Chargeback claim due to customer not engaging with the delivery
Dear Amazon Support,
We need your help regarding the situation regarding a chargeback recently filed. The order has not yet been delivered due to multiple delivery attempts made by the carrier, during which the buyer was unavailable to receive the package.
Despite the delivery challenges, we have:
- Consistently updated the buyer on the delivery status through Amazon messaging, additionally with offers of replacement or refund.
- Attempted to contact the buyer via phone for delivery updates, but have not received any response on either channel.
- Monitored the shipment closely, and today marks the final day within the expected delivery window.
We are requesting the following:
- Clarification on how to proceed now with refund that a chargeback has been filed during the valid delivery period timeframe.
- Assurance that this issue will not result in a defect on our account, as this is neither a late shipment nor an unfulfilled order, but rather a case of delivery challenges beyond our control as buyer has not engaged with our outreach efforts.
Chargeback claim due to customer not engaging with the delivery
Dear Amazon Support,
We need your help regarding the situation regarding a chargeback recently filed. The order has not yet been delivered due to multiple delivery attempts made by the carrier, during which the buyer was unavailable to receive the package.
Despite the delivery challenges, we have:
- Consistently updated the buyer on the delivery status through Amazon messaging, additionally with offers of replacement or refund.
- Attempted to contact the buyer via phone for delivery updates, but have not received any response on either channel.
- Monitored the shipment closely, and today marks the final day within the expected delivery window.
We are requesting the following:
- Clarification on how to proceed now with refund that a chargeback has been filed during the valid delivery period timeframe.
- Assurance that this issue will not result in a defect on our account, as this is neither a late shipment nor an unfulfilled order, but rather a case of delivery challenges beyond our control as buyer has not engaged with our outreach efforts.
2 risposte
Seller_4zBzdtgCyS9EI
Chargebacks are decided by the bank, not Amazon. They simply provide the information they have. The buyer is either a fraud, or unable to pick up packages for various reasons. Sounds like you have signature confirmation on it due to value. If it is worth it, I would go to the carrier's site and open a package intercept request immediately. The chargeback will play out, no matter what, there is nothing you can do, but secure your product. It will still get you some losses and a ding on your account, even if you are completely innocent.
If the item is not high value, reconsider signature confirmation as it leads to many unhappy customers not picking up.
NR_Amazon
@Seller_4Q8fHy394V9bw Thank you for your post to the forums! To tag along with what @Seller_4zBzdtgCyS9EI has already stated, I would recommend getting familiar with the Seller-fulfilled returns, refunds, cancellations, and claims and Respond to a chargeback claim help pages for the detailed end to end process.
In the event that the buyer was issued a refund that is not warranted due to the scenario at hand, please look into submitting a SAFE-T claim.
I hope this information helps you! In addition, further support can be requested through submitting a case with the Seller Support team!
Regards,
NR_Amazon
