Overview

Amazon's Service SAFE-T (Seller Assurance for E-commerce Transactions) claims program provides a way for service sellers to request reimbursement when they believe a customer refund was issued unfairly. Understanding how this process works is essential for protecting your revenue when disputes arise on completed service orders.

Key Points / What Sellers Need to Know

• SAFE-T is a reimbursement request process - It allows service sellers to file claims when a manual payment is needed for an order and the seller was not at fault for the issue that triggered a customer refund.
• Amazon has sole discretion - Filing a claim does not guarantee reimbursement. Amazon reserves full authority to determine whether a reimbursement is warranted and what value will be issued.
• One claim per order - Sellers may only file a single SAFE-T claim per order, and only for orders assigned to them.
• Flat reimbursement rate - Approved claims are reimbursed at a flat rate of $50.
• No impact on performance metrics - Filing a SAFE-T claim does not count against your seller performance metrics, so there is no penalty for submitting a legitimate dispute.
• Strict response deadlines apply - If Amazon investigators request additional information, sellers have just two business days to respond before the claim is automatically closed.

Eligible Scenarios for Reimbursement

Sellers may qualify for a SAFE-T reimbursement under several circumstances. If a service appointment could not be completed through no fault of the seller, a claim may be filed. Sellers who have been charged a penalty fee they believe is incorrect can also dispute the charge through this process. In cases where Amazon determines an order was cancelled unintentionally or incorrectly, reimbursement may be available. Additionally, when Amazon has pre-approved a second service appointment to correct an issue, sellers can file a claim after documenting that the follow-up appointment has been completed. It is important to note that these scenarios represent possible eligibility and do not guarantee that a claim will be approved.