How long does it take for Amazon to decide on a Chargeback claim?
I know this is a ‘how long is a piece of string’ type question, but is there a ‘reasonable’ amount of time that is usual?
I had my first chargeback, advised on 24/12 ( Merry Christmas folks!) and responded that day.
Long story short customer wanted to return an item, October’ish - no problem, authorised return request, as usual
Nothing arrived, thought nothing of it, maybe had changed their mind. Then customer opened an AZ, in November (or maybe Amazon did on their behalf), as they were asking for their refund
With a bit of back and forth, pointing out I would refund when returned, didn’t have it etc. etc. customer eventually provided a tracking reference. This was for an item that wasn’t even sent to us. ( Not quite sure how Amazon did not notice that, but clearly they don’t bother checking, just input it into AZ and told me to refund). Once I had pointed this out to Amazon, they closed the case.
Then after another month or more, I receive the chargeback, customer saying Item Not as Described. My response to Amazon was the same. Not a problem, return the item and customer will receive a full refund. Pointed them in the direction of their own AZ claim and thought that would be it.
But the chargeback is still showing as being processed and I am a bit concerned that they will take the money anyway. After all, they are the ones that have control over this, I don’t have anything.
Customer can say anything they like to make a chargeback claim - damaged, not as described etc. but if they don’t send the item back, a seller can’t be made to refund, surely?!
Have taken the hit to my metrics though, which is really irritating too
Is there anything else I can do, or do I just have to wait it out?
6 replies
Seller_oupjOtNRJYYP5
Just wait it out, might not be Amazon who are causing the delay.
Seller_hC0hNVDuILaKO
If it’s a “Chargeback” then Amazon don’t decide it, the bank do and base their decision on the information actually provided to them, so make sure you respond with clarity so that they can see the situation for what it is.
Seller_2BrPSydGy6oyq
Where stolen, or misuse (fraud) of a credit card is the reason for the chargeback, then once you respond it’s virtually an instant, or fairly quick response to close the claim, in your case they are likely challenging the chargeback with the bank and given the date may be taking longer than usual to catch up?
Seller_2MDS66zdjPMUU
HI
We have only ever had one in the last 5 years. It took 8 weeks and the holdup appeared to be the Bank’s own investigation.
Seller_4bj08Pyx3G1ja
Ah Ha!
In that case then, I suspect there is a bit of an investigation going on then.
Trouble is, if the customer is saying they returned it but I haven’t got it, who decides? How would that be decided?
Seller_hC0hNVDuILaKO
If it was “returned” but there is no proof of receipt by you by way of tracking or signature then you should win.
The burden of proof for the delivery back to you will be on the customer, and proof of postage even if he has that, is not proof of delivery.
