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Chargeback Policy

Handling Chargebacks

A chargeback is a reversal of payment issued by the bank or credit card company, when a customer disputes a charge through their bank or credit card issuer (and not through Amazon Pay). A chargeback can occur when a customer has not received the item or service they purchased, has been charged multiple times for a single purchase, or is dissatisfied with the purchase and has not been able to resolve the matter with the merchant.

If a customer cannot resolve their issue with the merchant, they typically contact their bank or credit card issuer to request a chargeback. The bank or credit card issuer will then notify the credit card association, which in turn will notify us.

Disputing a Chargeback Claim

When Amazon Pay receives a chargeback claim, we email information to you about the chargeback, including the transaction number, transaction date, disputed reason code and the amount of the chargeback claim. You have the option of accepting the chargeback, or disputing the chargeback claim.

If you choose to dispute a chargeback, we will require you to provide us with information that we will need to dispute the claim. When we have received the information from you, we will work with the bank or credit card company to resolve the chargeback.

If you choose not to dispute the chargeback, the dispute is automatically granted to the customer, and Amazon Payments will deduct the disputed amount from your account.

For detailed information on how to respond to a chargeback claim, see the Chargeback FAQ.

Chargeback Best Practices

A chargeback occurs when your customer contacts their bank or credit card company to dispute the charge for an order that they placed on your website. Chargebacks are also known as "charge disputes" and “reversals,” and they can be filed for a variety of reasons, including unauthorized use of the credit card.

Consider the following tips for preventing disputes and protecting your business:

  • Review and comply with the Amazon Pay Customer Service Policy.
  • Describe your products and services in as much detail as possible.
  • If your customer service policy prohibits refunds or is otherwise unsatisfactory to customers, you may receive more chargebacks than average.
  • Make return and refund policies easily accessible to all customers. Customers should be able to access them during the purchase and checkout process, and anytime they visit your website.
  • Provide easy access to customer service. Ensure customer service contact information is visible so that the customers can contact you with questions or concerns. Respond to customer contacts as quickly as possible.
  • Use a shipping method that provides a tracking number and requires a signature from the recipient for high value products.
  • You should keep records of the date on which the products were shipped or when the service was delivered, the shipping method used (if applicable), and any available tracking information or service delivery receipt for at least 6 months past the transaction date.
  • Ship to the buyer shipping address provided to you by Amazon Pay (if applicable).
  • Keep a copy of the transaction confirmation e-mail or receipt that was provided to the buyer.
  • Ensure that the subject line used for email communication to customers is appropriate and can be easily referenced.
  • Keep a copy of any communication that you had with the customer regarding a disputed item or transaction.

Chargeback Frequently Asked Questions

What triggers a chargeback?

Common reasons for chargeback disputes include:

  • The customer does not recognize the charge or payee on their statement.
  • The customer did not receive the product or service.
  • The customer feels that the product or service was defective, damaged, or not as described.
  • The customer’s credit card was stolen or used without their consent.

How does a chargeback differ from a buyer dispute or the Amazon Pay A-to-z Guarantee?

In the case of a buyer dispute or an A-to-z Guarantee claim, the customer contacts Amazon Pay to mediate a problem with their transaction or to make a claim under our A-to-z Guarantee program. In the case of a chargeback, the customer contacts their bank or credit card company to dispute a charge. Note that the bank or credit card company decides the outcome of a chargeback, not Amazon Pay.

How will I know when a customer has filed a chargeback?

Amazon Pay will send e-mail notification to your email address associated with your Amazon Pay account when a chargeback notification is received by us.

Am I held responsible for all chargebacks filed against my Amazon Pay account?

Under our Amazon Pay Merchant Agreement, we will not hold you responsible for any service-related chargebacks and any chargeback for a transaction that does not comply with our Amazon Pay Customer Service Policy. To qualify for coverage under the Policy, the following requirements apply:

  • You must have a Business or Seller Account.
  • You must provide all requested information within the time limit specified in the e-mail sent by us, including supplying valid proof of delivery of product or service.
  • You must provide all requested information within the time limit specified in the e-mail sent by us, including supplying valid proof of delivery of product or service.
  • The transaction and your Amazon Pay Account do not violate the terms of this Agreement and policies, including our Acceptable Use Policy.

What do I do when I receive a chargeback?

First, review your chargeback notification for important details such as the reply-by date. Next, review transaction details along with any customer communications you have received. Determine whether you would like to dispute or accept the chargeback. If you want to dispute a chargeback, please respond using the instructions found in your chargeback notification e-mail.

How can I respond to a chargeback claim?

When a customer contacts their bank or credit card company to request a chargeback, the bank or credit card company will contact Amazon Pay to request details about the transaction. In turn, Amazon Pay will contact you via an email notification to request transaction information.

You can respond to a chargeback notification in one of two ways below:

  • By choosing to dispute the chargeback via Amazon Pay. In order to dispute the chargeback, you will need to respond to the email from Amazon Pay, and provide the information in support of your case. See What information do you need from me in order to challenge a chargeback? for a list of the required information.
  • By choosing to accept the chargeback. If you choose to accept the chargeback, you will need to notify Amazon Pay to agree that the amount will be debited from your account. If you do not respond to the chargeback notification within 7 days we will debit your Amazon Pay account for the chargeback amount.

Note: You must respond to any chargeback notification within 7 days of the email notification date. If you do not respond to a notification within that timeframe, we will debit your account for the transaction. You will also need to reply to any additional requests for information within the timeframe stated in the request.

What information do you need from me in order to challenge a chargeback?

To expedite the chargeback resolution, include as much information as possible in your initial response. If you do not provide a sufficient response to a chargeback claim, or do not adhere to the terms and conditions of our Amazon Pay Customer Service Policy, or if the card issuer or bank decides in favour of the cardholder, Amazon Pay may debit your account for the chargeback amount.

At a minimum, you must include the following information:

  • The status of the transaction and the Amazon transaction identification number
  • A description of the product or service
  • Proof that the product or service was received by the customer

In addition, it is very helpful to include any of the following:

  • Order confirmation e-mails
  • Details of any changes to, refunds, or cancellation of an order
  • Tracking numbers
  • System or usage logs for digitally downloaded goods
  • Photos of the product
  • A description of the product
  • A copy of your refund and return policies
  • Customer communication records

Note: Any supporting data forwarded to Amazon Pay may be presented directly to the credit card company and issuing bank. Therefore, please ensure that all data is relevant to the context of your dispute. Doing so will aid your chances of successful representation.

How long do I have to respond to a chargeback?

If you plan to contest a chargeback, we require a response within 7 days of notification. The specific reply-by date can be found in the original chargeback notification email.

What happens if I don't respond within 7 business days?

We require a response within 7 business days to ensure that credit card company or bank deadlines are met and that we can dispute the chargeback. If we do not receive a response within 7 business days, we will not dispute the charge, and your account will be debited the chargeback amount.

What does a chargeback notification look like?

The e-mail notification you receive from Amazon Pay will contain the following information:

  • Transaction ID
  • Transaction date
  • Transaction amount

The e-mail also includes details on what information we require from you in order to dispute the chargeback claim, and specifies the terms of the agreement under which we will assist you.

What happens after I submit the chargeback dispute information?

An Amazon Pay investigator reviews the information provided, creates supporting documentation (sometimes referred to as "representment"), and submits it to the issuing bank or credit card company on your behalf. We will contact you if we or the issuing bank require further information.

The final outcome of a chargeback can take up to 90 days from the date on which the charge was disputed with the issuing bank. In some cases, it can take even longer. We will inform you, via e-mail notification, of the outcome only if you are held financially responsible for the chargeback. The notification will outline why you have been debited.

If you feel that you were debited for a chargeback in error, please reply to the notification. 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.

If you have questions about a decision on a prior chargeback, reply to the email notification or write to amazon-payments-cb-seller-info@amazon.co.in