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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, including unauthorized use of the credit card.
As outlined in our agreement with you:
Preventing chargeback claims
To prevent a debit for any dispute, follow these best practices:
Responding to a chargeback claim
When a buyer 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 Payments will contact you via an email notification to request transaction information.
You can respond to a chargeback notification in one of two ways:
Note: You must respond to any chargeback notification within 7 calendar days of the email notification date. If you do not respond to our notification, you may be debited for the transaction. You will also need to reply to any additional requests for information within the time-frame stated in the request.
Issuing a refund
Representing your case
If you choose to represent your case, we will ask you for the date you shipped the item, the shipping method you used, and any tracking information. If the buyer claims that they received an item that is materially different from what they saw on the website, we may also ask you for item information.
You are required to provide all the information outlined in our chargeback notification regarding the disputed transaction. Additionally, we encourage you to include any correspondence you may have had with the customer in your response to our notification.
To expedite the chargeback resolution, include as much information as possible in your initial response. If you do not provide a sufficient response to a chargeback claim, do not adhere to the terms and conditions of our agreement, or the card issuer decides in favor of the cardholder, Amazon Payments will debit your account for the chargeback amount.
To represent your case, follow these steps:
You also can represent your case by replying to the chargeback email notification with the requested information.
Evaluating the claim
An investigator reviews the information provided, creates supporting documentation ("representment"), and submits it to the issuing bank on your behalf. We will contact you if we or the issuing bank require further information.
The final outcome of a chargeback can take up to 90 days from the date the charge was represented to the issuing bank. In rare cases, it can take even longer. We will inform you, via email notification, of the outcome only if you are held financially responsible for the chargeback. The notification will outline why you have been debited.
If you feel that you were debited for a chargeback in error, reply to the notification. We will review your dispute. However, in the majority of cases, the issuing bank's decision is final and there is no recourse to appeal that decision.
If you have questions about a decision on a prior chargeback, reply to the email notification or write to email@example.com.
Please use the e-mail address associated with your Amazon.com Seller account.
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