Issue with a denied "Chargeback Claim", did something change?

[RandomSeller136]

I had a chargeback claim, nothing too unusual, fraud return switcheroo, didn’t received his full refund, not happy…the usual.

Anyways, it was denied 3 days ago, pretty standard. The order now reads “You are not responsible, we successfully defended the chargeback.”

Anyways, I waited 24 hours, 2 days, now 3 days, and the ODR was not automatically removed from my account. EVERY other time this has happened, as soon as the chargeback was denied, usually within a few hours the ODR is automatically removed, but this time it is not. Did something change I don’t know about, or has anyone else seen this?

Seller support as usual is useless. First time they “transferred” me to the Chargeback team (which I don’t need, as I don’t need any assistance with the claim or decision, just the ODR hit), they never responded.

I contacted them again, this time they told me I need to contact an Account Health Specialist. After a phone call with them, they cannot do ANYTHING for me, since my account is not at a RISK OF DEACTIVATION…haha, they said I need to contact seller support and opened another case for me with the details saying it needs to be them to handle it.

Regardless, am missing something here? Amazon policy page still states:

A service chargeback means the buyer acknowledges a purchase, but indicates to their credit card issuer that they experienced a problem. In those instances, if the credit card company decides in favor of the buyer, it will count against your ODR.

Clearly states, ONLY if it is decided in favor of the buyer does it count against ODR. This was NOT decided in their favor, yet everyone seems completely confused and useless.

[Lost_My_Marbles]

One thought is Amazon has been revamping seller central as they get ready to move everyone over to the “Next Gen Selling” format and stats and numbers are floating in and out. Can’t count the number of times that we have had to refresh the seller central home page to see things appear and disappear.

The other thought is Amazon is waiting to see if the customer refiles the claim and/or already has the rebuttal claim in progress and so is waiting before making the removal.

But we lean towards the seller central update conversion creating the issue.

[HobbesIsMyTiger]

@Lost_My_Marbles

The other thought is Amazon is waiting to see if the customer refiles the claim and/or already has the rebuttal claim in progress and so is waiting before making the removal.

It’s not this. Amazon notifies the seller when a chargeback is reopened, and Amazon doesn’t hold a metrics defect just in case a buyer decides to try reopening a claim that may be denied again anyway.

@Lost_My_Marbles

seller central update conversion creating the issue

This is much more likely.
The other likely answer is that Amazon is a jury-rigged mess and sometimes things don’t work right.

[RandomSeller136]

Well I just got off chat with seller support, actually got a pretty decent guy who shockingly understood my issue, agreed with me, read the same quoted policy, reached out to his contacts, and then reiterated that the case has to be transferred to the Chargeback team.

I don’t know why, but like I said he was actually quite human-ized and articulate, seemed a little confused as well, but was sure that was the only team who had power to fix it…now my case is “transferred” and I simply have to wait on an email response from them with no timeframe.

Probably the most helpful agent I’ve ever gotten from seller support (only even dared to try to use them like 8 times because I know their effectiveness).

Anyways, hopefully this is just a hiccup, if not, at least a warning to others that any filed chargeback claim, regardless of the outcome, now counts against ODR (which sounds absolutely ludicrous)

[HobbesIsMyTiger]

@RandomSeller136

Anyways, hopefully this is just a hiccup, if not, at least a warning to others that any filed chargeback claim, regardless of the outcome, now counts against ODR (which sounds absolutely ludicrous)

As the current reigning chargeback champion of SAS, I can tell you that this should not impact your account, and the ODR hit is either a mistake, or a visual glitch showing an ODR hit which isn’t actually there (this is a thing that happens sometimes).

[papy]

@RandomSeller136

now my case is “transferred” and I simply have to wait on an email response from them with no timeframe.

Still waiting?

[RandomSeller136]

Never received any sort of response from anybody…the defect stayed counting against me. The Chargeback still says “not responsible, we successfully defended”. Absolutely nothing changed, was not re-opened or anything.

I had plenty of leeway as far as the staying under 1% ODR goes, so that never worried me, but the fact it did not auto-remove itself still does.

It actually just dropped off yesterday, but only because the 2 month window for that order date expired. It never removed itself, and SHOCKER, the “transferred” cases were never answered.

[Jenga244]

I have one of these now that I expect to win…will update you guys once it’s been decided on whether it fell off or not.

[Old-Timer]

Our Mar 14, 2025 chargeback was defended and fell off automatically.

Purchase date was Sun, Feb 9, 2025 (inside the 60 day window)

[Jenga244]

Just to update our charge dispute…Amazon successfully defended it and it also came off ODR right away today.

[papy]

Nice, @Jenga244 ! Not enough seller wins lately so this feels huge.