When a buyer contacts their credit card company to request a chargeback, the credit card company will contact Newegg to request details about the transaction. If the chargeback is due to any fraudulent payment-related reason, Newegg will handle the investigation and respond to the credit card company. However if the chargeback is due to any product, shipping, or service-related reasons, then Newegg will contact the seller via email to request additional information on the transaction to support Newegg disputing the chargeback on the seller’s behalf.
The seller has two options upon receiving this email from Newegg:
1) issue an immediate refund in full by using the RMA refund function on the Seller Portal and confirm back to Newegg the refund has been issued.
2) represent your case to the credit card company via Newegg by providing the Newegg investigator with all relevant information regarding your transaction in question. For either option, the seller must respond to Newegg within 3 business days, or the credit card company may decide in favor of the chargeback in which case the seller’s account is debited for the transaction. The seller should always reply to any additional requests for information without omission within the time frame stated in the request from Newegg.
In case the seller chooses to represent their case to a credit card company via Newegg, the seller should always include the following information in the response sent to the Newegg investigator:
- Provide the shipping date, the shipping method used, and any tracking information. If the buyer claims they received an item that is materially different from what they saw on the website, we might request information about the item.
- Include any correspondence you might have had with the buyer in your response to our notification.
- Include as much information as possible in your initial response. If you don’t provide a sufficient response, don’t adhere to the Newegg Seller Agreement or Newegg Marketplace Policies, or the card issuer decides in favor of the cardholder, Newegg will debit the chargeback amount from your seller account.
A Newegg investigator reviews the information provided creates supporting documentation and submits it to the issuing bank on your behalf. We will contact you if further information is required. In some cases, Newegg would issue a full refund to the customer on the seller’s behalf to revert the chargeback if the initial response from the seller is missing critical information or the initial response is not received within the required time frame.
The final outcome can take up to 90 days (or longer in rare cases) from the date the charge was represented to the issuing bank. Such outcome will be reflected on your seller account transaction report if you are financially responsible for the chargeback.
If a seller feels that they were debited for a chargeback in error, contact the Seller Support team. Newegg will review your dispute. However, in the majority of cases, the issuing bank’s decision is final and there is no recourse to appeal that decision.