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This article applies to selling in: France

Seller reimbursement policy for Seller Fulfilled Prime

Amazon provides and has sole discretion in determining all post-order customer service, including customer returns, refunds, and adjustments related to Prime items. You agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Prime items to your seller account. See program terms and customer service for Seller Fulfilled Prime for more information.

Normally you are responsible for issuing a refund for a return on a Seller Fulfilled Prime order. However, in certain situations, Amazon Customer Service may issue a refund to the customer on your behalf. When Amazon issues a refund to a customer and you think you should not held financially responsible for the charge, you may file a claim for reimbursement through the Seller Assurance for e-Commerce Transactions (SAFE-T) process described below.

When a refund is issued to an Amazon customer by Amazon Customer Service and charged to you as a seller, you may file a claim for a reimbursement from Amazon. At Amazon’s sole discretion, you may be issued a reimbursement in cases where Amazon determines that you were not at fault.

Possible cases for reimbursement by Amazon

You might be eligible for reimbursement if a customer has been refunded by Amazon Customer Service for one of the following reasons and the amount reimbursed to the customer has been taken from your seller account. This list does not guarantee a reimbursement, and Amazon maintains all rights to determine what reimbursement value, if any, is issued.

Note: Amazon reserves the right to change and/or amend the terms of the SAFE-T policy at its sole discretion, without any prior notice to sellers and the seller shall be responsible for reviewing these changes and informing itself of all such applicable changes.
Note: An order must have already been fully refunded to be eligible for a SAFE-T claim. Filed claims that do not meet this criterion will be automatically denied.

You may be eligible for reimbursement if:

  • Shipping label was purchased using Buy Shipping Services. The customer claims that an item was not received, however tracking shows ‘delivered’. Amazon Customer Service issued a refund to the customer but customer did not return the product (evident by lack of a Return Merchandise Authorization (RMA) or carrier ‘first scan’ in a return). This is not applicable to items that are deemed ‘Hazmat’ or ‘Non-returnable’ by Amazon systems unless the return reason is buyer faulted. Visit Charges for the return label table to learn more about buyer faulted return reasons.
  • Amazon Customer Service initiated a return on behalf of a customer for an item that is outside of the return window.
  • The customer requested a replacement instead of a refund, and you successfully provided a replacement, but your order was still refunded. (Please provide tracking number for the replaced order)
  • The item was returned in damaged condition by the customer (please send appropriate photo evidence linking the return to the purchased product).
  • Wrong item was returned or item was returned with missing parts.
  • Amazon Customer Service issued a refund to the customer for return shipping label, even though the buyer was responsible for paying for return shipping as per policy. (Item categories clothing, shoes and handbags are eligible for free customer returns and not eligible for the return label cost reimbursements)

Reimbursement values and restrictions

Note: Reimbursement claims must be submitted within 60 calendar days of a refund being charged to your account.
  • Any order that has not been refunded by Amazon Customer Service cannot be claimed for reimbursement.
  • FBA orders and A-Z claims are not covered by this policy.
  • Reimbursements for a single item will not exceed EUR 4,000. For items valued at more than EUR 4,000, we suggest that you purchase third-party insurance.
  • For customer-damaged products, the reimbursement will be limited to a maximum of 50% of the order value of the product.
  • Any part of Amazon fees or delivery label charges will not be reimbursed.
  • Items lost or damaged in transit, either outbound or return, by any carrier other than Amazon Shipping is not eligible for SAFE-T claims. You can raise a claim with the carrier for a possible reimbursement. For a lost/damaged package sent using Prime carrier service, check how to raise the claim here Carrier operation issues in Seller Fulfilled Prime. For a lost/damaged package sent with a third-party carrier, ask this carrier directly about the reimbursement policy.
  • Refund of outbound delivery cost due to delayed delivery of consignment to the customer. To check if reimbursement can be provided by Prime carrier, please read the Terms and Conditions for the carrier service that you agreed to before purchasing shipping via Seller Central

How to file a reimbursement claim for Seller Fulfilled Prime

Verify that your email is correct and then click Send.

If you have identified that your reimbursement claim falls into one of the use cases described above, follow these steps to file a SAFE-T claim.

Note: If Amazon Customer Service has refunded the customer and the order has a valid return mailing authorization (RMA), wait 15 days before filing a claim. You can verify whether an order has a valid RMA or not in Manage Returns section of Seller Central.
Note: The claim will not be processed if you are not a registered account user. If you are not a registered account user, please contact the account administrator and request that your email address is added to the Registered Users list.

  1. From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
  2. Click File a new SAFE-T Claim, in the top right-hand corner of the page.
  3. Enter the Order ID for the return, and then click Check Eligibility.
  4. If your order is eligible, proceed to the next step. If not, select an eligible Seller Fulfilled Prime order to file a claim.
  5. Select the reason that best describes your case for your reimbursement claim.
  6. In your claim, provide details as to why you believe Amazon should reimburse you. For example, the product was returned in an unacceptable condition, or the refund was granted without a return.
  7. Attach all necessary supporting documentation (e.g. supportive images, shipping label, tracking ID, delivery proof, or any additional information you see necessary to review your claim), if applicable, and then click Submit SAFE-T Claim. You will receive an email confirming receipt of your claim. This email is sent to the email ID assigned to receive “Claims notification” in your notification preferences.
Note: During the investigation process, Amazon investigators might require you to provide additional information. In such a case, you will receive an email from safe-t-review@amazon.fr. You should reply directly to this email with the information or clarification sought by Amazon. Failure to provide sufficient information in 7 days will result in the denial of your claim.

Tracking reimbursement status

To track the status of your reimbursement claims, go to Orders > Manage SAFE-T Claims.

  • The different tabs on the page allow you to view all claims, claims that await your response, claims that have been resolved and claims that are under investigation.
  • You can search for claims in the specific time period by choosing the relevant ‘Claim date’ period at the top left.
  • You can also search for a specific order ID, ASIN, RMA or SAFE-T ID using the search box on the top right.
  • For every claim, you can find the information on Product Name, Quantity, Claim Amount, SAFE-T Claim ID, Reason, Description, Attachments that you provided, Order Date, Claim Date and Claim Status.

Appealing SAFE-T claim decisions

  • If your SAFE-T claim has been denied, study the denial email carefully as it will specify why the claim has been denied.
  • If you have additional information that could strengthen your case, reopen the claim within 7 days of claim decision by replying to the denial email from safe-t-review@amazon.fr with additional information. You can only do this once.
  • Do not reopen the same claim multiple times without any additional information, or you may be flagged for abuse of SAFE-T process and action may be taken against your account.
  • Do not discuss SAFE-T decisions with Selling Partner Support, because they are unable to influence the decision on a SAFE-T claim. Instead, you should interact directly with the SAFE-T team.

SAFE-T claim and reimbursement abuse

When you file a reimbursement claim, you confirm that the details mentioned in the case are true and that any misrepresentation or deviation from the statement may lead to removal of your selling privileges, return of all earlier reimbursements or any other appropriate action by Amazon. Similarly, any attempted abuse of the SAFE-T process or Seller reimbursement policy may lead to performance action on your account.

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