Hello fellow Amazon sellers and Amazon team,

I would like to share a recent experience that has been extremely disappointing for our business.

An order worth 9,400 AED (Order ID: 407-1639560-8005158) was delivered to the customer and used for 11 months and 25 days. Nearly one year later, the customer contacted support claiming the item was defective. The return was authorized and a full refund was issued.

As a seller, it is very difficult to understand how a product used for almost 12 months can reasonably be classified as “defective” in a way that justifies a full refund.

We filed a SAFE-T claim to request reimbursement, but the claim was denied with the reason stated as: “item returned defective.”

This response does not address the key concern that the product was used for nearly one year before the defect claim was made. We were not given a meaningful opportunity to present our side before the refund was processed.

Situations like this create significant financial risk for sellers, especially with high-value items. Sellers pay substantial fees to operate on this platform and expect a fair and balanced evaluation when disputes arise.

I believe long-term defect claims should be reviewed more carefully, particularly when they are made almost a year after delivery. Sellers should have a fair opportunity to provide evidence before full refunds are issued in such cases.

I am sharing this experience so other sellers are aware and can take precautions when selling high value products.

Thank you.