Handling Customer Disputes

The Amazon A-to-z Guarantee gives consumers confidence to shop anywhere using Amazon Payments. Key provisions of the A-to-z Guarantee include your products' condition and timely delivery. See Amazon A-to-z Guarantee for Sellers for more information.

It is important to realize that buyers who are unsatisfied with their order can file a dispute under the A-to-z Guarantee. If they do, you will receive an email from us, and you must respond within 5 business days with the requested information.

We encourage buyers and sellers to work together to resolve issues. However, in the event of an issue that the buyer and seller cannot resolve, we will use the information presented by the buyer and seller to settle the dispute.

Be sure to respond quickly to any A-to-z Guarantee claim, as your performance is measured partly based on the rate of successful A-to-z Guarantee claims made against you.

A chargeback is a reversal of payment issued by the bank when a buyer disputes a charge through the bank (and not through Amazon Payments). A chargeback can occur when a buyer has not received items, has been charged multiple times for a single purchase, or is dissatisfied with the purchase and has not been able to resolve the matter with the seller.

Typically, buyers contact their bank to request a chargeback. The bank notifies the credit card association, which in turn notifies us. We will work with credit card company to resolve the chargeback. We may request information from you to dispute the chargeback with the credit card association.

Amazon will work with you and the buyer to resolve the chargeback. You have 5 business days to respond to the chargeback dispute and supply any requested information, otherwise the dispute is automatically granted to the buyer.