So we’ve received a chargeback on a (low value sub £10) order on the final day it was due to be delivered, order posted 2nd class large so untracked, though it has RM 2D code, but this isn’t showing as scanned on delivery yet (might be late).
The chargeback reason is fraudulent purchase.
What’s our best course of action to represent this? I’m assuming it’s a customer who knows the system and is playing the game, having received the item and now getting a refund. Can’t of course prove that, and without delivery proof can’t prove that either.
Got until 24th to respond so keeping an eye on the 2d tracking hoping it is late and does eventually get scanned so at least I’ve got some proof of delivery to present. not holding my breath though.
Unfortunately with untracked post you’re at a disadvantage because the card issuer almost always sides with the buyer if there’s no delivery confirmation, so the best you can do right now is wait until closer to the 24th to see if the RM 2D code updates with a delivery scan and then submit that as evidence through Amazon’s chargeback response tool.
If it never shows, you can still respond with proof of dispatch (posting receipt, 2D code, and any internal logs), which sometimes helps but usually won’t win a fraud claim without delivery confirmation.
Going forward it’s worth considering using a low-cost tracked option for all orders, even cheap ones, because the occasional chargeback wipes out the savings on postage very quickly.
I’m not sure I follow that logic. this is the first chargeback in about 7 years (at a guess, literally can’t remember the last).
-RM LL is £1.55, most get scanned on delivery, a few don’t.
-Cheapest click n drop tracked rate is £2.70 for tracked 48 (I point blank refuse to use Evri, every parcel I am sent via them get’s lost (perhaps that’s why Hermes renamed themselves that, cos ‘every parcel gets lost’).
-For an item of only £5 (are cheapest offering) there isnt much margin after amazon fees as it is. Paying 55% for every order on shipping alone is madness, and pointless bothering with, and just in case there’s a rarer than hen’s teeth chargeback?
Either way, it’s looking likely I’ll have to accept and absorb this chargeback even though we fulfilled the order on time (and in all likelihood the buyer has received it and is the one committing fraud if anyone). So what’s the collateral damage (to our account health I mean, as I of course already know Amazon will deduct the entire order cost from our account for the refund).
Chargebacks are normally for fraudulent use of the card. As Amazon are the ones receiving the money, not you, it is Amazon’s responsibility to check whether the card has been used fraudulently, hence why they have so many checks in place, in conjunction with the card company. They are the ones taking the risk.
Usually, with chargebacks, you just tell Amazon the facts, ie order received on xxx, despatched on xxx, and tracking ref if any.
They “should” accept what you are saying and take the hit. But you know Amazon.
Chargeback claims are absolutely the easiest to respond to. You don’t even need to have tracking.
But you will need to locate the chargeback within Amazon and submit a response there.
I have never paid a chargeback. They are always covered by Amazon. So, you don’t need to have the tracking, I have been successful even without tracking.