Chargeback Fraud and ODR
I've got a good old fashioned chargeback fraud case, and I'm wondering if anyone has suggestions.
This is my first chargeback in over 2 years! A customer bought a large item from us and wanted to return it. Nothing wrong with it, she just didn't like it. We are FBM and provided an unpaid return label and clear instructions. She contacted us through Amazon several times, asking for a refund without return (nope) or a free label to return it because she didn't want to pay to send it back.
We told her (and Amazon backed us up) that she would have to send it back at her own expense. We gave extremely clear instructions and help to facilitate it. It was a very large item so I'm sure it was a pain and expensive to return, and we tried to be helpful.
So, she filed a chargeback. I don't know what she told the CC company, but I think she must have said she never got it, because that's the info we were asked for to prove our case. Luckily, it was shipped on time, delivered on time, and we have a signed proof of delivery with the customer's direct signature.
I'm not as worried about losing the chargeback as I am about the order metrics hit. We do CSBA so don't deal with A to Zs, and this is our first chargeback in 2 years (as mentioned earlier). Years ago, I remember that your ODR only took a hit if the chargeback was granted - but I see ours is hit now even though it's pending.
Does anyone have any advice? Is there a way to get the ODR metric hit removed while the chargeback is in process, or because it's obviously fraudulent? I'm wondering if any mods or anyone else has some good advice for me.
Chargeback Fraud and ODR
I've got a good old fashioned chargeback fraud case, and I'm wondering if anyone has suggestions.
This is my first chargeback in over 2 years! A customer bought a large item from us and wanted to return it. Nothing wrong with it, she just didn't like it. We are FBM and provided an unpaid return label and clear instructions. She contacted us through Amazon several times, asking for a refund without return (nope) or a free label to return it because she didn't want to pay to send it back.
We told her (and Amazon backed us up) that she would have to send it back at her own expense. We gave extremely clear instructions and help to facilitate it. It was a very large item so I'm sure it was a pain and expensive to return, and we tried to be helpful.
So, she filed a chargeback. I don't know what she told the CC company, but I think she must have said she never got it, because that's the info we were asked for to prove our case. Luckily, it was shipped on time, delivered on time, and we have a signed proof of delivery with the customer's direct signature.
I'm not as worried about losing the chargeback as I am about the order metrics hit. We do CSBA so don't deal with A to Zs, and this is our first chargeback in 2 years (as mentioned earlier). Years ago, I remember that your ODR only took a hit if the chargeback was granted - but I see ours is hit now even though it's pending.
Does anyone have any advice? Is there a way to get the ODR metric hit removed while the chargeback is in process, or because it's obviously fraudulent? I'm wondering if any mods or anyone else has some good advice for me.
11 replies
Seller_uXdxiyQT9miaE
@Veronica_AmazonI know you have been helpful to others with chargeback issues - any advice for me? We already responded to the chargeback with all relevant information.
Seller_z4uE5P2y92SX8
Just supply the info to Amazon that they request. In the notes, mention that the order shipped and delivered on time and that the customer was wanting a refund without return. You will almost never lose a chargeback unless you didn't ship the order or it was shipped late, etc. Amazon assumes the payment risk for fraud, that's included in the fee you pay them.
Seller_7ksAtfeKUR48g
Never use CSBA. They don't care about your ODR. For FBM seller, you have to take ODR into your own hands.
Seller_3Xqm5QNNmYQrw
Charge backs automatically will go against your ODR, could take up to a month before it is resolved and the mark on your ODR remains through out this process. It's unfair but amazon does not care, the best thing to do in the future is eat the shipping and send them a pre-paid label to return it. It's 50 50 if you will win the charge regardless of your proof so better to pay the shipping then deal with charge backs.
Seller_CW0P5hgbsiqWX
Always respond to a chargeback. Remember a chargeback is between you and the credit card company and Amazon only passes your statement on. buyers know how to play the system, so you have to know how to play a better game.
You base your reply only on the facts, which you seem to have missed. Your response should be based on only one thing.
This Chargeback Should be Denied Based on the Following:
This is an Amazon Online Purchase. Buyer purchased (item) at the cost of ($AA.aa) and requested a return claiming defective. Amazon has in place a return and refund policy for defective items which the buyer agreed to when signing up to use the site.
Buyer (use his name) has not returned the item for a refund. (Buyer Name) wants to keep the product and seek a reimbursement from the issuing credit card. Not only it this a violation of Amazon buyer policy, but it's also an attempt to defraud the credit card company.
When the item is returned, (buyer Name) will receive the refund desired.
Your name, company
In 20 years, we have never lost a chargeback on Amazon.
Seller_uQQJPKq6Ej475
Hi, I am in your boat. I have a similar issue with complete proof of delivery. Customer filed a charge back and I am now guilty until proven innocent.
I will win the chargeback dispute. I have never lost one. However, the defect is ridiculous unless you lose the dispute.
Seller_EAMvME2HYSSei
This is good information for myself as a new seller. I'm happy that everything went well for you
Seller_APRtaC6lplB3D
RIGHT HERE IS YOUR PROBLEM.
"She contacted us through Amazon several times, asking for a refund without return (nope) or a free label to return it because she didn't want to pay to send it back."
Amazon is spending millions on being "Customer Centric"
Why should the customer pay to return the item back to you?
I know it cost a lot, that is your problem.
Amazon wants FREE RETURNS, Walmart is closing in fast on Amazon.
All the orders you get and you can not offer a PREPAID RETURN LABEL?
Why not? If you did you would have won the chargeback, in most cases the customer would have never even used the PREPAID RETURN LABEL anyway.
Always offer FREE RETURNS, eBay and other platforms reward you for doing it, so does Amazon, but the differance with Amazon is, they expect you to do offer FREE RETURNS.
Seller_DdmPiA1p1S2Wu
I'm also in a similar situation. I shipped an order of around $1200 which was shipped on time with Amazon Buy Shipping and delivered to the buyer early with photo evidence of the delivery. The items they ordered are exactly as described. I received a chargeback within a day or two of the delivery with no information as to why. The buyer never contacted me at all, and I messaged them asking why they initiated a chargeback, and they didn't reply. I'm guessing it's just pure fraud to try and get the items for free.
Quincy_Amazon
Hello @Seller_uXdxiyQT9miaE
Thank you for posting your inquiry to the Forums.
I came across your thread and wanted to inquire whether you got resolution on your concern regarding the chargeback claim. If you still need assistance, please feel free to update this thread with the related order ID number and I can take a look.
Regards,
Quincy_Amazon
