Chargebacks - No ability to respond
Hi all,
I know that there have been a variety of threads started regarding the lack of ability for a seller to respond prior to Amazon automatically refunding ANY A-Z claim, but I was unaware that this is also now the case for Chargebacks?
We have received the usual pointless email from SS but in our emails it states:
Within seven days, please respond to the dispute or issue a full refund from your account. You can view and respond to disputes on the “Chargeback Claims” page in the “Performance” section of Seller Central (https://sellercentral-europe.amazon.com/gp/chargebacks/home.html). To issue a refund, visit the Manager Orders page in the Orders section of Seller Central (https://sellercentral-europe.amazon.com/gp/orders-v2).
And so obviously, we have gone into the chargeback claim to then find that there is no ability to respond within the seven days, and upon calling SS were then given a guarded response with a verbal email address given should we wish to attempt to contact Amazon directly to provide further information to prove that this chargeback is bogus.
Do you lovely people know if this is the case now? that ANY chargeback can as with A-Z’s also be automatically put through regardless of evidence to prove otherwise?
Many thnaks in advance
Lee 
Chargebacks - No ability to respond
Hi all,
I know that there have been a variety of threads started regarding the lack of ability for a seller to respond prior to Amazon automatically refunding ANY A-Z claim, but I was unaware that this is also now the case for Chargebacks?
We have received the usual pointless email from SS but in our emails it states:
Within seven days, please respond to the dispute or issue a full refund from your account. You can view and respond to disputes on the “Chargeback Claims” page in the “Performance” section of Seller Central (https://sellercentral-europe.amazon.com/gp/chargebacks/home.html). To issue a refund, visit the Manager Orders page in the Orders section of Seller Central (https://sellercentral-europe.amazon.com/gp/orders-v2).
And so obviously, we have gone into the chargeback claim to then find that there is no ability to respond within the seven days, and upon calling SS were then given a guarded response with a verbal email address given should we wish to attempt to contact Amazon directly to provide further information to prove that this chargeback is bogus.
Do you lovely people know if this is the case now? that ANY chargeback can as with A-Z’s also be automatically put through regardless of evidence to prove otherwise?
Many thnaks in advance
Lee
20 replies
Seller_cJms0GbotqqtV
With chargebacks, what Amazon are asking the seller for is any information that may help them contest the claim made by the Bank or card issuer concerned. Relevant information is proof of posting/delivery. Which you can attach to a reply to the email they sent you. You cannot prove that the claim is bogus, eg if it based on the card having been used without the owner’s permission. Provided you can show that you have acted in good faith as a seller, Amazon won’t deduct any chargeback payment from your seller account.
Paul
Seller_EJIX7rqDNQJi2
The chargeback is between your buyer’s bank and Amazon. According to my own experience and also Amazon’s policy, Amazon covers all unauthorised transaction chargebacks even if you don’t submit any response. The outcome is decided by the buyer’s bank so any policies regarding INR or returns don’t apply.
If the status of the chargebak is “Pending” and there is no option to respond, it indicates that no additional information is needed, but you can still respond to the e-mail if you wish:
- Order was placed on (date)
- It was shipped on (date) with tracking number (xxxx) by carrier (carrier name).
- Package was delivered on (date) and signed by (name), link to online tracking showing delivery: (xxxx)
- Any additional information
Seller_LLygqW19Oi1pq
I have had about 5 charge back over time and only in one occasion i was asked to provide evidence that showed i dispatched and delivered to the address the buyer provided, There was an option to respond and i attached a POD from the courier. case closed.
The other 4 times, i only found out when curiously clicking ‘charge back’, to see if i had any. There were all opened and closed, dealt with by amazon.
Seller_94VWxluF6zYyI
We got one a few weeks ago and on responding to it noticed there was one still open from over a year ago. We responded to it at the time, but it’s still open.
Does that mean our funds are still on hold?
Seller_oGr715H7BMBjB
Had this recently. Wait a day or two and you can then defend it.
Seller_gN9g34EIWgbQI
We have just discovered we had a chargeback in November, we received no notification and no way to respond to it… and Amazon held us responsible and took the money from our account. We only came across it while reviewing our accounts.
The customer never contacted us and the item was received the day after posting and well before the estimated delivery date, so the order had followed all Amazons guidelines.
I hope this is not a sign of things to come where not only are A-Z’s automatically granted in the buyers favour, but now any chargebacks automatically coming from our accounts.
Have contacted SS and they gave us an appeal email. Have sent them an appeal and will wait and see if they reverse the chargeback.
Seller_gN9g34EIWgbQI
But surely, if Amazon processed and authorised the payment and released the order to us, Amazon should take the responsibility for the bank issuing a chargeback?
When we have had nothing to do with taking the customers payment, why should we have to pay the chargeback? After all, Amazon is supposed to perform the necessary fraud checks on our behalf.
Seller_gN9g34EIWgbQI
I’m not sure I understand here.
Surely, this is what the chargeback we have received is - an unauthorised transaction? The customer has received the order and it was received on time - so it isn’t an INR or late delivery, so what other chargeback could it be?
