01 Purpose

This Chargeback Policy (“Policy”) establishes the terms, procedures, and consequences related to chargeback disputes initiated by customers through their banks, credit card issuers, or payment processors against purchases made from Southern Aminos LLC (“Southern Aminos,” “we,” “us,” or “our”).

This Policy is designed to protect both Southern Aminos and our customers by ensuring that chargebacks are handled fairly, that evidence is thoroughly evaluated, and that the dispute resolution process is transparent and consistent. By placing an order, you acknowledge that you have read and agree to this Policy.

02 What Is a Chargeback?

A chargeback is a formal dispute initiated by a cardholder through their bank or credit card issuer that reverses a previously completed transaction. Unlike a refund — which is processed directly by the merchant — a chargeback is processed through the cardholder’s financial institution and involves a formal dispute resolution process governed by card network rules (Visa, Mastercard, American Express, etc.).

Chargebacks are subject to specific reason codes defined by the card networks. Each reason code corresponds to a particular type of dispute (e.g., “goods not received,” “not as described,” “fraudulent transaction”). Southern Aminos evaluates and responds to all chargebacks based on the applicable reason code and the evidence available.

03 Pre-Dispute Resolution Requirement

Southern Aminos requires all customers to attempt direct resolution with our support team before initiating a chargeback. This requirement is consistent with card network guidelines that encourage cardholder-merchant communication prior to formal dispute filing.

3.1 How to Request Resolution

1. Contact Support: Email cs@southenaminos.com with your order number and a detailed description of the issue.
2. Acknowledge Receipt: Our support team will acknowledge your inquiry within 24–48 business hours.
3. Provide Evidence: Submit any supporting documentation requested (photos, videos, delivery confirmation, etc.).
4. Allow Processing Time: Permit 5–10 business days for our team to investigate and resolve the issue.
5. Receive Resolution: You will be notified of the outcome via email. Approved resolutions may include a refund, replacement, or other appropriate remedy.

3.2 When Pre-Dispute Contact Is Not Required

Pre-dispute contact is not required in the following limited circumstances:

• The transaction is confirmed as unauthorized fraud (you did not place the order and your payment credentials were compromised).
• Southern Aminos has ceased operations and is unreachable through all communication channels for 30+ days.
• The chargeback is initiated under a legal directive or court order.

04 Valid Chargeback Grounds

Southern Aminos acknowledges that chargebacks may be appropriate in certain circumstances. The following scenarios may constitute valid grounds for a chargeback, provided the customer has complied with the Pre-Dispute Resolution Requirement in Section 3:

05 Invalid Chargeback Grounds

The following scenarios do not constitute valid grounds for a chargeback. Disputes filed for these reasons will be contested with evidence and, if ruled in our favor, will result in the chargeback being reversed and the customer’s account being permanently terminated:

• Buyer’s remorse or change of mind — You no longer want the product after receiving it
• Product opened, used, or consumed — You used the product and then filed a dispute claiming dissatisfaction
• Did not read the Research Use Only Policy — You disagree with the research-only classification after purchase
• Non-refundable charges dispute — Disputing shipping fees, protection fees, or processing fees that are clearly stated as non-refundable
• Order entered fulfillment (regret over cancellation) — You requested cancellation after the order entered fulfillment and could not be cancelled
• Shipping delay within stated timeframe — The order arrived within the estimated delivery window but later than you expected
• Refused delivery without authorization — You refused the package without prior approval from Southern Aminos
• Incorrect address provided by customer — The package was delivered to the address you provided at checkout
• Stolen package without police report — You claim theft but did not file a police report or provide required documentation
• “Friendly fraud” / “chargeback abuse” — You received the product in good condition but filed a chargeback claiming you did not
• Product quality complaint without contacting support — You filed a chargeback without first reporting the quality issue through our support channels
• Disagreement with policy terms — You disagree with our refund, return, or shipping policies after agreeing to them at purchase

06 Chargeback Filing Process

If, after attempting resolution through our support team, you determine that a chargeback is necessary, the following process applies:

6.1 Customer Files Chargeback

The customer contacts their bank or credit card issuer and initiates a formal dispute. The bank assigns a reason code and temporarily credits the customer’s account while the dispute is investigated.

6.2 Southern Aminos Receives Notification

Our payment processor notifies us of the chargeback. At this point, the customer’s account with Southern Aminos is immediately suspended pending resolution.

6.3 Southern Aminos Prepares Response

We compile and submit evidence to the payment processor within the required timeframe (typically 7–30 days, depending on the card network). Evidence may include:

• Order confirmation and transaction records
• Shipping confirmation and carrier tracking data
• Proof of delivery (GPS coordinates, signature, delivery confirmation)
• Customer communication records (emails, chat logs)
• Product testing documentation and Certificates of Analysis
• Website terms and conditions acknowledged at checkout
• IP address and device fingerprinting data
• Any evidence that the customer did not attempt pre-dispute resolution

6.4 Bank Evaluates Evidence

The customer’s bank reviews evidence from both parties and makes a determination. This process typically takes 30–90 days from the date of the initial chargeback filing.

6.5 Resolution

The bank issues a final ruling. The chargeback is either upheld (customer keeps the credit) or reversed (funds are returned to Southern Aminos). See Section 8 for the consequences of each outcome.

07 Evidence & Documentation

Southern Aminos maintains comprehensive records for every transaction. In the event of a chargeback, we may submit the following categories of evidence:

7.1 Transaction Evidence

• Order timestamp, total amount, and payment method
• Payment gateway transaction ID and authorization code
• AVS (Address Verification System) and CVV match results
• Customer’s IP address and geolocation data at time of purchase
• Device fingerprint and browser session data

7.2 Fulfillment Evidence

• Carrier tracking number and real-time tracking history
• Delivery confirmation with timestamp and GPS coordinates
• Signature confirmation (if applicable)
• Weight verification at ship point and delivery point
• Photographs of packaged order prior to dispatch

7.3 Communication Evidence

• All email correspondence between the customer and Southern Aminos
• Support ticket records and response timestamps
• Record of whether the customer contacted support before filing the chargeback

7.4 Policy Acknowledgment Evidence

• Screenshot of terms and conditions checkbox at checkout
• Record of policy pages accessible via the website
• Timestamp of the most recent policy version at time of purchase

08 Outcomes & Account Consequences

09 Fraudulent Chargebacks & Friendly Fraud

Southern Aminos treats fraudulent chargebacks (also known as “friendly fraud” or “chargeback abuse”) with the utmost seriousness. Friendly fraud occurs when a customer files a chargeback for a transaction they authorized and for which they received the goods or services in the agreed-upon condition.

9.1 Examples of Friendly Fraud

• Claiming “goods not received” when tracking data confirms delivery
• Claiming “not as described” for a product that matches the listing exactly
• Filing a chargeback after receiving and using the product
• Filing a chargeback after already receiving a refund or replacement from Southern Aminos
• Using a product and then claiming it was defective to obtain a refund via chargeback
• Disputing a charge that was knowingly and willingly made by the cardholder

9.2 Consequences of Friendly Fraud

• Immediate permanent account termination — No exceptions, no appeals
• Full evidence submission to the bank — Including delivery proof, IP logs, device data, and communication records
• Reporting to fraud prevention databases — Customer information may be shared with industry fraud prevention services
• Legal action — Southern Aminos reserves the right to pursue civil remedies for chargeback fraud, including recovery of chargeback fees, lost merchandise, and legal costs
• Law enforcement referral Confirmed fraud may be reported to the Internet Crime Complaint Center (IC3) and relevant authorities

10 Chargeback Fees & Financial Impact

Chargebacks result in direct financial costs to Southern Aminos beyond the disputed transaction amount. Customers should be aware of the following:

• Chargeback fee: Southern Aminos is charged a fee by our payment processor for every chargeback received (typically $15–$100 per incident, depending on the card network and our chargeback ratio).
• Administrative costs: Time and resources spent gathering evidence, preparing responses, and communicating with the payment processor.
• Product loss: If the customer retains the product while the chargeback is pending, Southern Aminos bears the cost of both the product and the refund.
• Increased processing rates: A high chargeback ratio may cause our payment processor to increase our transaction fees or terminate our processing agreement, which impacts all customers.

These costs are one of the reasons why Southern Aminos takes chargeback abuse seriously and pursues all available remedies when chargebacks are filed improperly.

11 Customer Responsibilities

Customers who are considering a chargeback have the following responsibilities:

• Contact support first — Attempt to resolve the issue directly with Southern Aminos before contacting your bank (except in cases of confirmed fraud).
• Provide accurate information — Ensure the reason code selected for the chargeback accurately reflects the actual issue. Selecting an inaccurate reason code may constitute fraud.
• Preserve evidence — Retain all packaging, products, and documentation until the dispute is fully resolved. Do not discard or dispose of the product while a chargeback is active.
• Respond to inquiries — Respond promptly to any requests for information from your bank or from Southern Aminos during the dispute process.
• Withdraw invalid chargebacks — If you determine that a chargeback was filed in error, withdraw it promptly through your bank to minimize unnecessary costs and account consequences.
• Do not file duplicate disputes — Filing multiple chargebacks for the same transaction or opening new disputes after a final ruling is prohibited.

12 Representment & Second Chargeback (Pre-Arbitration)

If a chargeback is initially ruled in the customer’s favor, Southern Aminos may exercise the right to represent the chargeback by submitting additional evidence. This is known as the representment or pre-arbitration phase.

• If the representment is ruled in Southern Aminos’ favor, the funds are returned to us and the customer’s account is permanently terminated.
• If the representment is ruled in the customer’s favor, the dispute enters arbitration, which is a formal, binding resolution process managed by the card network.
• Arbitration involves significant costs for both parties and may result in the losing party being responsible for all arbitration fees.

13 Account Restriction List

Southern Aminos maintains an internal Account Restriction List that includes customers whose accounts have been terminated due to chargeback-related violations. Customers on this list are:

• Permanently prohibited from creating new accounts or placing orders through Southern Aminos
• Blocked at multiple levels — Including name, billing address, shipping address, email address, phone number, IP address, and device fingerprint
• Shared with partners — Information may be shared with affiliated businesses, payment processors, and fraud prevention networks at our discretion
• Subject to order cancellation — Any new orders placed under a different name or address that are linked to a restricted customer will be cancelled and refunded (minus non-refundable charges)

14 Policy Updates

Southern Aminos reserves the right to modify, update, or replace this Policy at any time without prior notice. Changes become effective immediately upon publication on our website. The most current version of this Policy is always available at southernaminos.com/chargeback-policy-2.

Customers are encouraged to review this page periodically. Continued use of the Southern Aminos website or placement of new orders after any Policy update constitutes acceptance of the revised terms.

15 Final Agreement

This Chargeback Policy, together with the Southern Aminos Terms & Conditions, Refund, Return & Replacement Policy, Research Use Only Policy, Shipping Policy, and Privacy Policy, constitutes the complete and exclusive agreement between Southern Aminos and the customer regarding chargeback disputes.

If any provision of this Policy is found to be unenforceable or invalid, the remaining provisions shall continue in full force and effect. The failure of Southern Aminos to enforce any provision of this Policy does not constitute a waiver of that provision or the right to enforce it at a later time.