chargeback help
got email from Amazon:
"The customer filed a chargeback for Order , After Amazon represented the chargeback for you, the customer re-disputed the charge through their card issuer.The representment in the re-disputed case was unsuccessful and you are responsible for this chargeback. Amazon will debit your account in the amount of $300"
There is nothing wrong with this order. I used "buy shipping service" to ship this order ,and showed delivered. Buyer emailed me and said she ddin't get the order. I just told her to wait for 1 or 2 days to check back.
What should I do right now? never meet this situation before!
chargeback help
got email from Amazon:
"The customer filed a chargeback for Order , After Amazon represented the chargeback for you, the customer re-disputed the charge through their card issuer.The representment in the re-disputed case was unsuccessful and you are responsible for this chargeback. Amazon will debit your account in the amount of $300"
There is nothing wrong with this order. I used "buy shipping service" to ship this order ,and showed delivered. Buyer emailed me and said she ddin't get the order. I just told her to wait for 1 or 2 days to check back.
What should I do right now? never meet this situation before!
18 Antworten
Seller_AXC06kcsKI1qG
there is nothing you can really do if you lose a chargeback claim.
It’s sad that Amazon doesn’t step up to the plate and cover it.
There chargeback page says…
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.
https://sellercentral.amazon.com/help/hub/reference/G202145040
They won’t even tell you the bank name so you can fight it directly.
Seller_LImVvUWeyiCfQ
As Sundance has stated, there is nothing you can do.
The seller who posted this thread was in the same situation.
Seller_4zBzdtgCyS9EI
Sadly, that is not policy. Since you used Amazon shipping, the proper response would have been to ask her to open an A-Z claim, for Amazon to fund, as you used their shipping. If you didn't use Amazon shipping, then you need to refund. Telling a buyer to check back with you in a day or two, is an Ebay thing. Wont fly here.
Seller_R2dP7Hunjcdj0
You SHOULD have received an email from Amazon informing you of the Chargeback Claim, AND how you are to respond to the claim.
This email WILL include exactly the steps you must take to resolve this matter in your favor. To begin with, since you shipped using Amazon Buy Shipping, you can assume that Amazon has the records to verify your defense. Simply respond to the email with the requested information and then...
Wait for Amazon to Resolve the dispute in your favor.
However, your post implies that Amazon defended the Chargeback Claim against you WITHOUT the benefit of your (valuable) input. If this is the case, I must assume that you did not notice the email informing you of the Chargeback Claim, and thus allowed the window for you to defend the claim to expire.
If THIS is the case, I am afraid that you missed your one chance to defend the Claim, and now your only option is to claim the Loss on your Business taxes as a deduction.
Amazon USED to have Chargeback Claims appear on your Seller Central main page as a separate window requiring your attention. Recently Amazon has abandoned this practice completely and now relies solely on email notifications to the Seller to provide the required response.
I, for one, would URGE Amazon to RESTORE the Chargeback Claim to it's proper location on the Seller Central main page where it is less likely to be "Missed" by the Seller.
However, IF, you DID follow proper procedure in defending the Chargeback, and the package DID show as "Delivered" to the Buyer, and you DID purchase postage using Amazon Buy Shipping, AND YET Amazon debited your account anyway, then that is a TERRIFYING prospect for us all...
Please let us know if this is indeed the case...
Seller_8MkHjbVu19jQh
Did you represent the charge back claim when it was filed by providing the information requested? Amazon will typically ask when the item was shipped, who the carrier was, what shipping speed was used, etc.
If you did not represent the claim, it may be unrecoverable. I would still try, as that amount is over my "take it as a loss" amount.
The next step I would take will depend on your answer to if you represented the case.
Moving forward, if an item is running late or has a delivery issue and you have used buy Amazon's buy shipping service, you would advise the customer to open an A to Z claim. Amazon will cover these, though it can also be a fight as they like to haggle on these from time to time.
Seller_aEzr9PjpfpuxN
Did you respond to the charge back? Because Amazon has always covered me on orders that show they are delivered
Seller_EkbLZUYSpmJEy
Then INR was covered by Amazon policy when Amazon buy shipping was used.
You should have told the customer to file an A to Z claim with Amazon for Item Not Received.
For that amount, the order should have had a signature delivery and probably should have been insured in addition to having bought through Amazon buy shipping.
So as we read this, Amazon represented the case and won the first go around. The customer re-disputed and, at that point, Amazon lost the charged back claim on the re-disputed (second) claim.
At this point, it is a learning experience and a tax deduction as a loss.
What we would do in the future:
- Continue to use Amazon Buy Shipping
- Immediately direct a customer to file A to Z for INR should they contact you on the package location (especially if it shows delivered already or is past the expected delivery date).
- Shipping orders over $200 (or what thresh hold amount you determine) with signature required and insurance (to protect your investment).
- Possibly adjust (increase) your pricing a little to cover for this type of event in the future (it's a part of doing business).
- And remember ... credit card companies tend to side with their customers (credit card holders) as that is credit card's money making base.
Just know this type of thing doesn't happen all the time and, as long as you do the things to protect yourself, they won't be as upsetting if it should happen again.
Seller_zc50DVO3FE5fz
Best bet - appeal the chargeback by stating simply:
"We used Amazon's Buy Shipping on this item and shipped on time and according to the tracking it was delivered on time. Because we used Amazon's Buy Shipping to ship this order, we should be protected from Item Not Received (INR) issues. We request that Amazon fund this chargeback due to the fact we used Amazon's Buy Shipping and met all requirements."
Seller_p4aHGJV2iziFh
Appeal the final decision while quoting Amazon policy (since you used Amazon Shipping).
Seller_CW0P5hgbsiqWX
TO dispute a chargeback on Amazon, you have to know how the chargeback system works and what Amazon will do and what Amazon will not do.
1. Amazon will not dispute the chargeback for you. Amazon will send your statement to the credit card company.
Thus, you get one chance to make the response and outcome in your favoir. As you do not know what the customer actually said, stick to the facts. this is how we always respond and have not lost one yet on the Amazon site.
2. This chargeback should be denied. This is an Amazon Website purchase, and Amazon has procedures in place for all buyers to return an item for a full refund no matter why the buyer wants to return the item.
Buyer, (name), has made NO attempt contact Amazon or (your mane) to request a return of the item. (Buyer name) wants to keep the product and receive a refund through the credit card company, which is contrary to the Amazon Buyer Policy and credit card policy.
When the buyer returns the product, then buyer will be refunded through the Amazon site.
Your name.
