Manage A-to-z Guarantee claims and chargebacks

With HAQM Pay services through Buy with Prime, you have access to the HAQM Pay A-to-z Guarantee program. The HAQM Pay A-to-z Guarantee provides customers with an opportunity to obtain a full reimbursement for their purchase or cancel their authorized payment if they aren’t satisfied with a purchase made using HAQM Pay on a third-party site.
For every claim submitted by a customer through the A-to-z Guarantee claims process, HAQM Pay sends you an email with details of the claim and requests your response, giving you an opportunity to present your side of the issue. A-to-z Guarantee claims emails are sent to the email address that you used when creating your HAQM Pay account. The emails appear with the subject “HAQM Pay A-to-z Guarantee claim filed for HAQM Pay Order ID <>”, from “amazon-pay-seller-guarantee@haqm.com.” You can respond to the claim by replying to the email with the requested information. If you have a Seller Central account, you can also manage your claims in the A-to-z Guarantee claims page in your HAQM Pay account, which you can access in Seller Central using the marketplace switcher. You can find the link to this page in the Performance section.

Important:

• You have seven calendar days to respond to HAQM Pay’s notification, but it’s a best practice to reply immediately. Within the seven-day period, you can issue a refund to the customer or represent your case to HAQM. If the item that is the subject of the claim hasn’t shipped, you can cancel that portion of the order. If you don’t respond within the seven-day period, HAQM Pay automatically assigns the claim to you. For assigned claims, HAQM Pay reimburses the customer and can either debit your account or cancel any future payment, as appropriate.
• HAQM Pay might follow up with you to request more details as the investigation of the claim progresses. Keep track of all emails from HAQM Pay. If HAQM Pay requests more information, you must respond within three business days. If you don’t respond within three business days, the case is closed in favor of shopper.

How to respond to HAQM A-to-z Guarantee claims:

For information, go to Respond to A-to-z claims.

When a cardholder has an issue with a charge on their credit card, they can contact their bank to dispute the charge. The bank then makes a chargeback or inquiry with the merchant. Chargebacks and inquiries follow a similar process, but an inquiry doesn’t charge you during the investigation. Chargebacks, however, deduct the disputed amount and an additional chargeback fee from your account immediately when the chargeback is requested. If the chargeback is resolved in your favor, the disputed amount is returned to you.

How to respond to chargebacks:

For more information, use this link to search the Shopify help center for “chargebacks”.