When a buyer contacts their credit card company to request a chargeback, the credit
card company will contact Amazon to request details about the transaction. In turn,
Amazon will contact you via email to request transaction information.
You can respond to a chargeback claim in one of two ways:
Issue an immediate refund. For more information, see Refund
Represent your case to the credit card
company via Amazon.
Note: You must respond to any chargeback claim
within seven calendar days of the email date. If you do not respond, we might debit your
account for the transaction. You should also reply to any additional requests for
information within the time frame stated in the request.
To represent your case, do the
From the Performance menu,
Click Represent your
Note: You also can represent your case by replying to the chargeback email with the requested information.
Read the Review the Chargeback and Order
Complete the Represent your case
Buyers do not see your comments;
they are for Amazon investigators only.
Provide the shipping date, the
shipping method used, and any tracking information. If the buyer claims they
received an item that is materially different from what they saw on the website,
we might request information about the item.
We encourage you to include any
correspondence you might have had with the buyer in your response to our
Include as much information as
possible in your initial response. If you don't provide a sufficient response,
don't adhere to the Business Solutions Agreement, or the card
issuer decides in favor of the cardholder, we will debit your account.
Click Continue to submit your
Amazon investigator reviews the information provided, creates supporting documentation
("representment"), and submits it to the issuing bank on your behalf. We will contact
you if further information is required.
The final outcome can take up to 90 days (or longer in rare cases) from the date the
charge was represented to the issuing bank. We will inform you of the outcome, via
email, only if you are financially responsible for the chargeback. The email will
outline the reasons why.
you feel that you were debited for a chargeback in error, reply to the email. 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.