continue to be rejected. This is having a significant impact on our business and raises concerns that an automated system may be denying claims without fully evaluating the context.

This issue started happening in the last 3 to 4 months.

Thanks,