Replacements without returning original item
We receive orders valued at $0.00 daily for customer replacements, but customers never return the original items. We have contacted Amazon on different occasions, as customers who pay for one item are receiving two, and we keep being denied refunds.
We cannot open SAFE-T claims on these since the customers have not been refunded. For the replacement orders, it shows, "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment." UPS' website indicates the label was only created but Amazon thinks the package was someone dropped off. They had us email customers asking for the package, but we have yet to hear back from anyone.
Is anyone else experiencing this? If so, were you able to get refunded?
Replacements without returning original item
We receive orders valued at $0.00 daily for customer replacements, but customers never return the original items. We have contacted Amazon on different occasions, as customers who pay for one item are receiving two, and we keep being denied refunds.
We cannot open SAFE-T claims on these since the customers have not been refunded. For the replacement orders, it shows, "This order is not eligible for a SAFE-T claim because the original item is in transit. Please contact the carrier directly if you want to file a claim for the shipment." UPS' website indicates the label was only created but Amazon thinks the package was someone dropped off. They had us email customers asking for the package, but we have yet to hear back from anyone.
Is anyone else experiencing this? If so, were you able to get refunded?
3 replies
Dominic_Amazon
Hi @Seller_fwG3AJLa6LFoB,
Dominic from Amazon here, happy to try to help. Can you please provide me with a case ID or a few Order ID's this is occurring?
Would like to see if there is anything we can do to get this addressed.
Best,
Dominic
Seller_JjfFAK5IKXB5i
We have had the same problem. Amazon's new policy of refunding a replacement before the return label has been scanned allows customers to steal items now. All they have to do is print out the return label and Amazon refunds them and we have to send replacement orders. We cannot file a Safe-T Claim because the original order wasn't debited but we now need to send customers two items for the price of one. Just another horrible Amazon policy change among dozens they have made this year.
