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This article applies to selling in: Germany

Respond to a chargeback claim

When a buyer contacts their credit card company to request a chargeback, the credit card company will contact Amazon to request details about the transaction. In turn, Amazon will contact you via email to request transaction information.

You can respond to a chargeback claim in one of two ways:

  • Issue an immediate refund. For full details, see the Refund help.
  • Represent your case to the credit card company via Amazon.
Note: You must respond to any chargeback claim within 7 calendar days of the email date. If you do not respond, we might debit your account for the transaction. You also need to reply to any additional requests for information within the time frame stated in the request.

To represent your case, do the following:

  1. From the Performance menu, select Chargeback Claims.
  2. Click Represent your case. Note: You also can represent your case by replying to the chargeback email with the requested information.
  3. Read the Review the Chargeback and Order Details section.
  4. Complete the Represent your case section.
    • Buyers do not see your comments; they are for Amazon investigators only.
    • Provide the shipping date, the shipping method used, and any tracking information. If the buyer claims they received an item that is materially different from what they saw on the website, we might request information about the item.
    • We encourage you to include any correspondence you may have had with the buyer in your response to our notification.
    • Include as much information as possible in your initial response. If you don't provide a sufficient response, don't adhere to the Business Solutions Agreement, or the card issuer decides in favor of the cardholder, we will debit your account.
  5. Click Continue to submit your response.

An Amazon investigator reviews the information provided, creates supporting documentation ("representment"), and submits it to the issuing bank on your behalf. We will contact you if further information is required.

The final outcome can take up to 90 days (or longer in rare cases) from the date the charge was represented to the issuing bank. We will inform you of the outcome, via email, only if you are held financially responsible for the chargeback. The email will outline the reasons why.

If you feel that you were debited for a chargeback in error, reply to the email. We will review your dispute. However, in the majority of cases, the issuing bank's decision is final and there is no recourse to appeal that decision.

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