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Customer Agreement and Policies

Amazon Pay A-to-z Guarantee for Customers

We want you to buy with confidence anytime you make a purchase when using Amazon Pay. That's why we guarantee purchases from third-party merchants when payment is made using Amazon Pay for qualified purchases on third-party websites. The condition of the item you buy and its timely delivery are guaranteed under the Amazon Pay A-to-z Guarantee. The Amazon Pay A-to-z Guarantee also covers you if you do not receive an agreed-upon refund from a third-party merchant or if a third-party merchant charges an amount greater than the amount you authorized for your purchase.

The following policy applies to the purchases made on third-party sites using Amazon Pay. For details about A-to-z Guarantee protection for purchases made on the Amazon.com website, see A-to-z Guarantee.

The following items and situations are not covered by the Amazon Pay A-to-z Guarantee:

  • Payments for services
  • Payments for digital subscriptions
  • Digital merchandise
  • Cash or stored value instruments
  • Bill payments
  • Charitable donations
  • Political contributions
  • Prohibited items (including items violating the Amazon Pay Acceptable Use Policy)
  • If you paid by credit card and the issuing bank has initiated a chargeback
  • Damage or loss that occurs to goods after they are delivered to the destination you provided to your merchant (including a freight forwarder)

You are eligible to receive up to $2,500 of the purchase price, including shipping charges. Your reimbursement may be provided in any form determined by Amazon, including through a refund to your original payment method or to your Amazon.com Gift Card Balance. Amazon.com Gift Cards are subject to Terms and Conditions and can only be used to purchase eligible goods and services on Amazon.com and certain related sites as provided in those Terms and Conditions.

You can file an Amazon Pay A-to-z Guarantee claim after you've contacted the third-party merchant and have waited one calendar day for the merchant to address the issue and, if you return an item, 14 days after the merchant’s receipt of the returned item to receive a refund or 30 days to receive a replacement. If your return doesn't have tracking information, your claim may not be covered by the Amazon Pay A-to-z Guarantee. If you receive an item from your order and it is damaged, defective, or materially different from the item depicted in the third-party merchant's description, you must contact the third-party merchant within 14 days of receipt to request return information.

To contact a merchant

  1. Go to https://pay.amazon.com, and then sign in.
  2. On Your Amazon Pay Activity page, find your transaction, and then click Details.
  3. Under Contact merchant, find their email address, and then send them an email.

You can file an Amazon Pay A-to-z Guarantee claim between 15 and 75 days after you have placed an order on a third-party website if, after contacting the third-party merchant and allowing for a resolution in the timelines set forth above, the merchant has failed to address one of the following issues:

  • The merchant failed to deliver the items within the maximum estimated delivery date communicated to you. If you refuse a delivery, your claim may not be covered by the Amazon Pay A-to-z Guarantee.
  • You received the item, but the item was defective, damaged, or materially different from the item depicted in the merchant's description.
  • The merchant does not accept the return of the item in accordance with the return policy on their own website.
  • The merchant has charged an amount greater than the amount you authorized for your purchase.
  • You returned the item to the merchant per an agreement between you and the merchant, and the merchant has not provided the agreed-upon reimbursement after receiving the item.

To file an Amazon Pay A-to-z Guarantee claim

  1. Go to https://pay.amazon.com, and then sign in.
  2. On Your Amazon Pay Activity page, find your transaction, and then click Details.
  3. Click File/View Claim.

About claim reasons

When filing an Amazon Pay A-to-z Guarantee claim, choose a reason for the claim.

Permissible reasons for filing an Amazon Pay A-to-z Guarantee claim are described in the table below.


Reason
Use when...
Options for this reason
I returned my order
  • A merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility. This makes it "materially different." In such cases, that merchant should provide a refund within 14 days of their receiving the returned item or a replacement within 30 days of their receiving the returned item.
  • You returned an item under the merchant's return policy but didn't receive a refund.
When submitting your claim, provide more details by choosing one of these options:

Received no refund
You returned the item but did not receive a refund from the merchant.
Received no replacements
The merchant promised a replacement, but you did not receive a replacement.
Received insufficient credit
The merchant issued you a refund, but it's less than what you expected.
Ordered wrong items
You returned an item you ordered by mistake.
I didn't receive my item or received it late
  • The estimated delivery date noted on your purchase detail page or purchase confirmation email has passed and you have still not received the items.
  • Your items did not arrive by the estimated delivery date.
When submitting your claim, provide more details by choosing one of these options:

Received item late and want to return the item
The item arrived after the estimated delivery date, and you want to return the item to the merchant rather than keep it.
Did not receive full order or part of the order
Some or all items in the order have not been delivered to you yet.
Received item late and would like to receive shipping credit
The item arrived beyond the estimated delivery date, but you would keep it if the merchant were to issue you a refund for your shipping costs.

My order contained damaged, defective, or incorrect items
  • A merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility or it is "materially different." That merchant does not issue a refund within 14 days of shipment or replacement within 30 days of shipment.

    Note: This doesn't include cases where you're simply disappointed with an item.

Items are considered "damaged/defective or incorrect" in these circumstances:

Wrong version or edition
You received the item ordered, but it's a different version or edition than what appeared on the product page.
Item condition or details not as described
You received the item ordered, but it was a different condition (for example, used or refurbished instead of new) or had an important detail that was not explained on the product page.
Item was completely different from what was ordered
Merchant mistakenly sent an incorrect item. (for example, Audio CD instead of DVD).
Missing parts or components
The item is missing parts or components. (for example, camera kit was supposed to include a tripod, but it was not received.)
Item defective during first use
When you tried to first use the item, it did not work (for example, HDTV did not turn on).
Item defective after first use
The item did not work or was broken on second or subsequent use.
Damaged item
The item delivered was visibly damaged (for example, plastic storage that you ordered had chipped pieces).
When submitting an Amazon Pay A-to-z Guarantee claim with the reason "order contained damaged/defective/incorrect items," you need to choose one of the reasons above and provide comments explaining what happened.
I was charged more than I expected
  • The merchant charged you an amount greater than what you authorized for your order.


To view claim status

  1. Go to https://pay.amazon.com, and then sign in.
  2. On Your Amazon Pay Activity page, find your transaction, and then click Details.
  3. On the Purchase Details page, click View/File Claim. Amazon Pay will also send you updates about your claim to the email address associated with your Amazon account.

Withdraw a claim

If you reached a resolution with the merchant, you can withdraw your claim. To do so, just reply to our initial claim confirmation email.

About denied claims

Claims can be denied for a variety of reasons. The common reasons for a claim denial include:

  • The item received was the same as described by the merchant.
  • The item was received and the merchant provided verification of delivery.
  • You failed to respond to a request for further information.
  • The claim was filed because of customer remorse rather than an actual issue with the item.
  • You filed a chargeback with your payment processor or bank.
  • You were unwilling to return the item to the merchant.

Appeal a denied claim

If your Amazon Pay A-to-z Guarantee claim is denied, you can appeal the decision. To make an appeal, just reply to our claim denied email.