I have two SAFE-T claims that are being denied since April 3rd, and both claims are identical in nature.

Order ID's:

114-1872858-5461854

114-2335302-9124268

SAFE-T Claim ID's:

30378-74022-4045715

49947-51631-7552331

I shipped out 46 lbs package which ship in 10"x12"x15" box containing a product we distribute, and each customer requested to return and receive a refund.

Each customer has successfully tricked HAQM into showing the return was successfully delivered because they took the 46 lbs return label and affixed it to an empty padded envelope. We have not received the returned product.

I have provided more than adequate proof that the return was fraudulent and the refund needs to be reversed. One of the customers previously tried to claim they did not receive the product at all, and I denied their refund because UPS provided photographic proof of the package sitting upon their doorstep and was delivered successfully.

HAQM has given invalid reasons for denying the claim.

1) Reason: The issue that you reported is not covered by the SAFE-T policy.

???

2) Reason: The item is non returnable.

This item is returnable and I linked the ASIN and a screenshot showing that this item is returnable. If the item was not returnable, the customer would not have been able to generate a return label.

Dealing with SAFE-T claims is extremely frustrating, as typically the claim will be denied due to invalid reasons until I have appealed numerous times. For these two claims though which the customer committed outright fraud and should be clear cut approvals, I am no longer receiving invalid reasons for why the claims are being denied. The photographic proof of the return labels showing tracking being affixed to empty padded envelopes clearly shows that the 46 lbs product was not returned. I have called HAQM support and they say nothing can be done over the phone and I need to keep appealing. I just want an actual human to review the proof I have submitted and review each claim.