Customer help > Managing your orders and transactions

Handling returns and refunds

All merchants can issue a refund on payments that you have made to them as well as process exchanges in the kinds of situations described in the Amazon Pay A-to-z Guarantee for Buyers. If you want a refund of a payment that you made or to exchange an item, we ask that you first contact the merchant to explain the situation and to make appropriate arrangements for a return or replacement in accordance with the merchant's return policies.

Contact the merchant

  1. Go to Amazon Pay, click Sign in, select Check your Amazon Pay orders
  2. Sign in using your Amazon credentials.
  3. Find the appropriate order or transaction, and then click Details.
  4. On the View Order Details page under Need to resolve a problem with your purchase? select Request return, refund, or cancellation.
  5. Select Send to merchant

    You may also contact the merchant directly by using the contact information under Business details by clicking the merchant's email address, enter your message, and then send them an email about your issue.

Although you have purchased the item from the merchant, not from Amazon Pay, we want to make sure that your order works out. If you have any difficulties contacting the merchant, if you do not receive a reply from the merchant within 3 business days, or if you can't come to an agreement about a return, please contact Amazon Pay.

When we receive a report from you, we'll investigate the status of your order and take any actions available to us to resolve the problem.

See also