卖家自配送网络 (MFN) 中的预付费退货标签 (PRL) 赔偿政策

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。

通过卖家电子商务交易保证 (SAFE-T) 索赔,使用卖家自配送网络 (MFN) 中的预付费退货标签 (PRL) 的卖家可针对亚马逊向买家发放退款的决定提出申诉。如果亚马逊确定您不是过错方,那么您可能会获得相应赔偿,具体由亚马逊自行决定。


针对卖家自配送网络中 PRL 的可能赔偿情况

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。

下面列出了您可能有资格获得赔偿的情况。出现这些情况并不代表您一定能获得赔偿,如果要发放赔偿,则赔偿金额由亚马逊自行确定。

在以下情况下,您可能有资格获得赔偿:

  • 亚马逊确定买家存在滥用亚马逊退货或退款政策的行为。

  • 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。您可以在此处找到一些退货原因和相应过错方的示例。

  • 退还给您的商品与原商品存在重大差异,且亚马逊确定您没有过错。

  • 您同意通过买家与卖家消息服务将商品更换给买家,并成功提供换货,但您的订单仍被退款

对于所有赔偿索赔,您应负责回复亚马逊调查员的信息请求。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。


赔偿金额和限制

赔偿存在以下限制:

  • 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。

  • 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。

  • 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。

  • 每个订单编号只能提出一次索赔。

  • 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。


  • 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。

  • 亚马逊商城交易保障索赔的订单不符合 SAFE-T 索赔的条件(您可以就亚马逊商城交易保障索赔提出申诉)。

  • 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。

  • 本政策不适用于亚马逊物流订单。请参阅亚马逊物流买家退货政策,了解亚马逊物流赔偿政策。


如何提出赔偿 (SAFE-T) 索赔

  1. 在卖家平台的【订单】选项卡中,转至【管理 SAFE-T 索赔】。

  2. 点击页面右上角的【提出新的 SAFE-T 索赔】。

  3. 输入退货所对应的订单编号,然后点击【检查资格】。

  4. 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。

  5. 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。

  6. 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。您还可以在【管理 SAFE-T 索赔】页面追踪您的索赔状态。

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。


追踪赔偿状态

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。


对 SAFE-T 索赔决定提出申诉

  • 对于您向 SAFE-T 提出的每个索赔,您将收到一封来自 safe-t-review@amazon.com 的电子邮件,告知您索赔决定。如果您的 SAFE-T 索赔被拒绝,请仔细研究拒绝电子邮件,因为其中会指出索赔被拒绝的原因。

  • 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。有关详细信息,请参阅以下内容。

  • 如果您有可提高索赔说服力的额外信息,则可以在收到索赔决定后的 7 天内回复来自 safe-t-review@amazon.com 的拒绝电子邮件并提供额外信息,以重新开启索赔。您只能重新开启索赔一次。

  • 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。


针对卖家自配送网络中 PRL 的 SAFE-T 索赔和赔偿滥用

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。同样 , 任何试图滥用 SAFE-T 流程或卖家赔偿政策的行为都可能导致亚马逊对您的账户采取绩效方面的惩罚措施。


亚马逊官网原文详情:   

Reimbursement policy for Prepaid Return Labels (PRL) in the Merchant Fulfilled Network (MFN)

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 themselves of all such applicable changes.

Seller Assurance for E-Commerce Transactions (SAFE-T) claims allow sellers using Prepaid Return Labels (PRL) in the Merchant Fulfilled Network (MFN) to appeal Amazon's decision to issue a refund to a customer. 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 for PRL in the MFN

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 is a list of possible cases where you might be considered eligible for a reimbursement. These situations do not guarantee a reimbursement, and Amazon maintains sole discretion to determine what reimbursement value, if any, is issued.

You may be eligible for reimbursement if:

  • Amazon determines that the customer abused Amazon's return or refund policy.

  • An item is returned to you in unsellable condition and Amazon determines you were not at fault. You can find some examples of return reasons and faulted party here.

  • A materially different item is returned to you and Amazon determines you were not at fault.

  • You agreed to replace an item with the customer via buyer-seller messaging and successfully provided a replacement, but your order was still refunded

With all reimbursement claims, it is your responsibility to reply to information requests from Amazon investigators. Failure to provide sufficient information within 7 days will result in denial of your claim.


Reimbursement values and restrictions

The following restrictions apply to reimbursements:

  • Reimbursement claims must be submitted within 60 calendar days of a refund being charged to your account.

  • 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.

  • Reimbursements for a single order will not exceed $5,000. For items valued at more than $ 5,000, we suggest that you purchase third-party insurance.

  • You can file only one claim per Order ID.

  • 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.


  • If you refuse a return shipment for any reason, the order is not eligible for reimbursement.

  • 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).

  • Chargeback claims are not covered by this policy. See our full chargeback policy for details.

  • FBA orders are not covered by this policy. See FBA customer returns policy for FBA reimbursement policy.


How to file a reimbursement (SAFE-T) claim

  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, please know that there is no appeal option to request the claim be filed and reviewed for the Order ID.

  5. Select the reason that 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.

  6. Attach all necessary support documentation (example: supportive images, shipping label, Tracking ID, delivery proof or any additional information you see necessary to review your claim), if applicable , then click Submit Safe-T Claim. You will receive an e-mail 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. You can also track the status of your claim on the Manage SAFE-T Claims page.

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


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 selecting the box next to ‘Claim Date’ at the top left to select the date 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.


Appealing SAFE-T claim decisions

  • You receive an e-mail from safe-t-review@amazon.com for each claim you filed with SAFE-T informing you about the claim decision. If your Safe-T claim has been denied, study the denial e-mail carefully as it will specify why the claim has been denied.

  • 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. Please see below for more information.

  • If you have additional information that could strengthen your case, reopen the claim within 7 days of claim decision by replying to the denial e-mail from safe-t-review@amazon.com with additional information. You can only do this once.

  • 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 e-mail at safe-t-review@amazon.com.


SAFE-T claim and reimbursement abuse for PRL in the MFN

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.


文章来源:亚马逊官方网站