Customer help > Managing your orders and transactions

Disputing transactions

We at Amazon Pay want every transaction to go as smoothly as possible, but in rare cases, disputes will occur.

In this article

Contacting merchants

Because an Amazon Pay transaction is an agreement between a merchant and their customer, we recommend that customers contact the merchant to resolve any issue.


When and how should I contact the merchant?: 1:50

Contact a merchant to resolve an issue

  1. Go to Amazon Pay, click Shoppers, and then sign in using your Amazon credentials.
  2. On the Account Activity page, find the appropriate order or transaction, and then click Details.
  3. On the View Order Details page under Contact merchant, click the merchant's email address, enter your message, and then send them an email about your issue.

You can speed the resolution of your problem by providing the following information in your initial communication:

  • Order details, like the order reference provided by the merchant and the list of items in the order
  • The cost of each item in the order
  • Shipment/delivery details
  • Nature of the problem(s) with the order
  • Your preferred resolution for the problem

Disputing a transaction

When the issue does not relate to the services offered by Amazon Pay directly but to the services provided by the merchant, or if the issue cannot be resolved with the merchant, you can dispute the transaction with Amazon Pay by filing a claim directly from the View Order Details page.

For information about valid reasons for disputing a transaction, see Buyer dispute program.

File a claim about a transaction

  1. Go to your Account Activity, and then sign in.
  2. On the Account Activity page, find the appropriate order or transaction, and then click Details.
  3. On the View Order Details page, click File/View Claim.
  4. Enter information about the transaction as prompted.

You need the following information to dispute a transaction:

  • Date of transaction
  • Amount of transaction
  • Order/Transaction ID
  • Description of the problem

After completing the online dispute form, your dispute will be sent to the Amazon Pay investigations team for review. Although we will 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 physical goods that are eligible for coverage under the Amazon A-to-z Guarantee for buyers, we will treat submissions as an A-to-z Guarantee claim.


What is Amazon Pay’s A-to-z Guarantee?: 2:17

See also

  • Buyer Dispute Program
  • Unauthorized charges
  • Canceling payments or orders
  • Canceling your subscriptions and payment authorizations