Need Help with FBM Safe-T Claim

Hi everyone,

We’re a newer Amazon FBM seller and ran into a tough situation with a customer. I’m hoping to get some advice on how to handle this, as it’s really impacting us.

We recently sold multiple large products to a customer. Here’s what happened:

The Initial Claim: The customer claimed they never received the items and was issued a refund. Our Evidence: We filed a Safe-T claim showing proof of delivery. We have: A copy of the shipping label showing the box size and weight. FedEx delivery confirmation, including a photo showing the correct, larger box. The Changed Claim: After the Safe-T claim, the customer changed their story, saying they received the wrong item, claiming it was a smaller, incorrect product.

I’d like advice on:

Safe-T Claim: What else can we do to strengthen our case with Amazon? Is there any chance Amazon will accept our claim based on the evidence we have? Next Steps: Any tips for handling disputes like this better in the future?

I’d really appreciate any insights or success stories from others who’ve been in similar situations. This has been incredibly frustrating, and I’m unsure how to move forward.

Thanks in advance for any help!