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Default Chargeback on stealth account - defend or refund?

Noticed i have a chargeback on my Amazon Stealth selling page (didn't get an email from Amazon btw!)

When i click on the case there are no details of why the chargeback has been initiated and i have the option to represent my case or refund.
I have sent a message to the buyer asking what the issue is but have received no response.

It's only a low amount (£10) so i'm more worried about selling metrics.

Should i automatically refund and take the hit or should i represent my case by saying i have no idea what the issue is and the customer isn't responding?

I'd guess if a customer has gone direct to his bank they are going to be quite determined to persue this and cause problems for my account?
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  #2  
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Default Re: Chargeback on stealth account - defend or refund?

Personally I try not to rock the boat with Amazon.

Since it’s only a low amount I would just move on and take the hit
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Default Re: Chargeback on stealth account - defend or refund?

A chargeback is usually because the buyer did not have permission to use the payment card. It is unlikely to be because of anything youíve done. If so, youíd more likely get hit with an A-Z.
Simply answer the case, you are not being asked to volunteer a refund at this stage so it could be seen as odd by Amazon if you did.
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Default Re: Chargeback on stealth account - defend or refund?

Quote:
Originally Posted by tinsoldier View Post
A chargeback is usually because the buyer did not have permission to use the payment card. It is unlikely to be because of anything youíve done. If so, youíd more likely get hit with an A-Z.
Simply answer the case, you are not being asked to volunteer a refund at this stage so it could be seen as odd by Amazon if you did.
Thanks.

My only concern would be if they came back with an inauthentic complaint which would jeopadise the account.

The fact that they haven't answered my message suggests that they know nothing about the order (i have had family members using mums account before!).
Does Amazon refund them in this case or do i have to take hit?
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Default Re: Chargeback on stealth account - defend or refund?

I think your buyer wants to get something for free.
It is online shoplifting.
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Default Re: Chargeback on stealth account - defend or refund?

Quote:
Originally Posted by pothos View Post
I think your buyer wants to get something for free.
It is online shoplifting.
Itís crazy how many buyers get away with it though.

Years ago I used to sell a low value (£7) high volume item which was sent out just standard postage with no tracking. We would dispatch around 50 - 100 daily and have 2 or more people each day claim it hadnít arrived
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Default Re: Chargeback on stealth account - defend or refund?

I may have no choice to refund. Looking at the 'represent your case' page i am asked to provide a tracking number. It looks like i can't proceed without adding one.

Like the poster above i'm selling low value items in quantity. The Amazon shipping credit doesn't cover tracked postage and i don't get enough 'non delivery' claims to warrant using it (plus i would bring the post office to a standstill on busy days).
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Default Re: Chargeback on stealth account - defend or refund?

Quote:
Originally Posted by chris100 View Post
I may have no choice to refund. Looking at the 'represent your case' page i am asked to provide a tracking number. It looks like i can't proceed without adding one.

Like the poster above i'm selling low value items in quantity. The Amazon shipping credit doesn't cover tracked postage and i don't get enough 'non delivery' claims to warrant using it (plus i would bring the post office to a standstill on busy days).
I used to price it into my costs. I based everything on 1 in 50 claiming it wasnít delivered. But the difference in signed for vs standard more than made it worth it
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Default Re: Chargeback on stealth account - defend or refund?

You can let the post office near the buyer's address knows that this person opens a chargeback to get your product for free.
If this person does many times and the post office might do something.
That is mail fraud.
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Default Re: Chargeback on stealth account - defend or refund?

Quote:
Originally Posted by pothos View Post
You can let the post office near the buyer's address knows that this person opens a chargeback to get your product for free.
If this person does many times and the post office might do something.
That is mail fraud.
With their name and address you could go even further and start writing to their neighbours asking if they have had the item accidently delivered to their address instead?
If the product is discreet and personal it could cause the buyer a lot of embarassment.
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Default Re: Chargeback on stealth account - defend or refund?

Quote:
Originally Posted by jas View Post
I used to price it into my costs. I based everything on 1 in 50 claiming it wasnít delivered. But the difference in signed for vs standard more than made it worth it
But that's a lot of refunds. Didn't that hurt your metrics?
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Default Re: Chargeback on stealth account - defend or refund?

Quote:
Originally Posted by chris100 View Post
But that's a lot of refunds. Didn't that hurt your metrics?
No, on eBay most buyers would be looking for a second free item anyway which for me to send out still didnít put me at a loss (but also not in profit)
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Default Re: Chargeback on stealth account - defend or refund?

Quote:
Originally Posted by jas View Post
No, on eBay most buyers would be looking for a second free item anyway which for me to send out still didnít put me at a loss (but also not in profit)
Just using Ebay as a comparison for this Amazon thread? Or having issue on both platforms
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