卖家自配送 Prime 退款赔偿政策
卖家自配送 Prime 赔偿政策
亚马逊将提供并自行决定所有售后客户服务，包括与 Prime 商品相关的买家退货、退款和调整。您同意亚马逊将与 Prime 商品相关的任何退货、退款或其他调整和优惠费用记入您的卖家账户。请参计划条款中的客户服务部分和卖家自配送 Prime 的客户服务，了解更多信息。
注意： 亚马逊保留在不向卖家提供任何事先通知的情况下自行决定更改和/或修订 SAFE-T 政策条款的权利，卖家应负责查看这些变更，并了解所有此类适用的变更。
通常，您负责为卖家自配送 Prime 订单的退货商品发放退款。但是，在某些情况下，亚马逊可能会代您向买家发放退款。当亚马逊向买家发放退款，且您认为自己不应对该费用承担经济上的责任时，您可以通过卖家电子商务交易保证 (SAFE-T) 提出索赔，以获得相应赔偿。
有关卖家自配送 Prime 赔偿的常见问题
1.如果亚马逊代表我处理退货，我能否获得赔偿？
如果买家因以下一种原因获得了亚马逊提供的退款且赔偿给买家的金额已从您的卖家账户中扣除，那么您可能有资格获得赔偿。
注意： 订单必须已全额退款（可能会根据退款政策从退款中扣除退货配送费用或重新入库费）方可符合 SAFE-T 索赔的条件。不符合此标准的已提交索赔将会被自动拒绝。
以下是您可能有资格获得赔偿的场景。此列表中的场景并不保证您能获得赔偿，亚马逊将保留确定所发放赔偿金额（如果有）的所有权利：
买家表示他们从未收到商品，但是我有证据证明这一点： 如果符合以下条件，则您有资格获得赔偿：您通过“购买配送服务”购买了要求签名的配送服务，且追踪信息显示已通过买家签名确认收货，但买家声称他们未收到包裹，并且亚马逊已发放了退款。
注意： 除非退货原因是买家的过错，否则由于被亚马逊指定为不可退还状态而未退货的订单不符合提出赔偿的要求。
买家退回的已残损商品： 如果商品退还给您时处于不可售状况，且亚马逊确定您没有过错，则您有资格获得赔偿。（请发送相应的照片证据，将退货与所购商品关联起来）。
买家退回的商品不是我发送的商品： 如果退回给您的商品存在重大差异且亚马逊确定您没有过错，那么您就有资格获得赔偿。
我已经为买家更换了商品，但亚马逊仍为买家退款： 如果买家请求换货而不是退款，且您已成功提供换货商品，但该订单仍被退款，则您就有资格提出赔偿。（请提供换货订单的追踪编码）。
在退货运输途中 托运人残损或丢失的订单： 在退货运输途中残损或丢失的订单不符合亚马逊赔偿的条件。根据合同，您是登记托运人，可向承运人提出索赔来弥补损失。
注意： 如果订单由 Amazon Shipping 配送，您应在此处直接向 Amazon Shipping 提出索赔。
买家在退货期限过后退回了商品： 如果亚马逊代表买家退回的商品超出了退货有效期，您就有资格获得赔偿。
注意： 亚马逊根据最长预计送达日期以及额外的 3 天商品盖邮戳时间来计算卖家自配送订单的退货有效期。
即使买家负责支付退货运费，亚马逊仍向买家发放了退货配送标签的退款： 如果在“预付费退货的退货原因代码”帮助页面中列有买家过错的退货原因，则您有资格获得赔偿。
2.针对卖家自配送 Prime 订单提出赔偿索赔是否有任何限制？
赔偿存在以下限制：
只有亚马逊代表您向买家发放的退款才有资格获得赔偿。如果由您向买家发放了退款，则不符合获得赔偿的条件。
您必须在账户被收取退款费用后的 60 个日历日内提交赔偿索赔。
每个订单编号只能提出一次索赔。
单一订单的赔偿金额不得超过 $5,000。对于价值超过 $5,000 的商品，我们建议您购买第三方保险。
本政策不适用于信用卡拒付索赔。请参阅我们的完整信用卡拒付政策以了解详情。
如果您因任何原因拒收退货的货件，则相应订单不符合赔偿的条件。
3.如何提出赔偿 (SAFE-T) 索赔？
注意： 如果亚马逊已向买家退款，且订单具有有效的退货邮寄授权 (RMA)，请等到您收到商品或至少 15 天后再提出索赔。您可以在卖家平台的“管理退货”部分中验证订单是否具有有效的 RMA。
注意： 如果您不是注册账户用户，则系统不会处理您的索赔。如果您不是注册账户用户，请联系账户管理员，请求将您的电子邮件地址添加到“注册用户”列表中。
在卖家平台的【订单】选项卡中，转至【管理 SAFE-T 索赔】。
点击页面右上角的【提出新的 SAFE-T 索赔】。
输入退货所对应的订单编号，然后点击【检查资格】。
如果您的订单符合要求，请继续执行下一步操作。如果不符合要求，请知悉您无法通过申诉来申请针对此订单编号提出和审核索赔。
选择最能描述您的赔偿索赔问题的原因。
请在索赔中详细说明您认为亚马逊应向您提供赔偿的原因。例如，亚马逊向您超额收取了退货标签的费用，或者退回商品的状况不可接受。
如果适用，请附上所有必要的证明文件（例如，支持图片、货件标签、追踪编码、配送证明或您认为审核索赔所必需的任何其他信息），然后点击【提交 SAFE-T 索赔】。您将收到一封确认已收到您索赔申请的电子邮件。
您将在提出索赔后的 7 个日历日内收到一封电子邮件，告知您索赔决定的相关事宜。此电子邮件将发送至在通知首选项中指定用于接收“退货和索赔通知”的电子邮件地址。
注意： 在调查过程中，亚马逊调查员可能会要求您提供其他信息。在这种情况下，您将收到一封来自 safe-t-review@amazon.com 的电子邮件。您应直接回复此电子邮件，并提供亚马逊寻求的信息或说明。如果未能在 7 天内提供充分的信息，则可能会导致您的索赔遭拒。
4.如何查看索赔的状态？
要追踪您的赔偿索赔的状态，请转至【订单】>【管理 SAFE-T 索赔】。
通过页面上的不同选项卡，您可以查看所有索赔，包括等待您回复的索赔、已解决的索赔和调查中的索赔。
您可以选择左上角“索赔日期”旁边的框来选择日期范围，从而搜索特定时间段内的索赔。
您也可以使用右上角的搜索框来搜索特定订单编号、ASIN、RMA 或 SAFE-T 编号。
对于每个索赔，您都可以找到商品名称、数量、索赔金额、SAFE-T 索赔编号、原因、说明、您提供的附件、订单日期、索赔日期、索赔状态、赔偿金额和退货请求日期的相关信息。
5.我可以对 SAFE-T 索赔提出申诉吗？
如果您不同意 SAFE-T 的行管决定，但您拥有其他信息和证据来支持您的观点，则可以在索赔决定发布后的 7 天内对 SAFE-T 索赔提出申诉，方法是回复来自 safe-t-review@amazon.com 的拒绝电子邮件。您只能对 SAFE-T 索赔提出一次申诉，因此请仔细研究拒绝电子邮件，因为其中会指定索赔被拒绝的原因。
注意： 请勿在没有任何额外信息的情况下多次重新开启同一索赔，否则亚马逊可能将您标记为滥用 SAFE-T 流程，并对您的账户采取相应的措施。
注意： 请勿与销售伙伴支持团队讨论 SAFE-T 决定，因为他们无法影响针对 SAFE-T 索赔做出的决定。相反，您应通过发送电子邮件至 safe-t-review@amazon.com 直接与 SAFE-T 团队互动。
6.SAFE-T 索赔是否会影响我的绩效？
提出 SAFE-T 索赔不会对您的绩效指标产生不利影响，但是任何试图滥用 SAFE-T 流程或卖家赔偿政策的行为可能会导致您的账户出现绩效问题。
在提出赔偿索赔时，您确认情况中提供的详情属实，任何虚假陈述或歪曲都可能导致亚马逊撤销您的销售权限、收回之前所有的赔偿或采取任何其他相应措施。
亚马逊官网原文详情：
Seller Fulfilled Prime Refund Reimbursement Policy
Seller Fulfilled Prime Reimbursement Policies
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 customer service section in Program Terms and customer service for Seller Fulfilled Prime for more information.
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.
Normally, you are responsible for issuing a refund for a return on a Seller Fulfilled Prime order. However, in certain situations, Amazon may issue a refund to the customer on your behalf. When Amazon issues a refund to a customer and you think that you should not be held financially responsible for the charge, you may file a claim for reimbursement via the Seller Assurance for e-Commerce Transactions (SAFE-T).
Frequently Asked Questions on Seller Fulfilled Prime Reimbursements
1. Can I be reimbursed if Amazon processes a return on my behalf?
You might be eligible for reimbursement if a customer has been refunded by Amazon for one of the following reasons and the amount reimbursed to the customer has been taken from your seller account.
Note: An order must have already been fully refunded (return shipping cost or restocking fee may be deducted from the refund in accordance with the refund policy) to be eligible for a SAFE-T claim. Filed claims that do not meet this criterion will be automatically denied.
Below are the scenarios that you might be eligible for a reimbursement. This list does not guarantee a reimbursement, and Amazon maintains all rights to determine what reimbursement value, if any, is issued:
Buyer said they never received Item, but I have proof: You are eligible for reimbursement if you purchased delivery shipping label through Buy Shipping Services, and the tracking shows the item is delivered but the customer claims they did not receive the package.
Note: Orders not returned because they are designated as unreturnable by Amazon are not eligible for reimbursement unless the return reason is buyer faulted.
Buyer returned damaged item: You are eligible for reimbursement if an item is returned to you in unsellable condition and Amazon determines you were not at fault. (Please send appropriate photo evidence linking the return to the purchased product).
Buyer returned item that was not what I sent: You are eligible for reimbursement if a materially different item is returned to you and Amazon determines you were not at fault.
I already replaced Buyer’s item, but Amazon still refunded them: You are eligible for reimbursement if 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).
Shipper damaged or lost order in return transit: Orders that are damaged or lost in return transit are not eligible for reimbursement from Amazon. Contractually, you are the shipper of record and may file a claim with the carrier to recover any loss.
Note: if the order was delivered by Amazon Shipping, you should raise a claim directly with Amazon Shipping here.
Buyer returned item after the return period: You are eligible for reimbursement if Amazon initiated a return on behalf of a customer for an item that is outside of the return window.
Note: Amazon calculates the return window for Seller Fulfilled Orders based on maximum estimated delivery date and three days additional time for postmarking the item.
Amazon issued a refund to the customer for return delivery label, even though the customer was responsible for paying for return delivery: You are eligible for reimbursement if return reason is listed at customer fault inReturn Reason codes for Prepaid Returns help page.
2. Is there any restrictions for filing a reimbursement claim for a Seller Fulfilled Prime Order?
The following restrictions apply to reimbursements:
Only refunds that issued to customers by Amazon on your behalf is eligible for reimbursements. You are not eligible for reimbursement if you issued refund to the customer.
Reimbursement claims must be submitted within 60 calendar days of a refund being charged to your account.
You can file only one claim per Order ID.
Reimbursements for a single order will not exceed $5000. For items valued at more than $5,000, we suggest that you purchase third-party insurance.
FBA orders are not covered by this policy. See FBA customer returns policy for FBA reimbursement policy.
Chargeback claims are not covered by this policy. See our full chargeback policy for details.
Orders with an A-to-z Guarantee claim are not eligible for SAFE-T claims (you have the ability to Appeal an A-to-z Guarantee claim).
If you refuse a return shipment for any reason, the order is not eligible for reimbursement.
3. How can I file a reimbursement (SAFE-T) claim?
Note: If Amazon has refunded the customer and the order has a valid return mailing authorization (RMA), wait until you receive the item or at least 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.
From the Orders tab in Seller Central, go to Manage SAFE-T Claims.
Click File a new SAFE-T Claim, in the top right-hand corner of the page.
Enter the Order ID for the return and then click Check Eligibility.
If your order is eligible, proceed to the next step. If not, please know that there is no appeal option to request the claim be filed and reviewed for the Order ID.
Select the reason best describes your case for your reimbursement claim.
In your claim, provide detail as why you believe Amazon should reimburse you. For example, you have been overcharged for the return label or the product was returned in an unacceptable condition.
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
You will receive an email regarding the decision within 7 calendar days of filing the claim. This email is sent to the email ID assigned to receive “Returns and Claims Notifications” 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.com. 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.
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 under investigation.
You can search for claims in the specific time period by selecting the box next to “Claim Date” at the top left to select the data range.
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, Claim Status, Reimbursement Amount and Return Request Date.
5. Can I appeal a SAFE-T claim?
If you do not agree with the SAFE-T’s decision, and you have additional information and evidence to support your argument, you can appeal the SAFE-T claim within 7 days of claim decision by replying to the denial email from safe-t-review@amazon.com. You can appeal a SAFE-T claim only once, so study the denial email carefully as it will specify why the claim has been denied.
Note: 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.
Note: 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 via email at safe-t-review@amazon.com.
6. Do SAFE-T claims affect my performance?
Filing SAFE-T claims do not count against your performance metrics, but any attempt to abuse the SAFE-T process or seller reimbursement policy may lead to performance action on your account.
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.
文章来源：亚马逊官方网站
