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 be 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.
Note: Amazon may amend the terms of the SAFE-T policy at any time. Any
changes to the policy will be effective upon the posting of such changes on Seller Central or
on the applicable Amazon Site, and you are responsible for reviewing these locations and
informing yourself of all applicable changes.
Frequently asked questions on Seller Fulfilled Prime
1. Can I be reimbursed if Amazon processes a refund on my behalf?
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
refunded to the customer has been deducted 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: An order must have been refunded by Amazon Customer Service to be eligible
for a SAFE-T claim. Claims that do not meet this criterion will be
You may be eligible for reimbursement if:
The shipping label was purchased using Buy Shipping Services and the
tracking shows ‘delivered’ but the customer claims that the item was not
The customer did not return the product (evident by lack of a Return
Merchandise Authorization (RMA) or carrier ‘first scan’ in a return).
Note: This is not applicable to items that are deemed
‘hazmat’ or ‘non-returnable’ by Amazon systems unless the return reason
is buyer faulted. Visit the Charges for the return label
table to learn more about buyer faulted return reasons.
The return was outside of the return window. Note: For further
information on the return window check the Returns policy for Seller Fulfilled
The customer requested a replacement instead of a refund and you
successfully provided a replacement. Note: When opening a
reimbursement claim, please provide the tracking number of the replaced
The customer returned the item in a damaged condition. Note: For
customer-damaged products, the reimbursement will be limited to a
maximum of 50% of the order value of the product. When opening a
reimbursement claim, please send appropriate photo evidence linking the
return to the purchased product.
The wrong item was returned or the item was returned with missing parts.
The return shipping label was refunded even though the buyer was
responsible for paying for return shipping as per the Charges for the return label
table. Note: Item categories clothing, shoes and handbags are
eligible for free returns and not eligible for return label cost
3. How can I file a reimbursement claim?
If you have identified that your reimbursement claim falls into one of the
eligible use cases described above, follow these steps to file a SAFE-T
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.
From the Orders tab in Seller Central, go to Manage SAFE-T
Click File a new SAFE-T Claim, in the top right-hand corner of
Enter the Order ID for the return, and then click Check
If your order is eligible, proceed to the next step. If not, select an
eligible Seller Fulfilled Prime order to file a claim.
Select the reason that best describes your case for your reimbursement
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.
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. After submitting the claim, it
will appear on the Manage SAFE-T Claims page and 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.
Please note that any correspondence regarding your claim will be handled
directly in Seller Central via the View message button on the
Manage SAFE-T Claims
During the investigation process, Amazon investigators might require
you to provide additional information. Failure to provide sufficient
information within 7 calendar days will result in the denial of your claim.
To provide the requested information, either click on the link provided in
the notification e-mail or manually navigate to the respective claim on the
Manage SAFE-T Claims page
in Seller Central. Then click on View message
to respond and (if
applicable) uploadsupporting documentation via the Attach file
button. Please know that it can take up to 24 hours for the claim status
to be updated on the ManageSAFE-T Claims
page, after you
4. How do I check the status of my claims?
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
Claims that have a status update and require your attention will be
highlighted. Additionally, you will receive a notification about updated
claims via e-mail.
All communication related to your SAFE-T claims can be viewed in the
communication section of each claim. Click on the respective claim’s
View message button to read and respond to messages or upload
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.
The Manage SAFE-T Claims page will indicate by when you must
reply to open claims (see “Reply by <Date> <Time>”) and by when
you must appeal resolved claims (see “Appeal by <Date>
5. Can I appeal a claim’s decision?
If you do not agree with a claim’s decision and you have additional information
and evidence to support your argument, you can appeal the SAFE-T claim within 7
calendar days of the claim’s decision. To do so, simply reply to the claim
decision via the claim’s View message button on the Manage SAFE-T
Claims page. Make sure to upload relevant documents by clicking
If your SAFE-T claim has been denied, study the denial notification
carefully as it will specify why the claim has been denied.
Please note that you can only appeal a claim’s decision once. Do not
appeal the same claim multiple times without any additional information,
or you may be flagged for abuse of the SAFE-T process and action may be
taken against your account.
Selling Partner Support is unable to influence or provide information on
SAFE-T claim decisions. Therefore, please interact directly with the
SAFE-T team via the View message button on the Manage SAFE-T
Claims page, instead of contacting Selling Partner Support.
6. Can SAFE-T claims affect my performance?
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.