Chargeback Reversed Despite Giving Correct Evidence
We have just received a Chargeback Notification that a Chargeback we successfully defended has been reversed.
"Hello,
As you know, a chargeback was received from the buyer credit card company with respect to the order 114-6380188-5495466. 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 6216.25 CAD. "
There are several strange things about this chargeback. Firstly, its in CAD. We are based in the USA and so is the customer. So no idea on that one.
Secondly, the chargeback was based on the customer claiming non delivery of the item. We shipped by Amazon Buy Shipping through FedEX and the item was marked as delivered and signed. It was on time and shipped on time also.
The customer initially raised an AtoZ Claim on May 21, 2024 and it was Closed by Amazon as the customer did not respond to the request for evidence. We had responded to the claim giving the details above showing it was delivered etc.
Then a chargeback came on Jun 12 2024 and Amazon asked for evidence. We responded to the request, gave evidence and said the same things we said in the AtoZ, it was bought using Buy Shipping and it was delivered and signed for on the required dates.
We then received the above email this morning telling us that it had been reversed. It also talks about Amazon inviting us to provide evidence for the second chargeback. We were NOT informed that the second chargeback had been made and NOT invited to provide evidence again.
So all in all despite us doing everything correctly, using Buy Shipping, Shipping on Time etc we have lost a substantial four figure sum of money because Amazon have not backed up their promise of protection for shipping through Buy Shipping.
Any refund should have been funded by Amazon, not us.
Please can someone help us. @Quincy_Amazoni know you have been a great help previously, if you can help on this too i would really appreciate it.
Chargeback Reversed Despite Giving Correct Evidence
We have just received a Chargeback Notification that a Chargeback we successfully defended has been reversed.
"Hello,
As you know, a chargeback was received from the buyer credit card company with respect to the order 114-6380188-5495466. 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 6216.25 CAD. "
There are several strange things about this chargeback. Firstly, its in CAD. We are based in the USA and so is the customer. So no idea on that one.
Secondly, the chargeback was based on the customer claiming non delivery of the item. We shipped by Amazon Buy Shipping through FedEX and the item was marked as delivered and signed. It was on time and shipped on time also.
The customer initially raised an AtoZ Claim on May 21, 2024 and it was Closed by Amazon as the customer did not respond to the request for evidence. We had responded to the claim giving the details above showing it was delivered etc.
Then a chargeback came on Jun 12 2024 and Amazon asked for evidence. We responded to the request, gave evidence and said the same things we said in the AtoZ, it was bought using Buy Shipping and it was delivered and signed for on the required dates.
We then received the above email this morning telling us that it had been reversed. It also talks about Amazon inviting us to provide evidence for the second chargeback. We were NOT informed that the second chargeback had been made and NOT invited to provide evidence again.
So all in all despite us doing everything correctly, using Buy Shipping, Shipping on Time etc we have lost a substantial four figure sum of money because Amazon have not backed up their promise of protection for shipping through Buy Shipping.
Any refund should have been funded by Amazon, not us.
Please can someone help us. @Quincy_Amazoni know you have been a great help previously, if you can help on this too i would really appreciate it.
10 replies
Seller_DdmPiA1p1S2Wu
Unfortunately the Amazon Buy Shipping protection doesn't protect sellers against chargebacks, only A-Z claims. It is really the pits when this happens. Amazon states they will protect you against chargeback claims due to claims of fraud, such as a stolen credit card, but not against claims of non-delivery. I am so sorry this happened to you.
Joey_Amazon
Hello @Seller_RnoJYdlqCE5Tw,
Thank you for utilizing the forums!
There might be some limitations on how I can assist you regarding this particular issue. However, I have requested our internal team to review your issue. I will post here once I have more information.
Thanks,
Joey
Seller_RnoJYdlqCE5Tw
Thank you @Joey_Amazon, I appreciate your efforts on trying to help on this.
Seller_RnoJYdlqCE5Tw
@Joey_Amazon if it helps, i raised a case (15846695561) but it was transferred to the Chargeback Team. I believe that the AtoZ Team need to be contacted on this as the Chargeback Team are now telling me that a case cannot be re-defended once a judgement has been made. My argument is that Amazon should be funding the refund via the AtoZ Case based on the policy that states “If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” They simply shouldnt have closed the AtoZ case that was filed then the customer wouldn't have needed to file a chargeback in the first place.
Interestingly, when i opened case 15846695561 there was an AI response that i have attached. I'm happy that Amazon have added this AI feature but if they dont follow through with what the AI says then just ends up making the whole thing more sour. See attached picture for what the AI said...
Joey_Amazon
Hello @Seller_RnoJYdlqCE5Tw,
Unfortunately, our internal team has shared that "since bank's decision is final on chargebacks, we are unable to challenge the chargeback after the bank closes the dispute."
I am sorry I was not able to be of more assistance with this issue.
Regards,
Joey
Seller_RnoJYdlqCE5Tw
@Joey_Amazon, i appreciate your help and understand that the banks decision is final on these things but it looks like im about to suck up $4000 of refund because Amazon let us down twice.
I don't wish to challenge the banks decision, despite there being enough evidence for us to prove that the item was delivered, I'm challenging AMAZON in terms of the fact that they closed the AtoZ case down despite it having the grounds for Amazon Funding due to us shipping on time and with Buy Shipping. And secondly because they did not inform us that the second chargeback had been raised meaning that we did not have the opportunity to supply them with the overwhelming evidence (that it was signed for and delivered) to defend the chargeback.
Amazon should be funding the refund because they did not apply the correct procedure on the AtoZ case primarily, but also the correct procedure on the chargeback.
In my opinion, the AtoZ team should be the team who fund the refund. Them hiding behind the fact that chargeback decisions by the bank are final is a cop out.
This is not a dig at you personally as i appreciate your help so far, I hope you can see what i have said from my side. Amazon have let us down big time on this with false promises of AtoZ protection which then caused the customer to raise a chargeback.
Seller_RnoJYdlqCE5Tw
@Joey_Amazon i raised a case (15888333761) to ask that the AtoZ team reinvestigate the fact that they closed the claim rather than refund the customer at that point due to the fact that it was delivered on time and bought through Buy Shipping. If you have any way you can help the investigation i would appreciate it. The AtoZ was before the Chargeback and if it had been handled correctly, it would not have resulted in a chargeback in the first place.
Joey_Amazon
Hello @Seller_RnoJYdlqCE5Tw,
It seems your Case ID: 15888333761 has been routed to the A-to-Z Claims Team. It is my understanding that they will reach out to you directly with more information.
Thanks,
Joey
