As announced in my previous article, Amazon created a new SAFE-T Communication Center on Seller Central, which has now been officially launched.
You can now view and respond to all your SAFE-T related messages on the Manage SAFE-T claims page in Seller Central by clicking the ‘View message’ button. You can use this mode as an alternative to communicating with Amazon via email for your SAFE-T claim related messages.
Contrary to the original belief, only Seller Fulfilled Prime orders, MFN Prepaid Return Label orders, Easy Ship orders and VAS orders, are eligible for SAFE-T claims.
Here you can view a copy of e-mail where Amazon announced the launch and answered some frequently asked questions:
Here is a copy of the wording in English:
| \[Launch announcement] SAFE-T Communication Center on Seller Central Hello, We are pleased to launch the SAFE-T Communication Center in Seller Central, a new single point of contact for all claim-related communications. The SAFE-T Communication Center enhances your SAFE-T claim experience by organizing communications and making it easier to respond to claim-related questions between yourself and investigators. The SAFE-T Communication Center is accessible now and has been updated with all of your previous claims and correspondence. Frequently Asked Questions: 1. How can I access the SAFE-T Communication Center? Visit the ‘Manage SAFE-T’ claims page (https://sellercentral.amazon.com/safet-claims/ref=xx_safet_dnav_xx) on Seller Central. Each claim on this page will have an option to view message to check correspondence on that claim. Any attachments can also be uploaded from the same tab. 2. How will I know I have a message from Amazon? The navigation menu on the Manage SAFE-T Claims has different tabs depending on the claim status (for example, ‘Awaiting Seller Response’, ‘Resolved’, and ‘Under Investigation’). You can click on respective tabs and the claims with status change or requiring response will be highlighted. You will also get an email notification whenever the status of any claim changes. However, it will be a no-reply email and will contain a link to direct you to the claim on Communication Center on Seller Central. 3. How can I determine the date and time within which I need to respond or appeal? The Communication Center will have an indication “Reply by <Date> <Time>” against each claim. For resolved claims, the timeline to respond will be indicated as “Appeal by <Date> <Time>”. 4. How can I appeal a resolved claim? You can appeal a resolved claim (Grant or No-Grant) via the reply option available on all resolved claims. 5. Does any claim related policy change with this launch? No. There will be no change to any claim related policy. 6. What about my existing claims for which I have responded via email? Communications on all existing and resolved claims in the past will be available in the Communication Center. For more information, go the following Help pages: • https://sellercentral.amazon.com/gp/help/G202109110 • https://sellercentral.amazon.com/gp/help/G202175000 The Amazon Services team\ |
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