Chargeback processed even though I won the appeal
I need help from a moderator regarding an order. Order #112-1047040-7680252 was place on June 19th, 2024 and shipped out the same day.
Then on September 29th, 2024 I get a notice that the customer has filed a chargeback saying that he got a product that was materially different. I appealed the chargeback with photos of the item he ordered including serial numbers and also gave the tracking info where he signed for the item.
I then get an email saying that I had successfully defended this chargeback. Subsequently the customer filed a second chargeback without my knowledge. I didn't even get a notice of the 2nd chargeback. It wasn't until I checked my performance page did I see the 2nd chargeback. But this time the 2nd chargeback had a note saying I was not responsible for this chargeback because I had already successfully defended the first one.
Now today, I got an email from Amazon saying that they already debited by account for the 2nd chargeback and I can't do anything about it. I don't understand how myself as a seller did everything correct on my side. Fulfilling the order in a timely manner and kept records of the order, then successfully defended a chargeback yet I still lost the sale and gave away the product for free to the customer. I just lost USD 1294.11 and I did nothing wrong.
Pleas help
NJY Holdings LLC
Chargeback processed even though I won the appeal
I need help from a moderator regarding an order. Order #112-1047040-7680252 was place on June 19th, 2024 and shipped out the same day.
Then on September 29th, 2024 I get a notice that the customer has filed a chargeback saying that he got a product that was materially different. I appealed the chargeback with photos of the item he ordered including serial numbers and also gave the tracking info where he signed for the item.
I then get an email saying that I had successfully defended this chargeback. Subsequently the customer filed a second chargeback without my knowledge. I didn't even get a notice of the 2nd chargeback. It wasn't until I checked my performance page did I see the 2nd chargeback. But this time the 2nd chargeback had a note saying I was not responsible for this chargeback because I had already successfully defended the first one.
Now today, I got an email from Amazon saying that they already debited by account for the 2nd chargeback and I can't do anything about it. I don't understand how myself as a seller did everything correct on my side. Fulfilling the order in a timely manner and kept records of the order, then successfully defended a chargeback yet I still lost the sale and gave away the product for free to the customer. I just lost USD 1294.11 and I did nothing wrong.
Pleas help
NJY Holdings LLC
5 replies
Joey_Amazon
Hello @Seller_nCxHveTjv6fc8,
Appreciate you posting here at the forums.
Unfortunately, when it comes to chargebacks were are very limited on how be are able to assist you.
The only way Amazon can intervene is for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
-Joey
Seller_Sram36TnVt73c
you are kind of out of luck as far as chargebacks.
What happened prior to all of this? Did they request a return and/or file an A to Z claim? Or did they go straight for the chargeback?
Some here might suggest contacting their local police department to file a complaint but not sure I would go that route; depends on the amount really.
Seller_hPpxCrHCtgCui
You should not be responsible for funding the chargeback as they are Amazon's customers and you have no control over the payment and how it was authorized. All Sellers are just drop shippers to Amazon's cutomers.
