Buyer Charged back an order we shipped with amazon buy shipping which have "Claims Protected" Amazon Refunded and too the money from my acocunt !!!
Hi Everyone
i shipped a product the a customer using amazon buy shipping program, product was shipped on time and it was delivered with UPS
UPS provided proof of delivery with image, showing the package was delivered. Customer claimed they did not got the package and filed a chargeback with thire credit card company, we replied to the chargeback ON TIME , providing everything that was requested , including the proof of delivery with image, we also mentioned amazon that this order is CLAIMS PROTETED,
we got a reply stating the following
"However, after reviewing the representation the credit card company closed the chargeback on customer's favor and Amazon.com was required to advance money to the credit card company on your behalf. This message is to inform you of that result and to let you know that you are responsible for this chargeback per our agreement with you."
My Question is , WHY ??????? Amazon do not honor thire own policy, this order is CLAIMES PROTECTED !!!!!!!
we followed amazon policy , Shipped on time, there is proof of delivery with image, we replied to the chargeback on time
if anyone can tell me what am i missing here ?
Thank You
Buyer Charged back an order we shipped with amazon buy shipping which have "Claims Protected" Amazon Refunded and too the money from my acocunt !!!
Hi Everyone
i shipped a product the a customer using amazon buy shipping program, product was shipped on time and it was delivered with UPS
UPS provided proof of delivery with image, showing the package was delivered. Customer claimed they did not got the package and filed a chargeback with thire credit card company, we replied to the chargeback ON TIME , providing everything that was requested , including the proof of delivery with image, we also mentioned amazon that this order is CLAIMS PROTETED,
we got a reply stating the following
"However, after reviewing the representation the credit card company closed the chargeback on customer's favor and Amazon.com was required to advance money to the credit card company on your behalf. This message is to inform you of that result and to let you know that you are responsible for this chargeback per our agreement with you."
My Question is , WHY ??????? Amazon do not honor thire own policy, this order is CLAIMES PROTECTED !!!!!!!
we followed amazon policy , Shipped on time, there is proof of delivery with image, we replied to the chargeback on time
if anyone can tell me what am i missing here ?
Thank You
3 replies
Seller_i6S8knzW6zU6Z
Hi @Seller_y0z1Z0pLxLprG,
I truly understand how frustrating this situation is, especially since you did everything right - shipping on time and having proof of delivery with images.
Unfortunately, there's a distinction in Amazon's policies that explains what happened:
Amazon Buy Shipping Claims Protection (https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397) covers claims made through Amazon's system.
But chargebacks (https://sellercentral.amazon.com/help/hub/reference/G48781) are different:
- These happen when customers go directly to their credit card company
- Per the Business Solutions Agreement, sellers are responsible for these, even with Claims Protection
I know this isn't the answer you were hoping for.
For future high-value orders, signature confirmation might help protect against this type of situation.
Kind regards, Michael
Bryce_Amazon
Greetings @Seller_y0z1Z0pLxLprG,
As outlined in our Amazon Services Business Solutions Agreement:
- You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product.
- Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
To prevent chargeback claims, follow these best practices:
- Use the shipping address provided to you by Amazon. You are liable for any disputes filed for orders you send to a different shipping address.
- Use a shipping method with a valid tracking number.
- Use delivery confirmation (signature required) for high value merchandise.
- Keep a record of the date the order was shipped, the shipping method used, and any available tracking information for at least 6 months after the order date.
You can respond to a chargeback claim in one of two ways:
- Issue an immediate refund. For more information, see Refund Options.
- Represent your case to the credit card company via Amazon. You can represent your case either on the Chargeback Claims page listed in the Performance menu in Seller Central, or by replying to the chargeback email you received from Amazon.
I recommend reading through this page for more information on how to respond to the chargeback. Let me know if you have any additional questions!
- Bryce
