Customer agreement and policies

Learn about how our customer agreement and policies may impact your business.

Start familiarizing yourself with key customer agreements and policies ranging from the Amazon Customer Service Policy, Acceptable Use Policy, and A-to-z Guarantee to Amazon Pay Reserve Policy and Amazon Pay fees. These policies apply to the products and services offered by Amazon Payments, Inc. (including “Amazon Pay,” “Pay with Amazon,” and “Checkout by Amazon”).

Amazon A-to-z Guarantee for Merchants

Wouldn’t it be smart to offer some sort of shopping guarantee as a business? That’s part of the reason Amazon created the A-to-z Guarantee, to make our shared customers’ online shopping experience a little more reliable. Over the years, Amazon has built a base of millions of satisfied shoppers by responding to their concerns and acting quickly to resolve them. With Amazon Pay, we extend this valuable customer trust to merchants through the Amazon A-to-z Guarantee program.


Customer Service Policy

Over the years, Amazon has built a base of millions of satisfied customers by providing them with high-quality service and responding to their concerns. We expect third-party merchants that are using Amazon Pay to provide the same level of service and responsiveness and to comply with this Amazon Pay Customer Service Policy.

If we find that any transaction violates this policy or is otherwise illegal, unsuitable, or results in an unacceptable customer experience, we may take any corrective action that we deem appropriate and is permitted by the Amazon Payments, Inc. Customer Agreement.


Amazon Pay fees

Amazon Pay fees are transaction-based and have a processing and authorization component. The transaction fee is composed of a domestic processing fee and an authorization fee, plus tax where applicable, charged when the purchase is successfully authorized and processed.

Compare a $10.00 transaction made using different solutions for different types of goods and services:

Solution Transaction
Domestic processing fee Authorization
fee: $0.30
Total transaction
Web &
$10.00 2.9% ($0.29) $0.30 $0.59
goods, services)
$10.00 4% ($0.40) $0.30 $0.70

Learn about Amazon Pay fees.

Buyer Dispute Program

Disputes about purchases of real-world goods between customers and merchants will occasionally occur. When this happens customers should first contact merchants directly to try to find a solution. If the parties can’t resolve their dispute, the Amazon Payments Buyer Dispute Program provides a mechanism to address the customer’s complaint, including under the Amazon A-to-z Guarantee. For transactions that aren’t covered by the Amazon A-to-z Guarantee, the Amazon Payments Buyer Dispute Program still allows customers to obtain our assistance in seeking the merchant’s further consideration. Amazon Payments doesn’t act as the agent of either party in any transaction or in resolving any dispute. Amazon Payments will attempt to resolve disputes by fostering good faith communication between customers and merchants.

Learn more about the Buyer Dispute Program.

Reserve Policy

Amazon Pay requires a reserve to manage financial liability created from disputed transactions from your customers, including chargebacks and A-to-z Guarantee claims. Reviews of A-to-z Guarantee claims, customer complaints, returns, and chargebacks can take 90 days or more. Rather than hold all funds that might be subject to a claim, we ensure a positive and reliable shopping experience for your customers by reserving only a portion of the funds in your account. We may waive some or all of the reserve requirements for specific merchants that meet internal Amazon Pay criteria.

Learn more about the Amazon Pay Reserve Policy.

Acceptable Use Policy

Take a moment to familiarize yourself with the Acceptable Use Policy, which lists items and activities that we prohibit because they may be illegal or inappropriate in connection with the use of our services. This policy applies to any person or entity using our payment service and any transactions that we’re asked to process. In limited instances, specific merchants may operate in some of these categories (other than illegal items and activities) after receiving direct prior permission from us. We may modify this policy at any time.

If we believe or suspect that any transaction violates this policy or is otherwise illegal or unsuitable, we may take any corrective action that we deem appropriate, including blocking the transaction, holding funds associated with a prohibited transaction, suspending or restricting the use of our service, terminating the accounts of violators, or any other corrective action.

Learn more about the Acceptable Use Policy.

Contact Amazon Pay customer support