Hello everyone,

I’m reaching out to seek advice on a troubling situation regarding a chargeback claim for an order fulfilled through Amazon FBA. Here’s a detailed breakdown of the issue:

I recently received a notification from Amazon’s disputes team informing me of a chargeback claim related to the above order. The customer alleges that they did not receive the merchandise. According to Amazon’s instructions, I was asked to either issue a refund or provide delivery confirmation and proof of delivery.

However, there’s a crucial detail: this order was fulfilled entirely by Amazon FBA. This means that Amazon was responsible for all aspects of handling, shipping, and delivery. As a result, I do not have direct access to shipment records or interactions with DHL.

In response to my clarification that the order was managed by Amazon FBA and that I have no control over the shipping process, Amazon’s disputes team insisted that I issue a refund and handle the return with DHL. This request seems unusual and raises concerns about potential miscommunication or attempts to shift responsibility.