Chargeback Claim
Hi,
We recently received a chargeback claim on an order from March 2024. We responded to the claim with evidence of dispatch, parcel tracking and proof of delivery via Royal Mail with a signature upon delivery. The order was sent to name and address supplied by Amazon on the order details. We haven't had any contact from the customer.
The claim was resolved this week with the status "You are responsible for this chargeback, and you funded the buyer reimbursement."
It appears like this is a fraudulent chargeback. The Amazon help pages say:
"As outlined in our Amazon Services Business Solutions Agreement:
You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product.
Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts."
- Why then has this not been covered by Amazon and we have been charged for the chargeback? There is no indication that this is a service related chargeback. We have proof of delivery to the address and there hasn't been any contact from the customer to say they have any sort of problem.
Is there anything we can do to find out why it's not been covered by Amazon? I tried seller support chat and asked why it wasn't covered by Amazon but the chat representative got a bit short with us and said we'd be sent an email about it, but we haven't received any emails yet.
Thanks.
7 replies
Seller_ZJhFeE3tNKzfh
reading amazons page on chargebacks. First the information you supply is apparently read by an ‘Amazon investigator’ who then prepares documentation for the bank. Now considering Amazon barely consider signatures in the case of an a-z, I wouldn’t necessarily trust what they supply to the bank in this instance, would you? I’d assume they’d treat the evidence as they would in the case of an a-z and state that there isn’t enough evidence to prove delivery.
They also state on this page you can appeal via the email by replying but the state ‘However, in the majority of cases, the issuing bank's decision is final and there is no recourse to appeal that decision.’
Seller_bzRkeDMMsE3Is
I have had about a dozen over the years and been held responsible for all but 1 (all smallish amounts, fortunately). You would think, that Amazon, being the company accepting the credit card details and then telling you to dispatch the item, should in all fairness, be responsible for the chargeback payment, but unfortunately, as in any other refund situation, Amazon seems to have you stitched up like a kipper, from mouth to tail.
Seller_wXsnXkMqIS7Ev
It is clearly Amazon's resposnibility as they are the one who take payment and it states that they are responsible for fraud prevention.
How can it be the seller's responsibillity as they have nothing to do with taking payments!
Seller_9n4gwsiRuNoUU
Ive had a number of chargbacks over the years and won most of them, my most recent won which i deem fraudlent .
Made 2 Claims for 2 different orders from the same day, both were high value.
Items where sent signed for 1st class purchased through amazon.
Sent tracking numbers , screenshots of signature and royal mail sometimes will give gps coor when scanned and delivered which i included.. won
They same customer tried a month later to raise a chargeback dispute for the orginal 2 orders.
Resummitted the same information and won again.
The sad fact is they are amazons customers not ours and while the vast majority of people are honest there will always be a small minority that will abuse the system
