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All payment for Amazon orders must be made through Amazon Payments, the only accepted payment method for Amazon Marketplace transactions.
If your buyer received the item after a claim was resolved, they can contact Amazon to request that we recharge the credit card for the order.
Please note that this does not extend to cases where the buyer is simply disappointed with an item.
Amazon will ultimately determine material difference in accordance with the terms of the A-to-z Guarantee.
You can also go to the "A-to-z Guarantee Claims" link in your Seller Account to respond to claims.
Amazon encourages you to check your Seller Account regularly to track and respond to A-to-z Guarantee claims.
In these cases, immediate refunds initiated by you through Amazon Payments are the easiest and best course of action to resolve the problem.
If the item has been shipped or if you believe isn't materially different from how it's described in the item listing, then it's best for you to respond as quickly as possible and represent your version of what happened with the order or item.
When a buyer contacts their credit card company outside of Amazon when they have a problem with a transaction, the buyer submits a chargeback request.
If you don't, your buyer can file an A-to-z Guarantee.
Items are considered "materially different" in these circumstances: *Exception: Club editions of audio CDs should be listed against the detail page for the standard edition of the CD, even if the UPCs of the two editions are different, if the following criteria are met: 1) the content on both editions is identical and 2) a page with the UPC for the club edition does not already exist in the Amazon catalog. When submitting an A-to-z Guarantee claim with the reason "materially different," the buyer will need to select one of the reasons above and provide comments explaining why the item they received is materially different from the item they purchased.
If you don't respond or if the issue is not addressed to your buyer's satisfaction, the buyer can file a guarantee claim.
The guarantee claim eligibility window opens at three calendar days after the maximum estimated delivery date for the order, or 30 days from the order date, whichever is earlier.