Return Label and Outbound Shipping Claims
if the seller is claiming for return label overcharge, the return reason code is buyer faulted and the asin has free returns, should you assist or not?
Deny the claim. Return label overcharge claims are not valid and if the asin has free returns option, we won't be granting the return label to the seller.
What's the difference between DNOTR and RNOTR claims?
DNOTR ( Not Received) is for outbound shipments where the buyer claims non-receipt. RNOTR (Returned Not Received) is for return shipments where the seller claims they didn't receive the return.
A seller reports that a buyer returned a counterfeit handbag instead of the authentic item sold. The ASIN is for a luxury handbag. The seller provides clear photos of the returned item and the return label. Is this sufficient evidence to support the seller's claim?
Yes, for non-electronic ASINs like handbags, clear images of the returned item and the return label are generally sufficient evidence to support the seller's claim of receiving a different item.
A seller's claim involves an buyer, but the seller is out of the appeal window. How should you handle this?
Grant the claim and choose "Buyer verified" (BUYAB). For buyer cases, you can often grant the claim even if the seller is technically out of the appeal window.
The seller hasn't explained why they believe Amazon should reimburse them and provided no supporting documentation. How should you handle this?
Set MERCHPEND for 7 days using "Seller needs to provide more info" sub-reason code and request explanation of why they believe Amazon should reimburse them along with necessary supporting documentation.
If the seller claims for return label cost, the asin does not have free returns option, the buyer used a seller faulted return reason code with remorse comments, should you grant or deny the claim?
GRANT the claim, buyer selected a seller faulted return reason code but left comments where the return reason does not seem to be seller's fault.
A seller files an RNOTR claim 10 days after the refund date. The item is returnable and no return tracking is available. What's the appropriate response?
Withdraw the claim (SWDR). Use the "Seller Withdrew Claim" sub-reason code and send the SAFE-T_withdraw_rnotr_15days blurb, as 15 days haven't passed since the refund date.
A seller claims a materially different item was returned but hasn't provided clear images showing the difference between shipped and returned items. What should you do?
Set MERCHPEND for 7 days requesting:
The seller claims the item they got is the wrong item. Would you consider this claim a RNOTR claim or a Matdiff claim?
This claim is considered a Matdiff claim, because seller did get the return but the issue is they got the wrong item back.
The seller claims the buyer returned the wrong camera model, ASIN is a camera, which is considered an electronic asin. Seller provides clear images of the returned camera and return label, is this evidence enough to assist the seller?
No, since the camera is considered an electronic asin, an invoice of the order must be provided as evidence.
A seller is requesting reimbursement for a return label cost on an apparel item marked as "Free Returns" on the product page. The return reason is buyer-faulted. Should you approve the claim?
No, even though the return reason is buyer-faulted, items marked as Free Returns (especially in categories like Apparel, Shoes, Jewelry, and Watches) are not eligible for return label cost reimbursement.
What does DNOTR stand for in SAFE-T claims?
DNOTR stands for " Not Received". It's used when a seller claims the buyer didn't receive an item that tracking shows as delivered.
A seller requests 50% restocking fee for a damaged return, but the images show only minor damage. What's the appropriate action?
Grant a lower percentage based on the Guidelines for charging restocking fees. The maximum 50% is only for severe damage, with lower percentages for minor damage.
A seller requests a restocking fee for a handmade item returned with buyer-faulted reason code. What's the correct response?
Grant the seller proceeds since handmade and customizable products with buyer-faulted return reasons are eligible for reimbursement. Use "Hazmat Buyer fault" as the sub-reason code.
A seller requests a restocking fee for an item returned in perfect condition but after the return window. What percentage should you approve?
Grant up to 20% of the item value for returns outside the return window only. Use "Only out of return window" as the sub-reason code (RTNNA).
The return tracking shows delivered to seller, but you notice the label cost wasn't deducted from a buyer-faulted return. ASIN does not have free returns. Can you proactively reimburse the return label even though the seller is not claiming for it?
Yes, grant the label cost using "Invalid Seller Refund/Debit" (RFNDA) since the label cost should have been deducted for buyer-faulted returns.
A seller claims they haven't received a return 15 days after the refund was issued. The item is returnable and a prepaid return label was provided but not used. How should you proceed?
Grant the claim. Use "Buyer Did Not Return" as the sub-reason code (RLRFD) if 15 days have passed since the refund date, the item is returnable, and there's no evidence of return shipment.
If a seller claims they received the wrong item back from a buyer's return, and the buyer's return reason states "item not the same I ordered," but there are no messages showing the seller admitted to sending the wrong item, should the seller's claim be assisted?
Assist the seller's claim. Without any communication showing the seller acknowledged sending the wrong item, the buyer's return reason alone is not enough to prove the seller was at fault.
A seller requests a restocking fee for an item returned within the return window with no damage, but claims it's missing the original packaging. What's the correct action?
Grant up to 20% restocking fee. When items are returned without packaging (missing or damaged), sellers can be reimbursed up to 20%, even if the item itself is in good condition.
A seller requests reimbursement for outbound shipping costs on a refund processed by (RFS), and the return reason shows buyer fault. How should you proceed?
Grant the outbound shipping cost reimbursement. When RFS automatically processes a customer refund including outbound shipping cost and the return reason is buyer-faulted, the seller is eligible for the outbound shipping reimbursement.
A seller requests outbound shipping costs reimbursement for an RFS refund, but the return reason is seller-faulted. What action should you take?
No grant. Use "Invalid/Insufficient Evidence" as the sub-reason code. Even with an RFS refund, seller-faulted returns are not eligible for outbound shipping reimbursement.
An RNOTR claim is filed for a non-returnable item where the return reason is buyer-faulted. How should you handle this?
Grant the seller proceeds. Use "Hazmat Buyer fault" as the sub-reason code (RFNDA) for non-returnable items with buyer-faulted return reasons.
An item was returned damaged within the return window, but the buyer's original return reason was "received damaged." Should you approve a restocking fee?
No grant. If the customer's return reason is receiving a damaged item, the seller cannot be reimbursed for receiving a damaged return, regardless of current condition.
If the seller requests return label reimbursement, the ASIN doesn't offer free returns, and the buyer chose "not as described" but commented "changed my mind after trying it," should you grant or deny the claim?
GRANT the claim, buyer used a seller faulted return reason code but provided comments that clearly indicate buyer's remorse rather than seller error.
The seller requests return label cost reimbursement for a buyer-faulted return, but the refund to the buyer already deducted the label cost. What action should you take?
No grant. Use the "Deduction Made to Refund" sub-reason code as the label cost was already deducted from the buyer's refund.