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Chargebacks

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:

  • You are responsible for chargebacks filed for service-related reasons, such as non-receipt of the item, against your account.
  • Amazon Payments is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.

Preventing chargeback claims

To prevent a debit for any dispute, follow these best practices:

  • Don't change the shipping address provided to you by Amazon.com. You are liable for any disputes filed for orders you send to a different shipping address.
  • Use a shipping method with a tracking number.
  • Use delivery confirmation (signature required) for high value merchandise.
  • Keep records of the date the order was shipped, the shipping method used, and any available tracking information for at least 6 months past the order date.

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:

  • By issuing a refund immediately.
  • By representing your case to the credit card company via Amazon.

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

To learn how to issue a refund, see Refunding Orders. Refunds are itemized in your Payments (Settlement) report.

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:

  1. On the Performance menu, select Chargeback Claims.
  2. Click Represent your case.
  3. Read the Review the Chargeback and Order Details section.
  4. Complete the Represent your case section. Buyers do not see your comments. The comments are for Amazon investigators only.
  5. Click Continue to submit your response.

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 chargeback-billing-reply@amazon.com.

Seller Support

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