Chargeback claim that should be covered by claims protection
We received a chargeback on an order that has affected our ODR rate. We purchased the shipping through Amazon, and the order was delivered within the estimated delivery window. As such, this chargeback should be protected under Amazon's policy.
Regardless of the outcome, Amazon's policy states that I am protected from chargeback claims when using Amazon Buy Shipping. Additionally, my order defect rate has already been negatively impacted. Can someone please review this as the case has not been reviewed and the ODR rate has my account at risk of deactivation.
Case ID 16933147841
@Cooper_Amazon @Rose_Amazon @KJ_Amazon @CR_Amazon @Atlas_Amazon @Danny_Amazon @Tatiana_Amazon @Veronica_Amazon @Dougal_Amazon @Roberto_Amazon @Steve_Amazon @Glenn_Amazon @Michelle_Amazon
Chargeback claim that should be covered by claims protection
We received a chargeback on an order that has affected our ODR rate. We purchased the shipping through Amazon, and the order was delivered within the estimated delivery window. As such, this chargeback should be protected under Amazon's policy.
Regardless of the outcome, Amazon's policy states that I am protected from chargeback claims when using Amazon Buy Shipping. Additionally, my order defect rate has already been negatively impacted. Can someone please review this as the case has not been reviewed and the ODR rate has my account at risk of deactivation.
Case ID 16933147841
@Cooper_Amazon @Rose_Amazon @KJ_Amazon @CR_Amazon @Atlas_Amazon @Danny_Amazon @Tatiana_Amazon @Veronica_Amazon @Dougal_Amazon @Roberto_Amazon @Steve_Amazon @Glenn_Amazon @Michelle_Amazon
1 reply
Danny_Amazon
Hello @Seller_MerNPulyGiCws- thank you for posting about this chargeback situation.
I wanted to make sure you had our guidance on chargebacks at hand, as, regardless of if shipping was purchased through Amazon, sellers are responsible for chargebacks filed against their account for service-related reasons, such as non-receipt of the product, per our Amazon Services Business Solutions Agreement.
Amazon Buy Shipping does offer certain protections against Item Not Received claims specific to A-to-z and SAFE-T Claims, but not chargeback claims. You can review those specifics on this help page.
You may also see our guidance responding to a chargeback claim, and this recent post from the forums team on the topic, in case either prove useful.
Chargeback claims are also a primary component of the Order Defect Rate, per this guidance, so the impact to your accounts metric due to the presence of this chargeback claim would be accurate.
I apologize if this wasn't the answer anticipated, but I do hope this information proves useful.
Best,
Danny
