Customer Agreement and Policies

Amazon Payments Unauthorized Transaction Policy

February 26, 2015

To report suspected fraud or unauthorized access to your account, please contact us toll-free at 866-216-1075.

Scope of Policy

This policy only applies to unauthorized or erroneous transactions or activities involving your Amazon Payments Account ("Payments Account") and any balances you hold or bank accounts registered with us. This policy does not apply to transactions involving credit cards. Please refer to Questions about your transaction? for inquiries regarding a credit card transaction or any dispute that you may have with a seller that has used our payments service.

Your Liability for Unauthorized Transactions

In no event should you disclose to anyone your password, security questions, or any other credentials used to access your Payments Account ("Credentials"). You should contact us AT ONCE if you believe your Credentials have been lost, stolen or otherwise compromised by anyone, or if you believe that a transaction has been or may be made using your Payments Account without your permission involving your balance or registered bank account (an "Unauthorized Transaction").

Under federal law, your liability for Unauthorized Transactions is determined by how quickly you report it to us. If you tell us within two (2) Business Days (as defined below) after you learn of the compromise of your Credentials, you can lose no more than $50 if someone used your Credentials without your permission. If you do NOT tell us within two (2) Business Days after you learn of the compromise of your Credentials, and we can prove we could have stopped someone from using your Credentials without your permission if you had told us, you could lose as much as $500.

In addition, you must inform us of any Unauthorized Transaction that appears in the transaction history in your Payments Account within 60 calendar days from the date we either (1) sent a notice to you that your account statement is available or (2) you otherwise learned of the Unauthorized Transaction by accessing your account history on our site or from your bank. If you do not inform us within 60 calendar days, you may not get back any money that you lost after the 60-day period and prior to your notice to us if we can prove that we could have stopped someone from taking the money if you had told us within such time period. If a good reason (such as a long trip or hospital stay) prevented you from telling us, we will extend the time periods accordingly.

In Case of Errors or Unauthorized Transactions

If you believe that your transaction history in your Payments Account, any confirmation for a transaction, and/or any transaction initiated through the Service is in error or is unauthorized, or if you need more information about any of the foregoing, you should contact us as soon as possible by telephone by calling (866) 216-1075, using the Contact Us page or writing to us at

Transaction Disputes
Amazon Payments, Inc.
P.O. Box 81226
Seattle, WA 98108-1226

When you contact us about an error or Unauthorized Transaction, provide us with the following information:

  • Your name, phone number, and the e-mail address associated with your Payments Account;
  • A description of the error or transaction that you are unsure about, and a clear explanation of why you believe it is an error or why you need more information;
  • The dollar amount of the suspected error;
  • The transaction date and associated transaction identification number from your Payments Account history, bank account statement, or e-mail confirmation;
  • A telephone number at which you can be reached in case we need further information; and
  • The name and telephone number of your bank if the error relates to a transfer to or from your bank account using your Payments Account.

If you provide us with this information orally, we may require that you send us your complaint or question in writing within ten (10) Business Days (as defined below). We will attempt to determine whether an error occurred within ten (10) Business Days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days (or ninety (90) days for transactions outside of the United States) to investigate your complaint or question. If we decide to do this, and your inquiry or complaint involves any amounts in question relating to the balance in your Payments Account, we may provisionally credit your Payments Account for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten (10) Business Days, we may not grant provisional credit of the disputed amount.

We will tell you the results of our investigation within three (3) Business Days after its completion. If we determine that there was no error, we will send you a written explanation, and we may, and you authorize us to, debit your Payments Account for the amount of the provisional credit. You may ask for copies of the documents used in our investigation.

Liability for Errors

We will correct processing errors that may occur with your Payment Account. If we do not complete a Transaction to or from your Payments Account on time or in the correct amount, we will be liable for certain losses or damages proximately caused by our failure as the law may impose in such cases. If our failure was unintentional and resulted from a bona fide error, our liability is limited to actual damages proved by you. However, there are some exceptions. For instance, we will not be liable where:

  • Through no fault of ours, you do not have enough money in your Payments Account or the bank account that you have registered under your Payments Account to make the transfer;
  • Funds in your Payments Account or bank account are subject to legal process or other encumbrance restricting transfer;
  • The transfer would exceed an established credit or withdrawal limit;
  • Any terminal or system (including our web site or services) was not working properly or other technical malfunction of which you were aware before you initiated the payment;
  • Circumstances beyond our control (such as flood, fire, power outages, mechanical or system failures) prevent the transfer despite our reasonable care to prevent such occurrences, including the loss or delay of your payments instructions in transmission to us over the Internet or mobile communications system; or
  • Other exceptions allowed by law or provided in our agreement with you.

Business Days

For purposes of these disclosures, our "Business Days" are Monday through Friday. Holidays are not included.