Info on Chargebacks and A-to-z Guarantee Claims

[amy]

Greetings from Amazon.com.

When a customer files an A-to-z Guarantee claim or a chargeback with their credit card company, Amazon.com will contact the seller to request additional information about the transaction.  Though these claims may appear very similar, there are several key differences between the A-to-z Guarantee and chargebacks.

For instance, customers are working directly with their credit card companies when they file a chargeback.  Customers can file a chargeback with their credit card company at any time from one day until many months after the transaction has taken place.  Sellers are responsible for service chargebacks. While Amazon.com does request information in the process of investigating a chargeback, the final outcome of a chargeback request will be determined by the customer's financial institution.

With the A-to-z Guarantee program, the customer is dealing directly with Amazon.com.  There are specific timeframes when customers may file A-to-z Guarantee claims, and the outcome of Guarantee claims are determined by Amazon.com.  We encourage customers to file A-to-z Guarantee claims rather than chargebacks, but ultimately the decision regarding which claim to file is up to the customer.

Our Help pages provide additional information regarding A-to-z Guarantee claims and chargebacks:

http://www.amazon.com/exec/obidos/tg/browse/-/13832181/

In these pages, you will find more information regarding how chargebacks are different from A-to-z Guarantee claims and how the outcomes of these claims are decided.  You will also find guidelines for managing and responding to these claims.

Thank you for selling with Amazon.com.

http://www.amazonsellercommunity.com/for...dID=116357&tstart=0