Scammer customer causing ODR impact by filling chargeback claim for 4 orders
Hello Amazon Moderator Team,
@Sunnie_Amazon@Ricardo_Amazon@Jurgen_Amazon
We have received four different orders from the same customer with the following order IDs:
1. 701-1759498-8213039
2. 701-0731704-6287450
3. 701-9461996-1280246
4. 701-9622995-0273861
One of the orders (701-9461996-1280246) was canceled by Amazon itself, so we never shipped it. However, the other three orders were shipped, delivered, and confirmed as received by the customer. Despite this, one week after the delivery of all shipments, the customer filed chargeback claims for all three orders that were successfully delivered and signed for.
For the order that Amazon canceled (701-9461996-1280246), the customer messaged us stating that it was canceled and not received. However, this situation is now impacting our Order Defect Rate (ODR), and it appears to be a clear case of fraud by the customer. They did not initiate any return requests or contact us about any issues with the delivered orders. Instead, they went straight to filing chargeback claims for all three orders.
For reference, I am attaching screenshots of the four order IDs, the three chargeback claims, the customer message, and the ODR impact due to these chargeback claims.
We trust that the Amazon team will assist us in this case by providing financial relief, as it is Amazon’s responsibility to manage chargeback disputes. We believe these chargeback claims should not negatively affect our ODR, as we trusted Amazon to handle the financial transactions.
Thank you for your attention to this matter, and we look forward to your support in resolving this issue.
Best regards,
Team Homelife
Scammer customer causing ODR impact by filling chargeback claim for 4 orders
Hello Amazon Moderator Team,
@Sunnie_Amazon@Ricardo_Amazon@Jurgen_Amazon
We have received four different orders from the same customer with the following order IDs:
1. 701-1759498-8213039
2. 701-0731704-6287450
3. 701-9461996-1280246
4. 701-9622995-0273861
One of the orders (701-9461996-1280246) was canceled by Amazon itself, so we never shipped it. However, the other three orders were shipped, delivered, and confirmed as received by the customer. Despite this, one week after the delivery of all shipments, the customer filed chargeback claims for all three orders that were successfully delivered and signed for.
For the order that Amazon canceled (701-9461996-1280246), the customer messaged us stating that it was canceled and not received. However, this situation is now impacting our Order Defect Rate (ODR), and it appears to be a clear case of fraud by the customer. They did not initiate any return requests or contact us about any issues with the delivered orders. Instead, they went straight to filing chargeback claims for all three orders.
For reference, I am attaching screenshots of the four order IDs, the three chargeback claims, the customer message, and the ODR impact due to these chargeback claims.
We trust that the Amazon team will assist us in this case by providing financial relief, as it is Amazon’s responsibility to manage chargeback disputes. We believe these chargeback claims should not negatively affect our ODR, as we trusted Amazon to handle the financial transactions.
Thank you for your attention to this matter, and we look forward to your support in resolving this issue.
Best regards,
Team Homelife
3 replies
Josh_Amazon
Hello @Seller_iFzXrqb0ohzg8,
This is Josh from Amazon. Thank you for contacting our Forums!
I am sorry to hear about the situation you have experienced with this buyer that has filed chargebacks claims for 4 of your orders. Thank you so much for the information provided. In this case, in order to assist you further, you need to respond to the chargeback claim.
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.
Amazon has a team that examines the details you provide regarding a disputed charge. They compile supporting evidence and documentation, then submit it to the customer's bank on your behalf, advocating for the validity of the charge. If any additional information is needed from you, Amazon will reach out.
The bank's final ruling can take up to 90 days from when Amazon resubmitted the case, though in rare situations it may take longer. You'll only receive an email notification if the ruling states you are financially liable for the chargeback. That email will outline the reasons behind the decision.
In the event you believe an error was made and you were wrongly charged, you can reply to that email to initiate a dispute review process. However, keep in mind that in the majority of chargeback cases, the bank's judgment is considered final and cannot be appealed further.
Please go to Respond to a chargeback claim to see the steps on how to represent your case.
In case you need more help you can always reach out to our Seller Support team.
Kind regards,
-Josh
