Caught in middle: chargeback for item not received ongoing dispute

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Apr 11, 2021
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Hello all, just wanted to update my status: still no response yet from Synchrony via the chargeback issue related to the iMac not delivered via Amazon.

Per notes I made on the calendar, accroding to Synchrony they may have until May 13 to make a decision in the current chargeback as they are counting it from the March 8th/9th reopening.

Just wanted to update the status from April 17 to indicate that there has been no change.
 
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mmb

Verified Member
Jan 20, 2015
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@DanceShirl -even if synchrony does indeed settle the dispute in your favor, Amazon may still consider you to be responsible for payment.
You might very well find yourself banned from Amazon.
I don’t mean to imply that you are wrong or should change course. I’m just sayin.....this is sometimes how these issues play out.
 
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Apr 11, 2021
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Thank you. I haven't been able to change course: I originally contacted Syncrhony in December and asked them to cance the dispute so the pending A-Z claim could be completed. I didn't know enough yet to do that in writing, so I did it via phone and their chat service several times in December and January. It didn't work. I'm aware that I might be banned from Amazon even though their records show it was never delivered, I just have no idea what to do at this point either way. If the chargeback is denied or if it goes through, it seems really gloomy.

I ask myself all the time: do I just bite the bullet and pay $2K for something that was clearly lost in transit and then try to pursue a replacement from Amazon? If the chargeback is successful, do I fight another battle with Amazon directly and if so how do I do that? I don't expect this team to be able to answer those for me, it's just what I worry about constantly.

There don't seem to be any good options. It was an accidental chargeback to begin with but now it seems that I am doomed to failure because I wasn't able to rectify it right away. It feels like chargebacks are destined for failure regardless, and I didn't even know that there was such a thing or that I had accidentally started one.
.
 
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Jan 6, 2021
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Thank you. I haven't been able to change course: I originally contacted Syncrhony in December and asked them to cance the dispute so the pending A-Z claim could be completed. I didn't know enough yet to do that in writing, so I did it via phone and their chat service several times in December and January. It didn't work. I'm aware that I might be banned from Amazon even though their records show it was never delivered, I just have no idea what to do at this point either way. If the chargeback is denied or if it goes through, it seems really gloomy.

I ask myself all the time: do I just bite the bullet and pay $2K for something that was clearly lost in transit and then try to pursue a replacement from Amazon? If the chargeback is successful, do I fight another battle with Amazon directly and if so how do I do that? I don't expect this team to be able to answer those for me, it's just what I worry about constantly.

There don't seem to be any good options. It was an accidental chargeback to begin with but now it seems that I am doomed to failure because I wasn't able to rectify it right away. It feels like chargebacks are destined for failure regardless, and I didn't even know that there was such a thing or that I had accidentally started one.
.
Let’s see what happens with the chargeback and then cross the next bridge when we get there!
 
Apr 11, 2021
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Quick question: my County Consumer Protection Agency has suggested that I also fill out a report for them to have on file. I am guessing that would also be after the chargeback results.
 

Mel65

Mar 23, 2015
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Ugh. This is a mess. No advice, just sympathy. Synchrony is the WORST. There is no reason they couldn't cancel the dispute for you; their customer service is just awful. I hope this all shakes out for you in the end! Good Luck.
 
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Apr 11, 2021
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I just received the following email less than 5 minutes ago: It is identical to one I received in the middle of March. I replied to that letter with the tracking information and evidence that the computer was not received at that time (March) and I have also replied just now with the letter your team helped me draft, including the information xxxed out here.
I have no idea what is going on. It's like a Moebius strip. . - Shirl

Hello,

We are writing to let you know that the credit or debit card issuing bank has raised a dispute regarding the transaction below.

To help us resolve this matter, please reply to this email and explain the reason for disputing this charge.

Please see the transaction details below.

If you believe that an unauthorized party may have accessed your account to place this order, please contact [email protected] An account specialist will investigate and take any necessary actions.

If you want to cancel or withdraw the dispute, please contact your card issuer.

If you authorized this transaction, your card issuer has withdrawn the funds and we therefore still require payment for the order. We can charge any valid card that is registered to your account. To pay for the order, please reply to this email with the following:

1. The last two digits of the card that you want us to charge, along with type of card and expiration date. For your security, do not send full card numbers by email.
2. All the order numbers you would like to repay now

We cannot charge any cards not registered to your account. To add a card, visit Your Account (www.amazon.com/your-account) and click Payment options.

You can also use any gift card balance you have in your account to pay for this order.

Here are the transaction details:

-- Order number: 1XXXXXXXXX
-- Order date: 12/04/2020 18:24
-- Disputed amount: 2060.67 USD
-- Payment type: AmazonPLCC
-- Account number: **XX
-- Items in order: 1 of (2020 Apple iMac with Retina 5K Display (27-inch, 8GB RAM, 512GB SSD Storage)) for 1899.0 USD

Please note that you might receive more than one notification email regarding this order and any other disputed orders.

You can authorize repayment for any or all disputed orders in a single response. To do so, just include the order number of the other dispute notifications in your reply. You do not need to reply to the other emails if you choose this option.

If you returned the merchandise, please send us the tracking information.

In the future, we recommend you to reach out to our customer service department or file an A-to-z Guarantee claim to resolve any issues related to purchases before contacting your credit card company. For more information, visit the "A-to-Z Guarantee" section of our Help pages (www.amazon.com/a-to-z-guarantee). The charges you dispute with your credit card issuer are no longer eligible for the A-to-Z Guarantee. This is to prevent duplicate refunds.

Account Specialist
Amazon.com
 
Apr 11, 2021
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I just checked my card balance and it looks like for the moment Synchrony has refunded the funds/removed the charges from my card. At this point it is primarily working with Amazon, if I understand correctly, yes? If so, I hope sending the same letter to them and offering to send the screenshots showing the tracking and the emails from Amazon frontline customer service will be the final resolution. Thank you for your time so far and I'll report back either way. Shirl
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
When you file a dispute, the credit card company gives you a conditional credit - good usually for 45 days- while they investigate. If they find in your favor, they send you a letter telling you the credit is permanent. If they find in favor of the business, they remove it. Make sure you get a final letter from the bank saying it’s permanent.
 
Apr 11, 2021
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Yes, I see that I haven't got that yet, no kind of official communication from the bank about this. I did get a letter the first time, March 8th, when they charged me again after they closed the first dispute not in my favor by using false equivalency, but I admit I hadn't know where/how to send all the evidence.

So, is it possible that between March 8th and today, despite everything in March, I sent, they were just thinking about whether or not to give the conditional credit and open a new chargeback?

This is really confusing because I got that same letter from Amazon in late March after the first one had resulted in me being charged for the computer again. So all this time, for the past 2 months, the bank hadn't decided what to do with all the documentation I sent.... Thanks for all your help so far. I guess I just wait some more and hope to hear something from someone so I can provide the evidence again.
 

jsn55

Verified Member
Dec 26, 2014
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San Francisco
Yes, I see that I haven't got that yet, no kind of official communication from the bank about this. I did get a letter the first time, March 8th, when they charged me again after they closed the first dispute not in my favor by using false equivalency, but I admit I hadn't know where/how to send all the evidence.

So, is it possible that between March 8th and today, despite everything in March, I sent, they were just thinking about whether or not to give the conditional credit and open a new chargeback?

This is really confusing because I got that same letter from Amazon in late March after the first one had resulted in me being charged for the computer again. So all this time, for the past 2 months, the bank hadn't decided what to do with all the documentation I sent.... Thanks for all your help so far. I guess I just wait some more and hope to hear something from someone so I can provide the evidence again.
I don't think you'll get any kind of official communication from Synchrony, you'll just need to follow your account to find out what they're doing. I had an issue recently with American Express and I received 6 letters via USPS over 7 weeks, none of which made any sense or even addressed my problem. And AmEx is supposed to have good customer service ... whereas I've heard a few complaints about Synchrony.

I'm glad people are reading these threads because it's important to understand that customer service by internet entities is nearly comatose, if it ever existed. Consumers are now required to make all the effort, and deal with nonsense responses as well. But I wouldn't give up the internet for anything!
 
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Apr 11, 2021
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Thanks. I haven't gotten any official document in the MySynchrony login communication area, but I did just get an e-mail from Amazon.com Synchrony in the header, saying that "a refund has posted for your Amazon Prime Store Card account" and it says in the details: Refund Posted Date: December 10, 2020, Merchant Info Amazon Retail etc.. I've printed the whole thing out because it shows that the email is actually dated today.

I am now officially confused by the sentence that the refund was posted December 10, 2020 (unless they are retroactively doing that because it's when the computer was actually lost during shipping? I have no idea) and why there's nothing in the official correspondence in the login area for the bank, but as long as I don't get charged again, that's all that matters. :) Thank you again for all your help so far!
 
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kenish

Sep 1, 2015
1,160
2,166
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KSNA
I am now officially confused by the sentence that the refund was posted December 10, 2020 (unless they are retroactively doing that because it's when the computer was actually lost during shipping? I have no idea)
If you carry a balance, you paid interest on the disputed amount. The refund is backdated to the transaction date to allow the interest to be recalculated since the "purchase" never took place.

Also if you did frequent transactions with Amazon, backdating the refund matches it with a transaction (especially important when the refund is partial, for example for one of 10 items in an order).

It sounds like neither of these apply to you and congrats on the refund.
 
Apr 11, 2021
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Thank you - I now think that it is indeed a refund - (WHEW!) I am sure that the excellent help of all of you in writing a clear, concise letter that I could send to all parties played a definite part, as well as then the additional outreach from County Consumer protection. I plan to make a donation. Thank you SO much again! I will recommend this resource to others.