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shouldn't Amazon cover chargeback under Amazon buy shipping policy
I use Amazon Buy Shipping to ship my products. I instructed a customer to file an A to Z claim instead he did a charge back. Should Amazon cover INR charge back under Amazon Buy Shipping policy?
67 replies
Seller_OvL8C4BJWiuS9
Amazon has no control over chargebacks. They are the middleman between you and the buyer's bank.
Seller_2aBKWnR2FC9dK
I agree. Amazon should take responsibility, since Amazon has stated they are Amazons customer and not ours.
Amazon takes the order and we just ship the order and especially if you use amazon buy shipping amazon should cover you
Seller_XYKzyGM1mZEhX
Never instruct a customer to file an A-Z claim! If the customer is dissatisfied, offer a return and instruct them in that process. If a customer claims a DNR or Did Not Receive tell them that you will investigate with the P.O. or whatever carrier and go from there. Amazon claims to cover DNRs only if you use AMZ shipping. No other coverage for buying shipping thru AMZ.
Seller_HP0CuTSNvJvu9
Yeah, that's exactly WHY Amazon should have control over chargebacks. They took the payment and the order, and therefore should be responsible for chargebacks. We have no way to screen the customers for fraud before the sale, that's Amazon's job. Amazon accepts the payment and runs it through their fraud detection tools (or at least I HOPE they do.) In fact, when we receive an order we are almost certain is fraud, per Amazon's policies we HAVE to ship it, else face penalties and possibly loss of seller privileges. For us to shoulder that burden, we should be accepting (or refusing) the customer payment ourselves.
If you tell Sam you're selling a widget, and Sam says "Oh, my buddy Tim wants that. I'll broker that sale if you give me 15%" and you agree, and then Tim doesn't pay Sam (or does a chargeback) that's Sam's problem not yours.
My oft repeated saying here applies: Customers are Amazon's customers until they are a problem; then they're your customer.
Seller_aEzr9PjpfpuxN
Some of you seem to be missing the entire point my post is about how it should work not how it working. the discussion is Amazon should change their policy and cover charge backs for INR if Amazon buy shipping is used
Seller_NaEy7NOsIT9d8
Amazon has as much control over charge backs as any merchant. Charge backs are not automatic, the card issuer gives the merchant an opportunity to defend the transaction and the merchant often wins and the charge back is not processed.
Unfortunately Amazon often cannot be bothered to mount a defense - and rarely contacts the seller for assistance. Preferring to just rollover and not contest the chargeback, not acting in good faith on behalf of a seller. A policy that makes it even more obvious that Amazon should cover the INR cost.
Seller_APRtaC6lplB3D
They do, they reach out to you in an email
or on your account, you then have to represent your case
This is where you research if the package is delivered,
If it isn't refund them NOW
If it is submit your case and your done.
Seller_NaEy7NOsIT9d8
Generally not true. In my case they typically do not notify me of the charge back until it has been decided. In one case as part of that initial notification they stated that I had not summited a response in time - although this fait accompli notification was the first time that I had been informed of that a charge back had even been submitted.
They do, they reach out to you in an email
or on your account
Seller_O1l36ybjBg4zB
I am surprised that nobody has responded citing Amazon's Buy Shipping seller protection policy
"A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate"
I can't tell you how many orders we have dealt with where the buyer files an A to Z claim before a chargeback and the A to Z team reviews the Proof of Delivery when Buy Shipping Services was used and determines the buyer is a thief and denies the buyer's claim.
The buyer then subsequently files a chargeback and Amazon holds the seller responsible and debits the seller. This is wrong on so many levels because using Amazon Buy Shipping promises A to Z protection from buyer fraud , but if the A to Z team denies the buyer a refund and the buyer then opens a chargeback, the seller loses.
Amazon doesn't have to honor their Buy Shipping Services seller protection simply by denying the buyer a refund under A to Z which triggers the buyer to open a chargeback and shifts the loss from Amazon to the seller.
I have been fighting this egregious policy for years to no avail. The Buy Shipping requirements for seller protection should be the same whether it is an A to Z or a chargeback as there is no difference if the seller used Buy Shipping, shipped on-time, and there is Proof of Delivery.
I never post in these forums, but I had to share my 2-cents because I have been fighting this for years.
Roberto_Amazon
Hello! @Seller_aEzr9PjpfpuxN
Roberto from Amazon here. Thank you for your feedback on this issue, we are aware that this has been brought to discussions in the Forums before over the fairness of the resolution of these claims even when using Buy-shipping services.
All selling partners are subject to chargeback claims despite using Buy shipping services. Chargebacks are disputes between you and the credit card company, we will use all the available information you can supply to represent your case, and while using Buy shipping services can help you present a more solid case, it is ultimately the issuing bank's decision and this is often final.
The Amazon Services Business Solutions Agreement outlines chargeback responsibilities in relation to third party sales on Amazon. Below is an outline of those responsibilities.
- Sellers are responsible for chargebacks filed against their selling accounts for service-related reasons, such as non-receipt of the product, quality complaints, etc.
- Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
If you have gone through the appeal process, and you think your case warrants further review, feel free to drop the order details here, and I will evaluate next steps to escalate.
Regards,
Roberto
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