Overview

Amazon's Seller Assurance for E-Commerce Transactions (SAFE-T) program provides a financial safety net for merchants who fulfill their own orders. When a buyer returns an item and Amazon issues a refund that gets deducted from the seller's account, the SAFE-T program gives sellers a path to recover those funds if the return was not their fault. Understanding how this program works is essential for any seller-fulfilled merchant looking to protect their margins.

Key Points / What Sellers Need to Know

• SAFE-T covers seller-fulfilled orders only — This reimbursement program is specifically designed for merchants who ship orders themselves, not those using Fulfillment by Amazon (FBA), which has its own separate reimbursement process.
• Claims are filed after a refund is issued — You can only submit a SAFE-T claim once Amazon has already deducted the refund from your seller account and credited the buyer.
• Amazon decides fault at its sole discretion — Reimbursement is not guaranteed. Amazon reviews each claim individually and determines whether the seller was at fault for the return.
• Replacements are also covered — The program does not only apply to refunds. If Amazon issues a replacement to the buyer at your expense, you may also be eligible for reimbursement.
• Documentation is critical — Sellers must provide supporting evidence such as tracking information, photos of the item condition, and communication records to strengthen their claim.

How the SAFE-T Program Works

The SAFE-T claim process begins after Amazon processes a buyer return and deducts the refund amount from your seller account. If you believe the return was not your fault — for example, the buyer returned a different item, the product was used and returned in unsellable condition, or the return was made outside the return window — you can file a SAFE-T claim through Seller Central. To do this, navigate to the Orders section, locate the relevant order, and submit the claim with all required documentation. Amazon typically reviews claims within a few business days, though complex cases may take longer. You will receive a notification in Seller Central with the outcome of the review.