Chargeback best practices
As the economic impact of the COVID-19 crisis unfolds, Amazon Pay recognizes merchants are being impacted in unprecedented ways. In an effort to mitigate some of the uncertainty, Amazon Pay is temporarily relaxing its chargeback policy in two ways:
- Required chargeback response times are being extended to 20 days from the current 11 days.
- Amazon Pay is proactively waiving the Disputed Chargeback Fee for Amazon Payments merchant accounts in active state.
Both changes are in effect through September 30, 2020.
A chargeback occurs when your customer contacts their bank or credit card company to dispute the charge for an order that they placed on your website. Chargebacks are also known as "charge disputes" and “reversals,” and they can be filed for a variety of reasons, including unauthorised use of the credit card.
Consider taking the following steps which may help prevent disputes:
- Review and comply with the information in the Acceptable Use Policy.
- Describe your products and services in as much detail as possible.
- Create customer service and business practices to provide for opportunities to resolve customer disputes in a manner that meets both the needs of the customer and your business.
- Make return and refund policies easily accessible to all customers on your website, particularly during the purchase and checkout process.
- Provide easy access to customer service. Ensure customer service contact information is visible so customers can contact you with questions or concerns. Always respond to customer contacts as quickly as possible.
- Use a shipping method that provides a tracking number and requires a signature from the recipient.
- Keep records of the date on which the merchandise was shipped, the shipping method used, and any available tracking information for at least 6 months past the order date.
- Do not change the shipping address that was provided to you by Amazon Pay. You are liable for any disputes filed for orders that you send to a different shipping address.
- Retain a copy of the order confirmation email or receipt that was provided to the buyer.
- Retain a copy of any communication that you had with the customer regarding a disputed item.
Note: If you choose to dispute a chargeback and request assistance from Amazon Pay, we assess a Disputed Chargeback fee of £14, and we will require you to provide us with information that we will need to dispute the claim. For detailed information, see the Chargeback FAQ.