Always respond to a chargeback. Remember a chargeback is between you and the credit card company and Amazon only passes your statement on. Buyers know how to play the system, so you have to know how to play a better game.

I believe you have 21 days to respond. That is what it is for our retail store merchant account.

You base your reply only on the facts, which you seem to have missed. Your response should be based on only one thing.

This Chargeback Should be Denied Based on the Following:

This is an Amazon Online Purchase. Buyer purchased (item) at the cost of ($AA.aa) and requested a return claiming defective. Amazon has in place a return and refund policy for defective items which the buyer agreed to when signing up to use the site.

Buyer (use his name) has not returned the item for a refund. (Buyer Name) wants to keep the product and seek a reimbursement from the issuing credit card. Not only it this a violation of Amazon buyer policy, but it's also an attempt to defraud the credit card company.

When the item is returned, (buyer Name) will receive the refund desired.

Your name, company

In 20 years, we have never lost a chargeback on Amazon.