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Note: You must respond to any chargeback notification within 7 calendar days of the e-mail notification date. If you do not respond to a notification, we may debit your Payments account for the transaction. Also, be sure to reply to any additional requests for information within the time-frame stated in the request.

What is a chargeback?

A chargeback occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon.com.  Chargebacks are also known as "charge disputes" and they can be filed for a variety of reasons, ranging from non-receipt of the item ordered to unauthorized use of the credit card.

Why did I receive a chargeback notification?

A charge dispute was filed for the order you fulfilled.   When a customer contacts their credit card company to request a chargeback, the credit card company will contact Amazon.com to request details about the transaction. In turn, Amazon.com will contact you as the seller to request transaction information.

What information is required from me?

Most of the time, you will be asked for the date the item was shipped, the shipping method used and any tracking information for the shipment.  We may also ask you for item information, especially when the customer claims that they received a different item from the one posted on the website.  You are required to provide all the information outlined in our chargeback notification regarding the disputed transaction.  We encourage you to include any correspondence you may have had with the customer in your response to our notification.

What happens after I reply to the chargeback notification?

Our investigator reviews the information provided, creates supporting documentation ("representment") and submits it to the issuing bank on your behalf.  Our team will contact you if further information is required.  To prevent additional contacts, please be sure to include as much information as possible in your initial response.

How can I protect myself from being debited for a chargeback?

To prevent a debit for any dispute, follow good shipping practices.  First and foremost, don't change the shipping address provided to you by Amazon.com as you are liable for any disputes filed for orders you have sent to a different shipping address. 

You can further limit your liability by using a shipping method with a tracking number and signature required for high value merchandise. We would strongly encourage you to keep records of the date the merchandise was shipped, the shipping method used, and any available tracking information for at least 6 months past the order date for orders placed through Amazon.com.

Note: It is vitally important that you respond to any chargeback notification within 7 calendar days of the e-mail notification date. If you do not respond to our notification, you may be debited for the transaction.Also, be sure to reply to any additional requests for information within the time frame outlined in the request.

What does a chargeback notification look like?

Chargeback can be recognized by looking at the subject line of the e-mail.  All e-mails will have the following subject line: "(Order #) Your Immediate Response Required: Charge Dispute Inquiry."

As noted above, it is very important to respond to the e-mail within 7 calendar days and include all the information requested. 

Here is an example of a chargeback notification:

Greetings from Marketplace Payments by Amazon.

We are writing to let you know that the credit card issuer has contacted us on behalf of the purchaser of the below transaction. We would ask that you provide us with proof of delivery to provide to the credit card issuer.

 Items Purchased:
 Shipping Address:

 Please reply to this email and type "X" in the applicable box (e.g.,[X]).

 *Please check only one box.
 [ ] Media Mail
 [ ] Trackable shipping method (Please check this box only if item shipped Media Mail, but with a tracking number) Please also provide us with the date the order was shipped, the tracking number (if applicable) and any other information pertinent to the claim in the box below:

______________________________________

Please note that failure to respond to this inquiry within seven (7) days of this e-mail with sufficient information may result in a debit to your Marketplace Payments account up to the amount of the transaction.

We appreciate your cooperation in helping resolve this matter and look forward to receiving your reply.

Thank you for choosing Amazon.com.

Amazon.com Customer Service
http://www.amazon.com

 

Am I held responsible for all chargebacks filed for orders I have fulfilled?

As outlined in our agreement with you, sellers are responsible for chargebacks filed for service related reasons, such as material difference in the merchandise and non-receipt.  Marketplace Payments by Amazon bears responsibility for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.

How will I know what the outcome of a chargeback is?

The final outcome of a chargeback can take up to 90 days to be received from the date the charge was represented to the issuing bank. In rare cases, it can take even longer.  Please know that we will inform you of the outcome only if you are held financially responsible for the chargeback.  The e-mail notification sent regarding the funding decision will outline why you have been debited. Otherwise, you may assume that the information you provided was sufficient.

What if I object to being billed for a chargeback?

If you feel that you were debited for a chargeback in error, we ask that you let us know by replying to the notification you received about the debit. Our chargeback team will review your dispute.  However, in the vast majority of cases, the issuer's decision is final and there is no recourse to appeal that decision.

Seller Support

Please use the e-mail address associated with your Amazon.com Seller account.
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