Seller Performance; Optimize account health
Transcription
What happens when a buyer is dissatisfied and wants to file a charge back claim against your product or service? If a buyer contacts their credit card company to request a chargeback, the credit card company then will contact Amazon to request details about the transaction. In turn, Amazon will notify you via email that a request has been made.
show moreThe credit card company will be requesting transaction information directly from you, depending on your desired course of action. You can respond to this request in a few different ways. If you plan on not disputing the request, you can issue an immediate refund. We go into details of how to issue a refund in another video.
So here we will address how to respond if you plan on disputing the chargeback request. The simplest approach is to reply directly through the email you received from Amazon. If you prefer, you can also reply through the Seller Central platform to represent your case through Amazon. On the top navigation, go to the performance tab and click on the chargeback claims menu.
This page provides all chargeback claims, and you can refund or respond to a claim through this method even if you have not received an email direct from Amazon. And you must respond to a chargeback claim within seven days of the email date. If you do not respond in a timely fashion, and according to the timeframe set by Amazon, Amazon might debit your account for the transaction.
Once on the chargeback claim page, these are the necessary steps to take to represent your case. First, click on Represent Your Case, which can be found under both, all and the action required tab. Next, read the review the chargeback and order detail section, then complete to represent your case section.
This section is designed for Amazon investigators to investigate your dispute. The buyers who issued the claim will not see your comments. Be sure to provide the shipping date, the shipping method, and any tracking information. If the buyer claims they received an item that is materially different from what they saw on the website, Amazon might request information about that item.
It’s important to provide Amazon with all the information they are requesting to prevent Amazon from favoring on the side of the buyer. So it’s important to include any correspondence you might have had with the buyer in your response. If you don’t provide a sufficient response, don’t adhere to the Business Solutions Agreement.
Or the card issuer decides in favor of the card holder, Amazon will move forward and debit your account. Once Amazon receives your response, an Amazon investigator will review the information provided, create supporting documentation, and then take action to submit it to the issuing bank on your behalf. You will be notified once again by Amazon if further information is required.
Note that the investigation and resolution process does take time. The final outcome can take up to 90 days or even longer for some cases from the date the charge was represented to the issuing bank. You will be informed of the outcome via email. Only, if you are financially responsible for the chargeback.
The email will outline the reasons why. If you feel you were wrongly debited for a chargeback, be sure to reply to the email. Amazon will review your dispute. However, in the majority of cases, the issuing bank’s decision is final and there is no recourse to appeal to that decision.