Overview

Amazon has broadened its SAFE‑T (Seller Assurance for E‑commerce Transactions) reimbursement program to include orders fulfilled through Seller Flex. The change, announced in early 2024, gives merchants who use the hybrid fulfillment model a formal channel to claim compensation for inventory that is lost, damaged, or returned in an unexpected condition. Sellers who rely on Seller Flex should review the new process because it directly affects the financial risk tied to last‑mile delivery and return handling.

Key Points

• SAFE‑T now applies to Seller Flex — Merchants can submit reimbursement requests for qualifying losses on Seller Flex orders through the existing SAFE‑T portal.
• Last‑mile loss coverage — Claims are accepted for items that disappear or sustain damage while Amazon’s delivery network transports them to the customer.
• Return‑in‑transit protection — If a product is damaged while being shipped back from the buyer to the seller’s warehouse, the incident qualifies for reimbursement.
• Condition‑mismatch returns — Sellers may seek payment when a returned item arrives in a state that does not match the condition originally sold (e.g., “new” returned as “used”).
• Full‑and‑final payout rule — Once Amazon approves a claim, the payment is considered final; the claim cannot be reopened or supplemented.

How SAFE‑T Claims Work for Seller Flex

1. Access the SAFE‑T dashboard — Log in to Seller Central, navigate to the “Safety & Assurance” section, and select “Create a SAFE‑T claim.” For example, a seller who discovers a missing package for Order #123‑4567890‑1234567 would click “New Claim” and choose “Seller Flex – Delivery Loss.”
2. Provide order and loss details — Enter the Amazon order ID, SKU, quantity, and a brief description of the loss (e.g., “package not delivered, tracking shows “Delivered – No Signature”). Upload supporting files such as carrier tracking screenshots, photos of the damaged parcel, or return‑to‑origin notices.
3. Submit supporting documentation — Attach any evidence that proves the item was in acceptable condition before hand‑off, such as pre‑shipment photos, packing slips, or inspection reports. A seller who photographed a high‑value electronics item before it entered the delivery pipeline would include that image to strengthen the claim.