Overview

Amazon has published a new instructional video to help sellers navigate the SAFE-T (Seller Assurance for E-commerce Transactions) claims process for seller-fulfilled orders. The video provides a step-by-step walkthrough of how to file and track claims, which are essential for sellers seeking reimbursement when they incur losses on returns and refunds for orders they shipped themselves.

Key Points

• Step-by-step filing process — The video walks sellers through the exact sequence of actions needed to submit a SAFE-T claim within Seller Central, from locating the relevant order to completing the claim form
• Tracking submitted claims — Guidance on how to monitor claim status after submission, including where to find updates and how to interpret claim statuses
• Eligibility requirements — Overview of which situations qualify for SAFE-T claims and the conditions that must be met before filing
• Supporting documentation — What evidence sellers should gather and attach to strengthen claims and improve approval rates

Common Qualifying Scenarios

• Items not returned — Refund processed despite customer never returning the product
• Damaged returns — Items returned in condition different from how they were shipped
• Unjustified A-to-z claims — A-to-z Guarantee claim granted when seller followed all shipping and handling requirements correctly
• Fraudulent returns — Evidence of buyer abuse or fraud in return process

Time Limits and Documentation

• Defined filing window — Sellers have a limited window after refund is issued to submit SAFE-T claim (missing deadline forfeits reimbursement)
• Photos of returned items — Document condition of returned products immediately upon receipt
• Shipping tracking — Maintain delivery confirmation and tracking records for all seller-fulfilled orders