On November 3rd, for order 701-5063519-9835407, we received an email stating the customer opened a chargeback request with their bank.

We answered that email on November 4th : (personal info removed for public forum)

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7 days ago (Mon, 4 Nov 2024 at 10:47 AM)

To:(removed for forum)

Hello Cb,

I hope you are doing fine today.

Here are below, the information required :

-- Confirmation that the order was shipped. YES

-- Date the order was shipped. (removed)

-- The name of the carrier used. Canada Post

-- Link of the shipper: (removed for Forum)

-- Delivery confirmation or tracking number along with signed proof of delivery, if available. 8339254752800639

-- Return and refund policy, as well as the cancellation policy.

​If the reason for your return is our fault, for example: the item arrived late, an incorrect item was received, an item is damaged or a faulty item, please open a return request and choose the appropriate option. We will then send you a prepaid label, for the safe return of your order, and issue a 100% refund.

The return period is 30 days from receipt of the item to opening a return request.

If the reason for the return is not our fault, for example: you bought it by mistake, you no longer need the item, it is not the color you wanted but the description is correct, then we offer you a choice:

If you want a full refund on the item, the postage for the return is your responsibility.

OR, if you do not wish to pay the return shipping costs, we can pay them for you, but then, we will only refund 80% of the item.

For more information, contact us at EhCanada!, (removed for forum).​

-- The return shipping address that your customer should use in order to return the merchandise in exchange for credit.

Quincaillerie Sainte-Julie inc.

Receiving department

(removed for Forum)

Hoping everything is as requested, I wish you a great day.

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Then today, November 11th, we receive an email stating we never answered them, therefore they sided with the customer.

This is absolutely false, and really, really insulting.

We have proof that they received our communication, Here is the PROOF, FROM THEM, THAT WE ANSWERED THEM :

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FROM AMAZON :

7 days ago (Mon, 4 Nov 2024 at 11:18 AM)

To:support <removed for forum>

Hello,

Thank you for your message.

You have written to a no replay email account. Replies to this message will not be responded to.

If you have sent order related information for the chargeback, then you can consider this as an acknowledgment for receiving chargeback details. The team will review the details and forward the documents/the information you provided to the customers card issuer if the dispute is eligible for Representment.

The team will contact you back if any information is required from your end else you can consider this information as sufficient.

It can take up to 60 days for the issuing bank to determine the final outcome. We will inform you of the decision only if you are held financially responsible for the chargeback.

If you have any other queries regarding chargeback then you can contact us via removed for forum

We are happy to help you with any questions or concerns you may have.

We highly appreciate your understanding and co-operation.

Thank you

Amazon Chargeback Team

Date: Mon, 04 Nov 2024 15:47:17 +0000

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Here is what we received today after showing them PROOF that THEY answered OUR answer, on November 4th :

Hello,

We have received your email about the order 701-5063519-9835407.

In order to appeal a chargeback, you must respond to our dispute notification within 7 calendar days.

We sent you a notification email on 11/03/2024 explaining how to respond to this dispute, but we did not receive a timely response. As a result, the dispute was resolved in the customer's favor.

The dispute notification email that was sent on 11/03/2024, as shown below:

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Followed by :

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We received your email about the order 701-5063519-9835407.

You are responsible for the disputed amount of the order if the dispute is successfully closed by the card issuer in the buyer's favor.

Your account will not be credited for the amount refunded to the buyer.

For more information about customer chargebacks, go to the "Chargebacks" help page:

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THIS IS HIGHWAY ROBBERY.

We have PROOF that we answered with ALL the correct information, to prove that we received a legitimate order, and we shipped said order.

We have PROOF that Amazon received our answer, as their email received on November 4th CLEARLY states that they received the information.

This is highly unacceptable. I URGE a human at Amazon to look into this!

@Daryl_Amazon You're one of the only person that ever answered us, might this fall under your team??