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.
respond to a chargeback claim in one of two ways:
Note: 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, do the
From the Performance menu,
Click Represent your
Note: You also can represent
your case by replying to the chargeback email with the requested information.
Read the Review the Chargeback and Order
Complete the Represent your case
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
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.
Click Continue to submit your
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.
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
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.