Chargeback notification with no way to respond... hmm

Selling on Amazon Returns and Claims
1

So last night I got a chargeback notification from Amazon stating the following:

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.

When I go to Performance > Chargeback Claims > I get nothing listed under the Action Required tab:

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Nor do I have options under the All tab when I find the chargeback listed amongst my others thoughout history:

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Should I respond directly to the email (from [email protected])? I’m not sure if “in response to this email” is literal or just bad english from Amz. Or just create a support ticket w/ that info? It used to let me respond via the interface on seller central I’m pretty sure.

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2

We would sign out, refresh browser, sign back in and look to see if it appears … and possibly wait 24 hours to see if there is an update.

With all of the “update / upgrades” being undertaken by Amazon currently with Seller Central, it wouldn’t surprise us if the system is behind the email notification.

In the meantime, compile the information being requested and have it ready.

If after 24 hours there is still no action required link, then possibly yes to …

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3

I usually see it in Seller Central Main Page under “Actions”

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4

If it’s under “All” it means that you do not need to provide the tracking, ship date, or address.

I’m going to guess you shipped the order via “Buy Shipping”? If so, sounds like Amazon updated the system and now doesn’t ask for info it already knows.

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5

I often get the notification of a chargeback about a day before the option to respond to the chargeback appears in my chargeback notifications, when it appears at all. Lately, many of them have been automatically resolving in my favor, which is an improvement over Amazon requiring me to give them information they already have.

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6

The image above shows the Reply by Date of 9/23 which does give more time to see if the Status or Status Details changes or updates.

If the Status remains “Pending”, then I would reply to the email prior to 9/23 with all the requested information.

example of Status / Status Details

Status and Status details

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7

Well hell, still no options to add anything, but it shows this status now (can’t remember if it’s always been this way):

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8

You win.
I rarely have to reply to a chargeback. My last chargeback needing attention was on 7/17/2023.

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9

Not sure if I trust it though :confused:

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10

At least the screenshot will be saved here showing Resolved and you are not responsible, if you need it in the future.

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11

We would review the details and screenshot that also. One must also remember that, although this first go around ended as a win, … if the customer didn’t get the money back, they could reopen/dispute the chargeback results and possibly win on the second go around.

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12

Trust it.

Unless it is re-filed. but then it will be a different chargeback case

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