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  • Laura Monk

Everything you need to know about Amazon’s newly-launched SAFE-T Communication Center

This Thursday, July 15, Amazon will launch the SAFE-T Communication Center on Seller Central.

SAFE-T, which stands for Seller Assurance for Ecommerce Transactions, was introduced to streamline claims for reimbursement. Within it, Sellers can claim up to 30 days after a refund to a buyer but not before the refund is processed. Valid claims can include where the buyer returns a different or damaged item, a buyer abuses the returns process to get a free return, when Amazon refunds without requiring the item to be returned and if you sent a replacement but a refund was still processed.

So what will the new SAFE-T Communication Center provide? In an announcement, Amazon explained: “On July 15, 2021, we’ll launch the SAFE-T Communication Center on Seller Central. This new center will be the single point of contact for all SAFE-T claim-related communication. You’ll no longer need to respond using email or search your inbox for any SAFE-T claim-related communication.

“When the new center launches, you can visit the ‘Manage SAFE-T Claims’ page on Seller Central, where each claim will have a communication tab or a view message option that lets you check correspondence on that claim. You’ll be able to upload attachments from the same tab, as well as appeal resolved claims directly in the communication center.”

Thompson and Holt Senior Case Handler Laura Monk answers some of the key questions on the new programme.

Where do I access SAFE-T Communication Center?

T&H’s Laura Monk: “Got to the ‘Manage SAFE-T Claims’ page in Seller Central and click on the ‘View message’ button to open the SAFE-T Communication Center. From there, you can read and respond to messages as well as upload any attachments.”

Will the new Center launch change the way I open a new claim?

LM: “No, this process is not affected at all. You simply visit the ‘Manage SAFE-T Claims’ page in Seller Central and click ‘File a new SAFE-T Claim’.”

Will I be told when I have a new message?

LM: “Yes. If the status of your claim changes at any point you will be sent an email that contains a link directing you to details of the change in Seller Central. There is another way to monitor them too - go to the ‘Manage SAFE-T Claims’ page in Seller Central and look through all the various status related tabs such as ‘Awaiting Seller Response’, ‘Under Investigation’ and ‘Resolved’. If there’s been a status change that will be highlighted.”

What do I do if I want to appeal a resolved claim?

LM: “Use the SAFE-T Communication Center to reply directly to the claim in question.”

Will the new system mean any change in the SAFE-T claim policy?

LM: “No, Amazon’s Seller Fulfilled Prime reimbursement policy will remain the same.”

What will happen to my existing claims for which I have responded via email?

LM: “The communication for existing claims that are still open, as well as the resolved ones, will be available in the SAFE-T Communication Center.”

Worried about an Amazon suspension?

If you have found yourself suspended while selling on Amazon, contact Thompson and Holt for a free LiveChat to get your Seller business back online as quickly as possible.

Thompson and Holt are also offering a free month’s trial of their Monitor and Protect service to help sellers prevent a suspension of ASINs or an their account during the COVID pandemic, more information on how to protect your Amazon seller account from a suspension can be found here.

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