We don't get many chargebacks, but, recently, we noticed that the chargeback workflow is somewhat disorganized and, to be frank, seems like a "gotcha!" process. Amazon Community Managers might want to look into this and talk to their team that is responsible for this process. Here is an example:

-Order ID 114-1101154-8033862 (shipped on March 30, 2025, delivered overnight on April 1, 2025).

-Chargeback is sent by CC issuer to Amazon on July 9, 2025, according to Amazon.

-Amazon sends us an email about this chargeback at 8:42 am PT on July 10, 2025. That email says that we have to respond to this inquiry within 7 days of this email (i.e. by 8:42 am PT on July 17, 2025, if my math is correct). When we go to Chargebacks at Seller Central, there is no option to represent our case. It just says "This chargeback is being processed."

-We reply to the chargeback notification email with the information that was requested on the same day, July 10, 2025. We immediately receive an auto-reply from Amazon, thanking us for the message and stating that "If you have sent order related information for the chargeback, then you can consider this as an acknowledgment for receiving chargeback details. The team will review the details and forward the documents/the information you provided to the customer’s card issuer if the dispute is eligible for Representment."

-You would figure that's all right? Wrong. On July 15, 2025, we accidentally go to the Chargeback page at Seller Central and we see that this same order is waiting for us to submit our representation. And this time it's asking us for the same shipping details (in a slightly different format) and just notes. Email was asking for more stuff (return/refund/cancellation policy, return address, etc.) And it tells us that we have until July 16, 2025 to submit this information, which is just 1 day away. Moreover, the deadline is now shorter than originally stated in Amazon's email.

We submitted the information again, and it's now showing (again) that "This chargeback is being processed."

As you can see, the process is broken. I have many questions:

-What happened to the information I originally emailed and received an acknowledgement from Amazon for receiving chargeback details?

-Why was there a change in the deadline?

-Why didn't I receive any email from Amazon, asking me to submit the information online (after, apparently, Amazon failed to enter the representation we submitted via email, as initially requested)?

-Why the questions/requested information in the online form does not match with what the email is asking?

Thanks for looking into this.