Chargeback - Unable to provide any defense.
Hello All
Hope all is well. Any mods here please help me with an order. I cannot get anywhere with customer service, every single message they send is directed to the buyer. I respond and say I am the seller, and nothing! Order 111-4976859-8216225 for $734.46. Received message today " As previously advised, a chargeback was received from the buyer's credit card company with respect to the order below. At that time, we informed you of the chargeback and invited you to provide information that we could use to represent this chargeback. Because we did not hear back from you, Amazon.com was required to advance money to the credit card company on your behalf."
I have been protected for every single chargeback up until this point. When I got the chargeback, I went to respond and the area for me to respond was not an option, only said "This chargeback is being processed." I contacted customer service about this, and as mentioned before they responded to me as if I were the customer. Phone support was no help either. So, I let it be thinking Amazon would defend me on an order that was delivered, no problems, no returns, no A-Z.....standard fraud! Instead I get this message today. I also have another chargeback with the same issue 111-9279115-5441862. I was/am unable to provide any kind of defense. I am not happy whatsoever. Can someone please help.
Thank you so much :)
Chargeback - Unable to provide any defense.
Hello All
Hope all is well. Any mods here please help me with an order. I cannot get anywhere with customer service, every single message they send is directed to the buyer. I respond and say I am the seller, and nothing! Order 111-4976859-8216225 for $734.46. Received message today " As previously advised, a chargeback was received from the buyer's credit card company with respect to the order below. At that time, we informed you of the chargeback and invited you to provide information that we could use to represent this chargeback. Because we did not hear back from you, Amazon.com was required to advance money to the credit card company on your behalf."
I have been protected for every single chargeback up until this point. When I got the chargeback, I went to respond and the area for me to respond was not an option, only said "This chargeback is being processed." I contacted customer service about this, and as mentioned before they responded to me as if I were the customer. Phone support was no help either. So, I let it be thinking Amazon would defend me on an order that was delivered, no problems, no returns, no A-Z.....standard fraud! Instead I get this message today. I also have another chargeback with the same issue 111-9279115-5441862. I was/am unable to provide any kind of defense. I am not happy whatsoever. Can someone please help.
Thank you so much :)
48 Antworten
Seller_i6S8knzW6zU6Z
Hi @Seller_TNGt4Y2bie81C,
I understand this is a frustrating situation, especially with such high-value orders. Let me share what the help pages say about chargeback situations:
According to the "Chargebacks" page (https://sellercentral.amazon.com/help/hub/reference/G48781):
- Amazon is responsible for payment-related fraud chargebacks
- Sellers are responsible for service-related chargebacks (like non-receipt claims)
The "Respond to a chargeback claim" page (https://sellercentral.amazon.com/help/hub/reference/G202145040) outlines the standard process:
- Access chargeback claims through the Performance menu > Chargeback Claims
- Click "Represent your case" under either "All" or "Action Required" tab
- If you feel debited in error, reply to the chargeback email for review
The help page also notes that "in the majority of cases, the issuing bank's decision is final and there is no recourse to appeal that decision." If you have a case ID from your seller support interactions, you could post it here to help the moderators look into your situation and potentially escalate it with the right team.
Kind regards, Michael
Seller_rscxKt18JvzuA
I have exactly the same issue. No way to submit the documentation on the charge back page. I opened a case but it was transferred. I have never received a reply from a transferred case.
Xander_Amazon
Hi @Seller_TNGt4Y2bie81C- I came across your post and wanted to check in, any updates you can share with us?
Xander_Amazon
@Seller_TNGt4Y2bie81CGot it. I will escalate it to my partner team to review. I appreciate you sharing this with me!
Xander_Amazon
@Seller_TNGt4Y2bie81C- can you give me the case id associated with the email above? I want to reach out to that agent.
Seller_TNGt4Y2bie81C
Sure, I believe it to be 17139021551. This case was transferred, then I received a reply via email on the 8th. Perhaps if a search can be run on the emails sent to me To me - Sat, Feb 8 at 3:04 AM..Ty. :)
Xander_Amazon
Ok I went ahead and submitted an escalation!
Seller_TNGt4Y2bie81C
Ty Xander. I very much appreciate the engagement. $1200 locked in 2 chargebacks I was never able to defend. First time in 6 year history, I have lost chargebacks. I have to admit, Amazon...the modz here have been exceptionally helpful! Every instance requiring another look at. I chalk up certain losses as a cost of doing business. I really hope these do not fall in that category. Sincere appreciation either way!
Xander_Amazon
Quick update - it is under review. You should be hearing back from the team in the next few days.
Xander_Amazon
Hey @Seller_TNGt4Y2bie81C- Circling back, have you heard back from the team yet?
Seller_TNGt4Y2bie81C
No sir, not yet. Will update here if anything changes. Ty for checking in :)
