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:
-
From the Performance menu, select
Chargeback Claims.
-
Click Represent your case.
Note:
-
Represent your case option is listed under both
All and Action Required tab.
-
You also can represent your case by replying to the chargeback email with the
requested information.
-
Read the Review the Chargeback and Order
Details section.
-
Complete the Represent your case
section.
-
Buyers do not see your comments; they
are for Amazon investigators only.
-
Provide the shipping date, the
shipping method used, and any tracking information. If the buyer claims they received an
item that is materially different from what they saw on the website, we might request
information about the item.
-
We encourage you to include any
correspondence you might have had with the buyer in your response to our
notification.
-
Include as much information as
possible in your initial response. If you don't provide a sufficient response, don't
adhere to the Business Solutions Agreement, or the card issuer decides in favor
of the cardholder, we will debit your account.
-
Include as much information as
possible in your initial response. If you don't provide a sufficient response, don't
adhere to the Business Solutions Agreement, or the card issuer decides in favor
of the cardholder, we will debit the chargeback amount from your account.
-
Click Continue to submit your
response.
An Amazon investigator reviews the information provided,
creates supporting documentation ("representment"), and submits it to the issuing bank on
your behalf. We will contact you if further information is required.
The final outcome can take up to 90 days (or longer in rare
cases) from the date the charge was represented to the issuing bank. We will inform you of
the outcome, via email, only if you are financially responsible for the chargeback. The
email will outline the reasons why.
If you feel that you were debited for a chargeback in error,
reply to the email. We will review your dispute. However, in the majority of cases, the
issuing bank's decision is final and there is no recourse to appeal that decision.