Chargebacks Claim and refund
Hello
I got a chargebacks claim at the beginning of the month and two days after that the customer returned the product claiming "I bought it by mistake".
Should I refund the customer even if the status of the chargeback request is pending or do I wait for the result?
Is it normal for the ODR to be affected before the final decision?
Chargebacks Claim and refund
Hello
I got a chargebacks claim at the beginning of the month and two days after that the customer returned the product claiming "I bought it by mistake".
Should I refund the customer even if the status of the chargeback request is pending or do I wait for the result?
Is it normal for the ODR to be affected before the final decision?
4 replies
Seller_CW0P5hgbsiqWX
We have never lost a chargeback in the same situation as you. Our response is always based on these issues. Remember, this is between you and the credit card company. Amazon just passes on the information.
• AMZ buyer agreement has return policies in place for buyers to receive a refund upon a postage free return.
• Buyer received the product with tracking # 123456, and is in possession of the item.
• Buyer made a return request thru AMZ, but has not returned the product.
• Upon return, Buyer will be refunded.
• Buyer is using the credit card chargeback benefit to keep the product and seek a full refund in addition.
• Buyer, by not following Amazon Return Policies, is using the credit card chargeback benefit to commit Fraud.
• Further investigation into the buyer’s credit card activities may show a pattern of deceptive practices.
Just make the response fit your situation.
Bryce_Amazon
Greetings @Seller_wqAWFaide1GFd,
Wanted to provide some additional details regarding charge backs.
As outlined in our Amazon Services Business Solutions Agreement:
- Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
I believe the situation you're describing here would fall under the Amazon responsibility section of charge backs. Let me know if you experience anything otherwise, and I would be happy to look into it on your behalf!
- Bryce
