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Ongoing issue with an AtoZ Claim/Chargeback
We had a customer who raised an AtoZ Claim as they had claimed they had not received their item. Label was purchased through Buy Shipping, shipped and delivered on time, signed for etc. It should have been covered by the AtoZ claim guarantee but the claim was closed by Amazon citing "buyer did not respond to request for information". The customer then raised a chargeback which was successfully defended then somehow they raised a second one and Amazon did a poor job of defending it (they did not ask us for further evidence) and the order was refunded. We raised several cases and each time it was referred to the chargeback team who just hid behind the fact that it wasnt their fault and it was the banks decision etc and there was nothing they could do. I raised another case 15888333761 and asked the question that the AtoZ team should be the team to refund this order as it should have been covered there but something went wrong in that process meaning they closed it.
It was documented in this forum post but the post has now been locked.
https://sellercentral.amazon.com/seller-forums/discussions/t/173cd45a-bcac-46e0-896a-9c63172c18cb?
@Joey_Amazon's last comment on there said that it was his understanding that the AtoZ team would get back to me about my claim through the case number above. It's been over a month now and i havent heard anything and the case just says "transferred".
Its a big dollar order and we did everything we were supposed to do from Amazons perspective, we bought the label through Amazon Buy Shipping and shipped on time and delivered on time. Any refund should be funded by Amazon, I cant see where anyone could disagree with that? @Joey_Amazon can you help?
0 replies
Seller_LImVvUWeyiCfQ
Unfortunately, customers who file a second chargeback with their bank after being denied at first always seem to win that second one. Why that is I don't know, but I don't recall any seller ever posting about winning a second filing.
The chargeback decision has nothing to do with Amazon deciding anything, as I'm sure you know. It's 100 percent the bank's decision. And Amazon explicitly states in Seller Help and the ASBSA that they are only responsible for any payment-related fraud chargebacks.
Buy Shipping doesn't cover chargebacks to my knowledge. I'm sorry but you're not going to win this one, and yes it's a cRappy policy. Sorry this happened to you.
Seller_qD0b68Wo456ec
A seller should never see a chargeback.
Amazon makes a point of always telling sellers the buyer is Amazons customer.
Amazon handles the financial part of the sale. Sellers do not see credit card info or address match info. You must ship to supplied address even if its a parking lot in a deserted part of town.
Wouldnt the chargeback be on Amazon. They cover inr with the A-Z guarantee and they cover financial fraud.
They need to tell the bank to have their customer file an A-Z claim.
Thank you
Seller_r9wMm8LrE5iKj
Here, again, is Amazon completely ignoring the legal agreement with which they would merrily shutter your account and seize your funds. It's not a contract if it only applies to one party.
The 2nd chargeback thing really steams me. It comes with ZERO notification to the sellers. You can even pull up the chargeback screen is SS and it will appear that no action is needed or occurring.
Obviously, we should either be given access to participate in refuting the chargeback (since Amazon doesn't appear to dispute 2nd chargebacks at all, or simply lobs the same response expecting a different outcome), or not be held responsible. You can't take away our agency and leave us with responsibility (and not come off like sociopathic aholes).
Then there is the mod/support thing. How many times have we been told "this has been passed to internal teams" or "we'll get back to you" without response? I particularly despise when cases time-out before a response comes, then you get to start from scratch with a new case, either because support is too lazy/underincentivized/overworked/whatever to refer to the prior case, or because crucial info has simply been dropped from the case (does AWS not have enough storage to store some text??).
I think I'm more angry for you than you are for yourself. I applaud your calm in the face of what is obvious theft. Good luck.
Seller_zc50DVO3FE5fz
As others have said, the 2nd chargeback always wins seems to, so far, be 100% true. We've never won a second chargeback, even with indisputable evidence. And there have been hundreds of posts about the same thing on the forums. It seems Amazon never really represents a 2nd chargeback - almost as if they just ignore it and let it go. It's one of those things that maybe eventually someone will take it on through mediation and force Amazon to reveal how they represent the 2nd chargebacks. Until that happens, it'll be shrouded in secrecy why 2nd chargebacks always win against Amazon.
Seller_LozVbcNSprfMf
Hi,
It also happened to me once. The chargeback was granted. Amazon did not help. The same Label was purchased through Buy Shipping, shipped and delivered on time. Buyer used the item for over 30 days.
Seller_LImVvUWeyiCfQ
That was exactly my thought.
Seller_WtOwWhtSrFjva
Must have been the same customer I had. Item showed delivered but they filed a charge back. Twice. I won each time.
Seller_LImVvUWeyiCfQ
Yours is the first post I recall seeing where the seller won a second chargeback. Congrats!!
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