How to do Chargeback Claims

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.

Under Performance > click ‘’Chargeback Claims’’

On Chargebacks > click ‘’Represent your case’’

Under ‘’Represent your case’’ (To fill out the following fields > Copy Order Id. > Go Manage Orders > Search for Order id. > Copy the information needed )

~Fill out Ship Date (Ship by:)

~Fill out Shipping Method (Carrier)

~Fill out Shipping Speed (Deliver by:)

~Fill out Tracking ID (Tracking ID)

~Fill out Comments (Chargeback Claims Template)

~Submit the Appeal

SOP: A-To-z Claims

The Amazon A-to-z Guarantee provides buyers with an opportunity to obtain a full reimbursement for their purchase or cancel their authorized payment if they are not satisfied with a purchase made on a third-party site using Amazon Payments.

Under Performance > click ‘’A-to-z Guarantee claims’’

Under ‘’A-to-z Guarantee claims’’ > ‘’Click Option to Appeal’’

(Get the Order ID > Go to Manage Orders > Search > Get the Order details)

~Go to Asana.com (Update the following fields)

~Order ID:

~ASIN:

~Customer Issue:

Check the the following information

~Carrier

~Tracking ID (Check if the address is the same as the address on the Order details)

~Appeal Decision ( A-to-z claims Template )

~Submit the Appeal