I am writing to formally report a serious and ongoing technical issue with the “File a SAFE-T Claim” dashboard on Amazon Seller Central UAE, which has been occurring since the recent SAFE-T dashboard update.

For orders returned and received in damaged condition, the system is preventing sellers from submitting SAFE-T claims within the required 7-calendar-day window, due to an incorrect validation rule applied on the backend.

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Issue Explanation:

When attempting to file a SAFE-T claim for “I have received a damaged/used item” within 7 days of the refund date, the dashboard consistently displays the following red validation message, blocking submission:

“As per proactive reimbursement policy, you will receive a reimbursement after 21 days from the refund issued date. Since 21 days have not passed from the date this order was refunded, this order right now is not eligible for SAFE-T claim.”

Because of this message:

• The system does not allow submission within the 7-day window

• Sellers are forced to wait

• When the claim is later submitted, it is denied by the SAFE-T team for being filed outside the 7-day window

This creates a contradiction where the system blocks timely submission, but claims are later rejected for late filing.

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Technical Root Cause (Based on Policy Alignment):

From a functional and policy perspective, this appears to be a backend validation bug.

The 21-day eligibility condition applies only to:

• “I did not receive the return” claims

However, the same validation logic is currently being applied to:

• “I have received a damaged/used item” claims

This is incorrect and not aligned with the Seller Flex Lost and Damaged Inventory Reimbursement Policy, under which:

• Received damaged items are eligible immediately

• Claims must be filed within 7 calendar days of the refund or return receipt

Applying the 21-day rule to damaged-received orders is a system logic error.

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Example Scenario (Evidence Attached):

• Refund Date: 10-Jan-2026

• Return Received Date: 12-Jan-2026

Today:

• 7 days passed since refund

• 5 days passed since return received

As per policy, the order is eligible for a SAFE-T claim under “Item Received Damaged”.

Despite this, the dashboard still shows the 21-day validation error, blocking submission.

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Impact on Sellers:

• Multiple valid SAFE-T claims denied

• Financial loss of approximately AED 5,000 over the past 2 months

• Claims were valid, timely, and policy-compliant, but blocked by system logic

• Support cases raised, but closed without addressing the root technical issue

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Request to Amazon Team:

1. 1Escalate this issue to the Seller Flex backend / web development team
2. Correct the validation logic so that:

• 21-day restriction applies only to “I did not receive the return”

• “Item Received Damaged” claims remain eligible within the 7-day window

3. Review and reconsider impacted claims affected by this system error

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Case Reference:

Case ID: 11942083622

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This is a serious system issue affecting multiple sellers and causing avoidable losses due to a backend validation mismatch. I request that Amazon treats this as a technical defect, not a seller compliance issue, and resolves it urgently.

Thank you for your attention and support.