Seller reimbursement policy for Seller Fulfilled Prime

Amazon provides and has sole discretion in determining all post-order customer service, including customer returns, refunds, and adjustments related to Prime items. You agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Prime items to your seller account. See program terms and customer service for Seller Fulfilled Prime for more information.

Normally you are responsible for issuing a refund for a return on a Seller Fulfilled Prime order. However, in certain situations, Amazon Customer Service may issue a refund to the customer on your behalf. When Amazon issues a refund to a customer and you think you should not be held financially responsible for the charge, you may file a claim for reimbursement through the Seller Assurance for e-Commerce Transactions (SAFE-T) process described below.

1. Can I be reimbursed if Amazon processes a refund on my behalf?

You might be eligible for reimbursement if a customer has been refunded by Amazon Customer Service for one of the following reasons and the amount refunded to the customer has been deducted from your seller account. This list does not guarantee a reimbursement and Amazon maintains all rights to determine what reimbursement value, if any, is issued.

You may be eligible for reimbursement if:

• The shipping label was purchased using Buy Shipping Services and the tracking shows ‘delivered’ but the customer claims that the item was not received.
• The customer did not return the product (evident by lack of a Return Merchandise Authorization (RMA) or carrier ‘first scan’ in a return). Note: This is not applicable to items that are deemed ‘hazmat’ or ‘non-returnable’ by Amazon systems unless the return reason is buyer faulted. Visit the Charges for the return label table to learn more about buyer faulted return reasons.
• The return was outside of the return window. Note: For further information on the return window check the Returns policy for Seller Fulfilled Prime.
• The customer requested a replacement instead of a refund and you successfully provided a replacement. Note: When opening a reimbursement claim, please provide the tracking number of the replaced order.
• The customer returned the item in a damaged condition. Note: For customer-damaged products, the reimbursement will be limited to a maximum of 50% of the order value of the product. When opening a reimbursement claim, please send appropriate photo evidence linking the return to the purchased product.
• The wrong item was returned or the item was returned with missing parts.
• The return shipping label was refunded even though the buyer was responsible for paying for return shipping as per the Charges for the return label table. Note: Item categories clothing, shoes and handbags are eligible for free returns and not eligible for return label cost reimbursements.

2. Are there any restrictions for filing a reimbursement claim for a Seller Fulfilled Prime order?

• Only refunds that were issued by Amazon Customer Service on your behalf are eligible for reimbursements. You are not eligible for reimbursement if you issued the refund to the customer.
• Reimbursement claims must be submitted within 60 calendar days of a refund being charged to your account.
• You can file only one claim per order ID.
• Reimbursements for a single item will not exceed GBP 4,000. For items valued at more than GBP 4,000, we suggest that you purchase third-party insurance.
• FBA orders are not eligible for reimbursement through SAFE-T. Please review the help page FBA customer returns policy.
• Chargeback claims are not eligible for reimbursement through SAFE-T. Visit our chargeback policy for details.
• Orders with an A-to-z Guarantee claim are not eligible for reimbursement through SAFE-T. Please review the help page How to appeal an A-to-z Guarantee Claim.
• If you refuse a return shipment for any reason, the order is not eligible for reimbursement.
• Amazon referral fees will not be reimbursed through SAFE-T.
• Items lost or damaged in transit, either outbound or return, are not eligible for SAFE-T claims. Note: You can raise a claim with the carrier for a possible reimbursement. For a lost/damaged package sent using a Prime carrier service, check how to raise the claim here Carrier operation issues in Seller Fulfilled Prime. For a lost/damaged package sent with a third-party carrier, ask this carrier directly about their reimbursement policy.
• Outbound delivery label charges are not eligible for a reimbursement through SAFE-T. Note: To check if a reimbursement can be provided by the carrier, please read the Terms and Conditions for the carrier service that you agreed to before purchasing shipping.
• If Amazon Customer Service has refunded the customer and the order has a valid return mailing authorization (RMA), wait 15 days before filing a claim. You can verify whether an order has a valid RMA in the Manage Returns section of Seller Central.

3. How can I file a reimbursement claim?

If you have identified that your reimbursement claim falls into one of the eligible use cases described above, follow these steps to file a SAFE-T claim.

1. From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
2. Click File a new SAFE-T Claim, in the top right-hand corner of the page.
3. Enter the Order ID for the return, and then click Check Eligibility.
4. If your order is eligible, proceed to the next step. If not, select an eligible Seller Fulfilled Prime order to file a claim.
5. Select the reason that best describes your case for your reimbursement claim.
6. In your claim, provide details as to why you believe Amazon should reimburse you. For example, the product was returned in an unacceptable condition, or the refund was granted without a return.
7. Attach all necessary supporting documentation (e.g. supportive images, shipping label, tracking ID, delivery proof, or any additional information you see necessary to review your claim), if applicable, and then click Submit SAFE-T Claim. After submitting the claim, it will appear on the Manage SAFE-T Claims page and you will receive an email confirming receipt of your claim. This email is sent to the email ID assigned to receive “Claims notification” in your notification preferences. Please note that any correspondence regarding your claim will be handled directly in Seller Central via the View message button on the Manage SAFE-T Claims page.

4. How do I check the status of my claims?

To track the status of your reimbursement claims, go to Orders > Manage SAFE-T Claims.

• The different tabs on the page allow you to view all claims, claims that await your response, claims that have been resolved and claims that are under investigation.
• Claims that have a status update and require your attention will be highlighted. Additionally, you will receive a notification about updated claims via e-mail.
• All communication related to your SAFE-T claims can be viewed in the communication section of each claim. Click on the respective claim’s View message button to read and respond to messages or upload attachments.
• You can search for claims in the specific time period by choosing the relevant ‘Claim date’ period at the top left.
• You can also search for a specific order ID, ASIN, RMA or SAFE-T ID using the search box on the top right.
• For every claim, you can find the information on Product Name, Quantity, Claim Amount, SAFE-T Claim ID, Reason, Description, Attachments that you provided, Order Date, Claim Date and Claim Status.
• The Manage SAFE-T Claims page will indicate by when you must reply to open claims (see “Reply by <Date> <Time>”) and by when you must appeal resolved claims (see “Appeal by <Date> <Time>”).

5. Can I appeal a claim’s decision?

If you do not agree with a claim’s decision and you have additional information and evidence to support your argument, you can appeal the SAFE-T claim within 7 calendar days of the claim’s decision. To do so, simply reply to the claim decision via the claim’s View message button on the Manage SAFE-T Claims page. Make sure to upload relevant documents by clicking Attach file.

• If your SAFE-T claim has been denied, study the denial notification carefully as it will specify why the claim has been denied.
• Please note that you can only appeal a claim’s decision once. Do not appeal the same claim multiple times without any additional information, or you may be flagged for abuse of the SAFE-T process and action may be taken against your account.
• Selling Partner Support is unable to influence or provide information on SAFE-T claim decisions. Therefore, please interact directly with the SAFE-T team via the View message button on the Manage SAFE-T Claims page, instead of contacting Selling Partner Support.

6. Can SAFE-T claims affect my performance?

When you file a reimbursement claim, you confirm that the details mentioned in the case are true and that any misrepresentation or deviation from the statement may lead to removal of your selling privileges, return of all earlier reimbursements or any other appropriate action by Amazon. Similarly, any attempted abuse of the SAFE-T process or Seller reimbursement policy may lead to performance action on your account.