Hello everyone,

I’m reaching out to seek advice on a troubling situation regarding a chargeback claim for an order fulfilled through Amazon FBA. Here’s a detailed breakdown of the issue:

I recently received a notification from Amazon’s disputes team informing me of a chargeback claim related to the above order. The customer alleges that they did not receive the merchandise. According to Amazon’s instructions, I was asked to either issue a refund or provide delivery confirmation and proof of delivery.

However, there’s a crucial detail: this order was fulfilled entirely by Amazon FBA. This means that Amazon was responsible for all aspects of handling, shipping, and delivery. As a result, I do not have direct access to shipment records or interactions with DHL.

In response to my clarification that the order was managed by Amazon FBA and that I have no control over the shipping process, Amazon’s disputes team insisted that I issue a refund and handle the return with DHL. This request seems unusual and raises concerns about potential miscommunication or attempts to shift responsibility.

Hello, Amazon Seller Community,

I’m reaching out for advice regarding an issue with a customer who has been exploiting the chargeback system. Here’s the detailed timeline of events:

1. Order Details:

• Order Number: 111-6599997-2159430

• Total Amount: $797.64

2. Timeline of Events:

• November 26, 2024: The customer placed the order.

• November 29, 2024: The item was shipped via FedEx with tracking number.

• December 6, 2024: The package was delivered and confirmed by FedEx with proof of delivery.

3. Initial Chargeback Dispute:

• While the package was still in transit, the customer prematurely initiated a chargeback with their bank, claiming they did not receive the item.

• I provided Amazon with all the necessary evidence, including the tracking number, proof of delivery, and detailed correspondence with the customer.

• The chargeback was resolved in my favor, and Amazon informed me that the customer’s bank also sided with me.

4. Second Chargeback Dispute:

• Despite losing the initial chargeback, the customer re-opened a new chargeback dispute with their bank.

• This time, the bank ruled in favor of the customer, and Amazon informed me that they are unable to participate in second-time chargeback disputes. As a result, $797.64 was debited from my account.

My Concerns:

1. How is it possible for the customer to re-open a chargeback dispute with their bank after it was already decided in my favor?

2. Despite providing FedEx proof of delivery and winning the initial chargeback, why is Amazon unable to protect sellers from second-time disputes?

3. This situation feels like clear abuse of the system, as the customer is exploiting the chargeback process to commit fraud.

What I’ve Done So Far:

• Reached out to Amazon multiple times, providing all the necessary evidence.

• Contacted FedEx for proof of delivery, which includes confirmation that the package was delivered to the correct address.

• Tried to communicate with the customer, who has refused to resolve the matter amicably.

Request for Advice:

Has anyone else experienced a similar issue with a re-opened chargeback dispute? How did you resolve it? Is there any way to escalate this matter further within Amazon to protect myself from this fraudulent activity? or am i just SOL and loose out on product and revenue?

Any guidance would be greatly appreciated. Thank you for taking the time to read through this post.

FBA warehouses are so broken! This is just a vent post but after receiving what I thought was a lot of refund notices this month I decided to check the returns compared to other months and they are triple. Just more proof that FBA is a MESS! Amazon ended regional prime to force merchants into FBA and after three years FBA is in the worst shape I have ever seen it. PLUS we've got even more fees with FBA. Like so many other merchants we are greatly reducing the SKUs we are sending to FBA and we are tracking all inventory movement, sales, returns etc. diligently. Not that claims, issues or problems are resolved in a timely manner but as a merchant policing Amazon has to be a part of your daily chores. For a company that prides itself on systems and services when are they going to admit FBA is broken?