Charge back Issues: issuer has decided to re-dispute the charge
Seems like a common issue that I was not aware of. Customer opened a chargeback on an item they said was used and I sent them a return label etc. I also won the chargeback and A-Z claim and today I receive an email stating "card issuer has decided to re-dispute the charge" and " As we informed in the previous email, we have provided to the customer's card issuer all the required information about the order.", yet they still debit my account?
No additional email after the first email and no notification was sent that there was a charge back in process?
Charge back Issues: issuer has decided to re-dispute the charge
Seems like a common issue that I was not aware of. Customer opened a chargeback on an item they said was used and I sent them a return label etc. I also won the chargeback and A-Z claim and today I receive an email stating "card issuer has decided to re-dispute the charge" and " As we informed in the previous email, we have provided to the customer's card issuer all the required information about the order.", yet they still debit my account?
No additional email after the first email and no notification was sent that there was a charge back in process?
25 replies
SEAmod
Hello @Seller_qQqVBMFaQd5qO
There have been other sellers who posted in these forums about winning a charge back dispute and then losing when the card issuer re-disputes.
Note that when a buyer contacts their credit card company to request a chargeback, the credit card company will contact Amazon to request details about the transaction. In turn, Amazon will contact you via email to request transaction information.
Amazon is not the final decision-maker in the chargeback dispute, but rather facilitates the exchange of information between the seller and the credit card issuer.
Susan
Seller_Tr5Ph3PeK4d4m
Hey folks,
Ran into a headache with a chargeback situation on Amazon and could use some insight. Initially, I provided all the necessary delivery evidence (even a photo from UPS showing the package right on the customer's porch) using Amazon's own shipping label. Amazon defended the dispute, and I thought we were all good.
But then, the card issuer re-disputed, and out of nowhere, Amazon deducted the amount from my account, saying I lost the dispute. To add salt to the wound, they're claiming I never responded to their emails, which just isn't true. Now, I'm out of pocket, and the customer has both the product and their money back.
Ever been in a similar spot? How'd you handle it? Feels like a double whammy and not sure where to turn.
Cheers
Seller_RClwXXLQjUdPk
This is typical and we always monitor successfully defended charge backs for re-disputes (checking weekly for at least 30 days after the first defense).
It has been our experience that Amazon will not inform you of them and will not defend them unless you resubmit the information.
To date, we have never been responsible for a charge back, but we have one going right now where the customer admitted through messaging that they filed it against the wrong seller (purchased same item from two sources), but refuses to withdraw it as they say it is too complicated and not their problem. We have had several that we had to defend multiple times.
