How to defend against surprise chargeback on Amazon?

[ploughman]

I recently received this e-mail from Amazon services:

We are writing to let you know that the credit card issuer has contacted us on behalf of the buyer of the transaction listed below because the buyer states that he or she received merchandise that was not as described. Please request credit be issued to the buyer or explain why credit is not due.

Basically the buyer went the chargeback route as a FIRST resort, not using Amazon processes or contacting me at all. The merchandise in question was two pictures (sold with photos) that weren't one-of-a-kind (i.e. many of the same have been sold successfully) and were new with no condition issues.

I sent an e-mail to the buyer asking to let me help resolve any problems and gently saying it was out of line to bypass contacting the seller or using Amazon dispute resolution before going to a chargeback, but I haven't heard anything back. I have to respond to Amazon by Friday.

This is the first case of its kind I've had and very much looks like a scammer buyer. What should I do? I can prove a delivery (delivery confirm), but how do you prove a not-as-described? Any suggestions appreciated.

[jeffweico]

You can't. If the buyer wants a refund, they will get one.

Best you can do is advise Amazon that you were never contacted and they must not have been either, since this is the first you are hearing of it and there is no A-Z claim. Offer the refund and request the buyer send the merchandise back.

Hopefully, Amazon will then be able to just issue a refund WITHOUT incurring the chargeback. If that happens, it will just cost you an extra $25 and go on your record.

Unfortunately, the buyer ALWAYS has the upper hand. I really wish the credit card comapnies would put at least ONE roadblock in place regarding chargebacks. For instance, either show us proof that you tried to resolve this with the seller OR wait 60 days to file the chargeback. That would greatly reduce these early chargebacks!