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?
Seller_TNGt4Y2bie81C
Good news Xander...One of the 2 charge backs in this thread (order 111-9279115-5441862) just resolved and was successfully defended. Funds in tact. Quiet a surprise as that was also one I could not respond, defend in any way. I'll take it. order 111-4976859-8216225 a $734.46 chargeback remains.
I am happy. Will be sooooo much happier if this concludes in a fair manner as well. Thank you mucho mucho :)
Xander_Amazon
Thanks for the update! X6225 is still under review but hopefully you hear back soon as well.
Seller_TNGt4Y2bie81C
Out of no where the buyer for this order ( 111-4976859-8216225) sends me a gift. As if the universe sent her a message to reach out. However, instead of returning my product, sending money or at least a chocolate bar...she sends me here empty food containers. This is the abuse I deal with my people. Sadly, not a first. Happens on all platforms. Some fair treatment and seller protection, appreciation would be nice here!
Xander_Amazon
That is very weird, absolutely you should submit a report.
Seller_TNGt4Y2bie81C
Ya, pretty weird. Very rare, but at the scale I sell in..I see it now and then. Most buyers are honest and decent. These people are the comedians. Adds some flavor to the job.
Xander_Amazon
Right? Glad you can find humor in it while still making sure to start a paper trail on them...
Seller_TNGt4Y2bie81C
Found time to explore this fraud a bit more (111-4976859-8216225). Originally delivered & signed for Dec 20th. Scribble for signature/address fields. 1 month later on January 22nd, they keep the drone, replace with garbage, drop it back off to USPS as "unclaimed, return to sender package". Since there is no payment for this type of package, it takes weeks to get back. This is why I just now received it. USPS website has all this data. I can request a more in depth, accurate trace..if needed. Pretty burned out here bud, have spent so much time on this already. Your the last stand!. I am pretty much done. Really, really not enjoying being treated like this, and this person getting away with it!
Xander_Amazon
I'm going to flag this with our investigations team. Appreciate you sharing this with me!
Seller_TNGt4Y2bie81C
Yes sir. Need to stress the heading for this thread. I was never able to present this defense. The option to respond was not available. Otherwise, I do not imagine I would have ever lost. Thank you for time Xander. You are the man. MachoNacho out!
Seller_TNGt4Y2bie81C
Hello. hello. Xander, my brother...Am I going to end up eating this, or will amazon step up and protect me? Its been a minute, but still hurts..
