How to dispute an Amazon Pay transaction

Here’s what to do if you don’t receive your order and the merchant isn’t responding.

When you use Amazon Pay to make a purchase on third-party websites, you’re protected under our A-to-z Guarantee.

Did your item never arrive?

If you don’t receive your order and the issue can’t be resolved with the merchant, or the merchant doesn’t respond, you can dispute the transaction with Amazon Pay.

Here’s what to do if you never received your item, the item you received was materially different from what was described, or the amount you were charged differs from the amount displayed at checkout or in the confirmation email.


1. Go to Amazon Pay activity page, and find the appropriate order or transaction.

2. Click Details & Support.

3. Choose File an Amazon Pay A-to-z Guarantee claim from the drop-down menu.

You’ll be prompted to enter the following information to dispute the transaction: date of transaction, amount of transaction, order/transaction ID, and description of the problem. You can file an Amazon Pay A-to-z Guarantee claim between 15 and 75 days after you have been charged for an order on a third-party website.

What happens next?

After completing the online dispute form, your case is sent to the Amazon Pay investigations team for review. Although we try to complete our investigation as soon as possible, it can take up to 45 business days before we reach a conclusion. During this time, we might contact you to obtain additional information about the situation.

For more details, visit the Amazon Pay A-to-z Guarantee support page.