Can't Reply to Chargeback notice but YOU Amazon already have the information requested.
This morning we received notice of a chargeback as follows (redacted):
Hello,
We are writing to let you know that the credit card issuer has contacted us on behalf of the purchaser of the below transaction because there is currently a dispute involving this transaction.
Order date: 10/02/2023, 08:06
Order number: 1xx-xxxxxxxxx-xxxx
Items Purchased: 1 of (xxxxxxx Pin) for 7.02 USD
Shipping Address: REDACTED
Please provide us with the following information in connection with this transaction in the space below:
-- Confirm the order was shipped.
-- Date the order was shipped.
-- The name of the carrier used.
-- Delivery confirmation or tracking number along with signed proof of delivery, if available.
-- Return and refund policy, as well as cancellation policy.
-- The return shipping address your customer should use to return the merchandise for credit.
Please do not ship the merchandise for this order, if you have not already done so.
Please note that failure to respond to this inquiry within seven (7) days of this e-mail with sufficient information may result in a debit to your Amazon Payments account up to the amount of the transaction in accordance with Amazon’s Business Solutions Agreement (https://sellercentral.amazon.com/gp/help/external/G1791?language=en_US).
We appreciate your cooperation in helping resolve this matter and look forward to receiving your reply.
Amazon.com customer service
www.amazon.com
First - Amazon YOU ALREADY HAVE THIS INFORMATION IN THE SALES RECORD (including the tracking number and proof of delivery to the scammer on October 6). We used Amazon Shipping Services so we should NOT be required to do anything else.
Second - But to be on the safe side we went to the "Chargebacks" button on our dashboard. While it shows the chargeback and says we MUST reply no later than November 25, their is NO option to actually reply.
Third - Amazon this in NONSENSE. All the information is in the record of sale - just find someone who can read English to verify it and dispute the chargeback.
Can't Reply to Chargeback notice but YOU Amazon already have the information requested.
This morning we received notice of a chargeback as follows (redacted):
Hello,
We are writing to let you know that the credit card issuer has contacted us on behalf of the purchaser of the below transaction because there is currently a dispute involving this transaction.
Order date: 10/02/2023, 08:06
Order number: 1xx-xxxxxxxxx-xxxx
Items Purchased: 1 of (xxxxxxx Pin) for 7.02 USD
Shipping Address: REDACTED
Please provide us with the following information in connection with this transaction in the space below:
-- Confirm the order was shipped.
-- Date the order was shipped.
-- The name of the carrier used.
-- Delivery confirmation or tracking number along with signed proof of delivery, if available.
-- Return and refund policy, as well as cancellation policy.
-- The return shipping address your customer should use to return the merchandise for credit.
Please do not ship the merchandise for this order, if you have not already done so.
Please note that failure to respond to this inquiry within seven (7) days of this e-mail with sufficient information may result in a debit to your Amazon Payments account up to the amount of the transaction in accordance with Amazon’s Business Solutions Agreement (https://sellercentral.amazon.com/gp/help/external/G1791?language=en_US).
We appreciate your cooperation in helping resolve this matter and look forward to receiving your reply.
Amazon.com customer service
www.amazon.com
First - Amazon YOU ALREADY HAVE THIS INFORMATION IN THE SALES RECORD (including the tracking number and proof of delivery to the scammer on October 6). We used Amazon Shipping Services so we should NOT be required to do anything else.
Second - But to be on the safe side we went to the "Chargebacks" button on our dashboard. While it shows the chargeback and says we MUST reply no later than November 25, their is NO option to actually reply.
Third - Amazon this in NONSENSE. All the information is in the record of sale - just find someone who can read English to verify it and dispute the chargeback.
2 replies
Seller_vSOOwekJLU6c0
One time, I had a charge back for $2,000 just because the customer did not like the item.
It was outside the return window. I refused a return.
I lost the charge-back. When I lost the charge-back I researched charge-backs in general. They're all terrible and customers constantly abuse them. I had no idea. I told my father about it and he even told me he did that once.
If I were you, I would open a case and say its your response to the charge-back because there is no button to reply on the page. Seller support will ignore you and tell you to reply to the charge-back. Just reopen the case and rephrase that there is no button.
Micah_Amazon
Hello @Seller_4K7eqIN4GuF2E,
Thank you for reaching out. When a buyer contacts their credit card company to request a chargeback, the credit card company will contact Amazon to request details about the transaction. In turn, Amazon will contact you via email to request transaction information.
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.
Note: You can refund or represent an Action Required chargeback in Seller Central even if you have not received the chargeback email from Amazon.
You must respond to any chargeback claim within seven calendar days of the email date. If you do not respond, we might debit your account for the transaction. You should also reply to any additional requests for information within the time frame stated in the request.
To represent your case in Seller Central, do the following.
If this does not suffice, please open a seller support case for additional support. You can post the case ID into this thread.
Cheers,
Micah
