Chargeback despite being resolved and proof of delivery (Buy shipping via Amazon) Mod assistance requested
Re: Chargeback Issue
Dear Forum Users
In my 8 years of selling on Amazon have I missed something here?
Short overview:
- Item (234$ Value) sold on Amazon
- Shipping purchased via BUY SHIPPING on Amazon
- Shipping with Signature confirmation
- Item delivered within 4 days fully tracked
Then:
- Chargeback opened
- I had uploaded all relevant information to Amazon
- Chargeback resolved "You are not responsible for this chargeback" early January 2024
Today: (following email received)
As you know, a chargeback was received from the buyer credit card company with respect to the order 112-4907898-8765850. At that time, we informed you of the chargeback and invited you to provide information that we could use to represent this chargeback.
Amazon has forwarded all the information and documents that you provided for this transaction. However, after reviewing the representment, the card issuer has closed the dispute on the customer's favor.
As the representment was unsuccessful, you are responsible for this chargeback. As per Amazon Business Solutions Agreement, Amazon will debit your account for 234.79 USD.
My question:
Is this allowed?
Especially as I purchased the shipping via "Buy Shipping on Amazon" I am generally covered for any issues regarding delivery.
Surely as I have followed all policy requirements:
- Shipped on time
- Shiped with signature confirmation
- Shipped to the correct address
- Purchased shipping via Amazon
In this case I am not financially responsible for this? Or have I overseen something?
I Look forward to any input
Thanks
Chris
Chargeback despite being resolved and proof of delivery (Buy shipping via Amazon) Mod assistance requested
Re: Chargeback Issue
Dear Forum Users
In my 8 years of selling on Amazon have I missed something here?
Short overview:
- Item (234$ Value) sold on Amazon
- Shipping purchased via BUY SHIPPING on Amazon
- Shipping with Signature confirmation
- Item delivered within 4 days fully tracked
Then:
- Chargeback opened
- I had uploaded all relevant information to Amazon
- Chargeback resolved "You are not responsible for this chargeback" early January 2024
Today: (following email received)
As you know, a chargeback was received from the buyer credit card company with respect to the order 112-4907898-8765850. At that time, we informed you of the chargeback and invited you to provide information that we could use to represent this chargeback.
Amazon has forwarded all the information and documents that you provided for this transaction. However, after reviewing the representment, the card issuer has closed the dispute on the customer's favor.
As the representment was unsuccessful, you are responsible for this chargeback. As per Amazon Business Solutions Agreement, Amazon will debit your account for 234.79 USD.
My question:
Is this allowed?
Especially as I purchased the shipping via "Buy Shipping on Amazon" I am generally covered for any issues regarding delivery.
Surely as I have followed all policy requirements:
- Shipped on time
- Shiped with signature confirmation
- Shipped to the correct address
- Purchased shipping via Amazon
In this case I am not financially responsible for this? Or have I overseen something?
I Look forward to any input
Thanks
Chris
2 Antworten
Seller_slcJxslsNqLov
I would like to add the following as this is strange:
This morning the chargeback detail showed:
"You are responsible for the chargeback and have resolved it by directly reimbursing the customer"
Now all of a sudden it shows:
"You are not responsible for this chargeback or its reimbursement"
Despite this update, the funds are still deducted from my Seller Account
Picture enclosed
Tatiana_Amazon
Hi @Seller_slcJxslsNqLov,
Thank you for providing a detailed summary of this chargeback issue. I wanted to tackle the question of whether or not this allowed first:
Amazon Buy Shipping is absolutely essential when it comes to protecting yourself against claims that are filed with Amazon directly (e.g. A-to-Z claim). However, chargebacks are filed with the buyer's credit card company and Amazon is not able to control the decisions made there beyond appealing the credit card company's decision on your behalf. To be clear, the the buyer's credit card company has the final decision on this matter. You can learn more about this at this help page.
That being said, I also see your screenshot of the changed dispute decision. Likely what has happened here was the chargeback team appealed the claim with the credit card company on your behalf and initially the credit card company came back with no change in their resolution. On January 14th, the chargeback team likely appealed again based on the evidence you already provided them and won the second appeal. You will likely see the charge either drop off be reimbursed.
I see that it has been 5 days since you posted this so if you have not seen a reimbursement, please reach out to Seller Support for additional help with that. If you have already reached out to them and still need help, go ahead and provide me with a case ID here.
Tatiana
