Hi all,

We recently had a case where a buyer returned an empty box. The item was completely missing from the return package.

We followed the correct process:

Inspected the return

Denied the refund

Contacted Amazon support and followed their instructions

Submitted a SAFE-T claim with photo evidence

Amazon still refunded the buyer under “Return processing error” without verifying the contents of the return.

We then submitted clear images showing:

The returned package

Shipping waybill / return label

Tracking details

However, the SAFE-T claim was rejected stating that the images were not validated or not clear, even though the return label is visible.

This raises a serious concern:

Amazon refunds buyers immediately without checking, but when sellers provide evidence, it gets rejected on technical reasons.

Has anyone faced similar cases where empty box returns were not reimbursed?

What exactly does Amazon expect as “valid evidence” in such cases?

At this point, it feels like sellers are left to absorb the loss even when clearly scammed.

Any advice would be appreciated.

We declined return reason of customer because it was out of policy request. He wanted to return it after 35 days later from delivery. 2 days later, Amazon made refund on our behalf, claimed that it was not out of policy request.

Talked with several people, each one of them told different reasons about why we are not right. We beat every claim of them by providing their own policies about return. Their last claim is, Estimated Delivery Time is the prior reason to decide whether If the return is out of policy or not.

Thats a lie, because I sent them screenshots of policy and it's SO obvious, most of the products return window is 30 days and that period STARTS AFTER DELIVERY. Not ESTIMATED DELIVERY TIME.

Customers are lying, Amazon staff is lying. What happened to this place ?!

Case ID is 18674608161 for any honest MOD ( If there is any left)