Chargeback is still pending when return package was received, should I refund now?
A buyer made a return request for an order a week ago (saying it's bought by mistake), but before the return was delivered, he filed a chargeback claim with his credit card company. The chargeback claim is currently "in processing" on Amazon. Today, I received the return order. Should I proceed with refunding the buyer now, or should I wait until Amazon and the buyer's credit card bank reach a decision on the chargeback claim? I'm concerned that if I refund the buyer now, it may negatively impact my order defect rate, as it could be interpreted as conceding in the dispute with the buyer. I would appreciate hearing your opinions on this matter. Thank you!
Chargeback is still pending when return package was received, should I refund now?
A buyer made a return request for an order a week ago (saying it's bought by mistake), but before the return was delivered, he filed a chargeback claim with his credit card company. The chargeback claim is currently "in processing" on Amazon. Today, I received the return order. Should I proceed with refunding the buyer now, or should I wait until Amazon and the buyer's credit card bank reach a decision on the chargeback claim? I'm concerned that if I refund the buyer now, it may negatively impact my order defect rate, as it could be interpreted as conceding in the dispute with the buyer. I would appreciate hearing your opinions on this matter. Thank you!
6 respuestas
Seller_4zBzdtgCyS9EI
since you received the return I would issue a refund, if it lets you
Seller_JELEnXFOrnw4L
What do you think the decision could be if you received the item back?
Issue a refund.
Seller_kIukTwdhvntAp
This is a rare case where I disagree with @Seller_4zBzdtgCyS9EIand @Seller_JELEnXFOrnw4Land wouldn't worry about any order defect rate (unless you are at a danger level).
This is AMAZON and we all know they have limited competence. I see a clear path here where YOU refund and then THEY charge you for the credit card charge back. You end up out double!
In addition, if you refund there goes the Safe-T for the return shipping (if Amazon charged you for it). While it says buyer faulted, did Amazon charge you for the label or is it sitting in the return waiting for you to approve or charge?
Tatiana_Amazon
Hi @Seller_Don6m8XiYucKY,
I know it's been a couple of weeks since you posted this and the issue has likely cleared up so I just wanted to pop in and ask how it turned out?
Typically, if you have already provided a refund and a buyer subsequently requests a chargeback from their card provider, you can provide proof of the refund in the Represent your case section of the chargeback (Performance>Chargeback Claims>Represent your case option is listed under both All and Action Required tab). This respond to a chargeback claim help page is a good one to have on hand if you ever encounter this situation again in the future (although I hope you don't!).
Tatiana
