Chargeback - no protection?
I received a chargeback claim in October for an order that was delivered. It was fulfilled perfectly and delivered on-time. It was a luxe little item, value $110 and beautifully packed.
In November, we received notice that the customer created a chargeback and that we needed to provide several pieces of information. That day we provided all information, including a link to the proof of delivery with signature of the recipient. We received confirmation of its receipt and that we would be contacted if anything else was needed.
Incidentally, there is no mention of wanting or doing a return - nor was one received.
Last week (2-1/2 months later) we were informed that the customer's credit card company did not honor our dispute. We were debited for the sale, with a remark from Amazon that "you are responsible for the chargeback as per policy and that Amazon will not make further representations". We disputed this with message that we provided all required information, including POD. It ws denied with that same "credit card issuer is the final say".
We don't know:
a) The reason
b) any way to contact the customer (emails have been blocked and the phone # process is no longer functtioning for this order)
c) The credit card carrier - bank, or anyone to contact.
For all we know, the card was fraudulent , the real card holder deniedd the charge., but Amazon accepted the order and passed it to us. So we haven't anyway to pursue this further.
I am certain that if we had provided this same information for a sale made directly with a credit card provider, through our own processor, we would be made whole with all the proof provided. Unless of course the card was fraudulent and we hadn't heeded the flags given on authorizqtion.
Amazon, this is really not okay.
The order was for $110.00, so worth talking about.
I had thought that Amazon's fees covered possible fraud. Didn't you?
I have "sucked-it-up" on many annoyances and losses, but this is wrong.
Only 1 other time in our 15 year history with Amazon have we had a chargeback. Amazon took our info and we never heard about it again. That is what I would expect when an order is shipped and documented properly.
Are you aware of this? Opinion? Advice?
Chargeback - no protection?
I received a chargeback claim in October for an order that was delivered. It was fulfilled perfectly and delivered on-time. It was a luxe little item, value $110 and beautifully packed.
In November, we received notice that the customer created a chargeback and that we needed to provide several pieces of information. That day we provided all information, including a link to the proof of delivery with signature of the recipient. We received confirmation of its receipt and that we would be contacted if anything else was needed.
Incidentally, there is no mention of wanting or doing a return - nor was one received.
Last week (2-1/2 months later) we were informed that the customer's credit card company did not honor our dispute. We were debited for the sale, with a remark from Amazon that "you are responsible for the chargeback as per policy and that Amazon will not make further representations". We disputed this with message that we provided all required information, including POD. It ws denied with that same "credit card issuer is the final say".
We don't know:
a) The reason
b) any way to contact the customer (emails have been blocked and the phone # process is no longer functtioning for this order)
c) The credit card carrier - bank, or anyone to contact.
For all we know, the card was fraudulent , the real card holder deniedd the charge., but Amazon accepted the order and passed it to us. So we haven't anyway to pursue this further.
I am certain that if we had provided this same information for a sale made directly with a credit card provider, through our own processor, we would be made whole with all the proof provided. Unless of course the card was fraudulent and we hadn't heeded the flags given on authorizqtion.
Amazon, this is really not okay.
The order was for $110.00, so worth talking about.
I had thought that Amazon's fees covered possible fraud. Didn't you?
I have "sucked-it-up" on many annoyances and losses, but this is wrong.
Only 1 other time in our 15 year history with Amazon have we had a chargeback. Amazon took our info and we never heard about it again. That is what I would expect when an order is shipped and documented properly.
Are you aware of this? Opinion? Advice?
1 Antwort
Micah_Amazon
Hello @Seller_7JyFjFrtkONfS,
Thank you for posting your inquiry to the Forums.
Once you have represented your case and have submitted your response, an Amazon investigator reviews the information provided, creates supporting documentation, and submits it to the issuing bank on your behalf. You will be contacted if further information is required so please continue to monitor your chargeback claims page and email address on file.
I have included some help pages below on chargeback claims for your reference if needed:
Cheers,
Micah
