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This article applies to selling in: Germany

Customer Service by Amazon refund reimbursement policy

Amazon provides and has sole discretion in determining all post-order customer services, including customer returns, refunds, and adjustments related to seller-fulfilled Customer Service by Amazon (CSBA) items. You agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to seller-fulfilled CSBA items to your seller account.

When Amazon issues a refund to a customer and you think that you should not be responsible for the charge, you may file a claim for reimbursement via the Seller Assurance for E-commerce Transactions (SAFE-T).

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

You may be eligible for reimbursement if a customer has been refunded by Amazon for one of the following reasons and the amount reimbursed to the customer has been taken from your seller account.

Below are the scenarios where you may be eligible for reimbursement. This list does not guarantee reimbursement, and Amazon maintains all rights to determine what reimbursement value, if any, is issued:

  • The customer said they never received the item, but I have proof: You may be eligible for reimbursement if you provide sufficient proof of delivery (for example, signature confirmation, delivery scan receipt) to the customer’s address on your SAFE-T claim. You may be eligible for reimbursement if you bought the delivery shipping label through the Buy Shipping services, and the tracking shows the item is delivered.
  • The customer did not return the item (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 ‘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. For more information on the return window check the Extended Holiday Returns Policy.
  • The customer requested a replacement instead of a refund and you successfully provided a replacement.
    Note: When opening a reimbursement claim, provide the tracking number of the replaced order.
  • The customer returned the item in damaged condition.
    Note: For customer damaged items, the reimbursement will be limited to a maximum of 50% of the order value of the product. When opening a reimbursement claim, 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.
  • You may be eligible for reimbursement if Amazon determines that the customer repeatedly abused Amazon's return or refund policy and you were not at fault. You have to file a reimbursement request with evidence of how the customer’s behavior abused the return or refund policy.
  • You may be eligible for reimbursement if Amazon determines that a refund to a customer was not according to CSBA Terms &Conditions.

2. Are there any restrictions for filing a reimbursement claim for a CSBA order?

The following restrictions apply to reimbursements:

  • 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 EUR 4,000. For items valued at more than EUR 4,000, we suggest that you purchase third-party insurance.
  • FBA orders are not eligible for reimbursement through SAFE-T. Review the 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. Review 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 when sending to the customer or during the return, are not eligible reimbursement through SAFE-T.
    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, 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 for the return item before filing a claim. You can verify whether an order has a valid RMA or not in the Manage Returns section of Seller Central.

3. How do I file a reimbursement (SAFE-T) claim?

Note: The claim will not be processed if you are not a registered account user. If you are not a registered account user, contact the account administrator and request to have your email address added to the Registered Users list.

Steps to file a reimbursement 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 for reimbursement, proceed to the next step.
  5. Select the reason that best describes your case for your reimbursement claim.
  6. In your claim, provide details about why you believe Amazon should reimburse you. For example, you have been overcharged for the return label or the product was returned in an unacceptable condition.
  7. Attach all necessary supporting documentation (see note), if applicable, and then click Submit SAFE-T claim. You will receive an email confirming receipt of your claim, any future correspondence on your claim should be done on the Manage SAFE-T Claims page.
Note: Supporting documentation includes but it not limited to: supportive images of damaged item, the image of the Return Mailing Label, Tracking ID, delivery proof, or any additional information you see necessary to review your claim.
Note: Communication related to SAFE-T claims can be viewed in the Communication Center in Manage SAFE-T claims page. Each claim on this page will have an option to view the message in order to check correspondence on that claim. Any attachments can also be uploaded from the same tab. You can view updates on your claim in the Manage SAFE-T claims page which will highlight the claims that need your response. You can click ‘View message’ that will open the SAFE-T Communication Center where you can read and respond to the message.
Note: During the investigation process, Amazon investigators might require you to provide additional information. In such a case, you will receive a notification from SAFE-T team and need to reply within 7 calendar days on the same page in the Manage SAFE-T claims. Failure to provide sufficient information within 7 calendar days will result in the denial of your claim. It might take up to 24 hours for the claim status to be updated in the Manage SAFE-T Claims page, after you reply.

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 navigation menu on the ‘Manage SAFE-T Claims’ has different tabs depending upon the claim status (for example, ‘Awaiting Seller Response’, ‘Resolved’ and ‘Under Investigation’). You can click the respective tabs and the claims with status change or requiring response will be highlighted. You will also get an email notification whenever the status of any claim changes. However, it will be a no-reply email and will contain a link to direct you to the respective claims on the SAFE-T Communication Center on Seller Central.
  • You can search for claims in the specific time period by selecting the box next to Claim Date at the top left to select the data range.
  • 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 SAFE-T claim?

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, 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.
  • 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.
  • Selling Partner Support is unable to influence or provide information on SAFE-T claim decisions. Therefore, 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. Do SAFE-T claims affect my performance?

Filing SAFE-T claims does not count against your performance metrics. If you attempt to abuse the SAFE-T process or seller reimbursement policy may lead to suspension or termination of your account for deceptive, fraudulent or illegal activity.

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 earlier reimbursements, or other claims by Amazon (including indemnification and damages claims) against you.

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