We would like to inform you that the card issuer has contacted us on behalf of the buyer. Currently, there is a chargeback dispute involving the following transaction:
Order date: 08/20/2025, 02:21
Order number: XXXXX
Items purchased: 1 of (ADC Adscope 641 Sprague Stethoscope with 5 Interchangeable Chestpiece Options, 30 inch Length, Frosted Kiwi) for 18.61 USD
Shipping address:
In response to this email, provide the following information:
– Confirmation that the order was shipped.
– Date the order was shipped.
– The name of the carrier used.
– Link of the shipper.
– Delivery confirmation or tracking number along with signed proof of delivery, if available.
– Return and refund policy, as well as the cancellation policy.
– The return shipping address that your customer should use in order to return the merchandise in exchange for credit.
Do not ship the merchandise for this order, if you have not already done so.
Note that failure to respond to this inquiry within seven (7) days of this e-mail, from your registered email address and with sufficient information, may result in a debit to your Amazon Payments account up to the amount of the transaction, in accordance with Amazon’s Business Solutions Agreement.
When I go to chargeback claims under action needed it has no claims, but has it pending under all.
BTW I love how the message hasn’t changed in years. How long has it been since we are not allowed to have our own policies?
It can take 24 hours after getting the email for the chargeback page in Seller Central to allow a response. Sometimes, it never allows, but that’s less common.
You can/should respond directly to the email.
We can have our own policies, as long as they are more generous than Amazon’s.
We’ve had it happen before where there wasn’t an option to respond to the chargeback, so when that happens, we just reply to the email, which has worked fine for us.
I nearly always win chargebacks. When buyers get the bank to re-open the chargeback, it’s basically auto-loss.
As I said earlier, it can take a bit for a chargeback to appear in Seller Central after you get the email. I don’t know why but it’s pretty annoying. I have never seen it take 5 days though.
The chargeback email says it’s a no response email, but they actually do read the emails I send them and respond to them. I have even had occasional success sending appeals to that address to get chargeback decisions overturned.
They do know these things, but Amazon doesn’t decide chargebacks, the credit card companies do, and Amazon doesn’t want to be involved, so they dump it all on the seller. Added bonus for Amazon, if you don’t answer they just take your money and hand it over.
Zero liability for Amazon, just the way they like it.
Your response is the basis for your representation to the issuing bank.
The list of required information is what the bank will see unless you include additional information.
Amazon will not usually add to your representation.
The process is simple. Potentially more work for you, but you get to use your words in what the bank sees.
The advantage to Amazon is obvious, but IMO this way of working, which is common to internet marketplaces, works to the seller’s advantage as well. Nothing is free.