$7500 Chargeback - Claims Protected Shipping Method Used!
Hello,
I am looking for some emergency assistance with a chargeback from a customer who ordered 60 Cell Phones from us on Amazon.
Here are some of the facts:
-The customer ordered 60 Cell Phones from us on 1-28-2025
-The order was shipped On Time (the same day) and scanned by the carrier on that day
-Amazon Buy Shipping services used, and a 'Claims Protected' Shipping method was selected.
-The customer emailed us saying that they did not receive the items, even though they were delivered and signed for by the customer.
-The customer filed a chargeback for the full amount of the order - $7,497.00. The chargeback reason code is C08 which is for Merchandise not Received -- The exact circumstance in which the Claims Protection under Amazon Buy Shipping is meant to protect sellers from.
-This past Sunday, we received an email that the chargeback was granted to the customer and that our account was debited for the full amount.
-We responded to the chargeback email citing the policy, but we keep receiving the same generic response that the Chargeback decision is decided by the card issuer.
However, while the card issuer may make their decision on who wins the chargeback claim, similar to A to Z Claims where Amazon elects to Grant claims by either 'Seller Funded' or 'Amazon Funded'.
In this case, since the policy states that we are protected against situations where the buyer reports problems with delivery, we are supposed to be protected by Amazon. If we knew that there was an over $7000 risk when filling this multi quantity order, we would have NEVER shipped it. Amazon has placed us in a precarious situation financially, and we can not afford to take this loss, nor should we, based on Amazon's own written policy.
I am looking for help from mods here to escalate, because we are not getting a real human response when responding to the chargeback team.
The Order ID for this order is : 114-7657127-7448216
Greatly appreciate the help.
-Maurice
44 replies
Seller_OvL8C4BJWiuS9
I do not believe chargebacks are under the "protection" policy like an A-Z claim would be.
Seller_oK50EGJNcAR7P
Mods -- Please help. We are desperate, this is a huge amount of money
Seller_G53rrrmDqxLLo
Your dealing with a smart scammer. He filed a Chargeback to circumvent Amazon. Amazon has no control over chargebacks. The buyer/SCAMMER is probably on Amazons list for A-Z's and knew it would be denied if he filed an INR through Amazon. I would file a Police report.
Seller_SyfEgKnjNV6Fg
Amazon won't cover chargebacks; they will only SOMETIMES cover AZ claims. Notice their policy page states "Amazon Buy Shipping shipments qualify for A-to-z and SAFE-T claims protections against "Package didn’t arrive" claims". Chargebacks aren't included in the guarantee; therefore, Amazon won't cover this since it is omitted from the guarantee. We have two documented examples of how Amazon didn't honor the AZ guarantee on Buy Shipping. They enjoy advertising these protections, but Amazon will deny, deny, deny when a claim arises. In future, cancel suspicious orders.
Here is the link to the 'Amazon Buy Shipping protections' page: https://sellercentral.amazon.com/help/hub/reference/GB2FHL2QMQ5NT397
Seller_yYmMTCwJZOpvV
You have his address file a lawsuit amazon wont help you on a chargeback.
Seller_VGbl9KF2tjQVL
The sooner you can file a lawsuit the better, especially if you have proof of their signature of receipt and or any photos from the shipping company. word to the wise, never ship high dollar items through scamazon
Seller_nEbgEc6qGTh4J
post.Sorry this happened to you. I would act quickly on this: (1) Spend $50/$75 online and get all the People Search intel you can on this POS (Person of Suspicion, <cough>). On parole? Employer? Court records? Recent divorce? (2) Use that information to maximum advantage... by providing it to the PROPER authorities (whoever you think that is in the most appropriate jurisdiction). (3) He is taking food from you and your family's mouth. Think about that and apply the maximum (legal) pressure you can in the shortest amount of time. Their is a ladder of escalation - use it. (4) Amazon will NEVER lift a finger to help you - live with that RIGHT NOW and don't waste any more time on these forums. Good luck, sorry again.
Seller_Sram36TnVt73c
Is there any way to deactivate these phones since they are stolen merchandise now?
Seller_s7F7fMBDtix0d
I would suggest filing a criminal complaint with THEIR local police department and hiring a lawyer to sue them. Your lawyer can also request ALL information relating to the Amazon order (including credit card company). Other sellers can also point you to an online fraud website run by the government that you can file a complaint on too.
The scammer is probably counting on sellers not going to this extreme. But if it cost you $2,000 to get your money back, your would be $5,000 ahead.
Seller_qIMteRf1tp484
Unfortunately, you're out of luck in this case. Chargebacks are determined by the credit card companies, not Amazon, and they are not covered under the "Claims Protected" policy. It's always a good idea to purchase carrier insurance when shipping high-value items.
