This process is designed to happen quickly. The vendor has only 11 days to respond. This can be a pro and a con for both parties. For the customer, it means the merchant will have a smaller window to try to disprove the customer’s complaint. However, it means a customer has to act fast to shore up their case and come up with evidence to support their claim.
Keep in mind that it’s in Amazon’s interest to keep both customers and vendors happy. The e-commerce site doesn’t want to lose vendors any more than it wants to disappoint customers.
Vendors have to return money to a customer if the latter wins the Amazon chargeback claim and have to pay a fee This could upset vendors and cause them to find other alternatives to Amazon. However, if Amazon earns a reputation for not honoring customer complaints, customers will stop using their services.
It’s not useful to assume Amazon is biased in any particular way. They want to combat chargeback fraud committed by customers and protect vendors from trivial or inaccurate complaints. At the same time, they want to offer fair Amazon chargebacks to customers who have valid claims against fraudulent merchants or vendor mistakes.