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Customer Agreement and Policies

A-to-z Guarantee Protection for Buyers

We want you to buy with confidence any time you make a purchase on the Amazon.com website or use Amazon Payments; that's why we guarantee purchases from third-party sellers when payment is made via the Amazon.com website or when you use Amazon Payments for qualified purchases on third-party websites. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee. The Amazon A-to-z Guarantee will also reimburse you if you do not receive an agreed upon refund from a third-party seller or if a third-party seller charged an amount greater than the amount you authorized for your purchase.

The following policy applies to purchases made on third-party sites using Amazon Payments. For details on A-to-z Guarantee protection for purchases made on the Amazon.com website, please see the About A-to-z Guarantee Help topic.

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

  • Payments for services
  • Payments for subscriptions
  • Digital merchandise
  • Cash or stored value instruments
  • Prohibited items (including items violating the Amazon Payments 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 seller (including a freight forwarder)

Note:

You are eligible to receive up to $2,500 of the purchase price, including shipping charges.

You can file an A-to-z Guarantee claim after you've contacted the third-party seller and have provided the third-party seller one calendar day to address the issue.

To contact a third-party seller:

  1. Log in to your Amazon Payments account on https://pay.amazon.com/us.
  2. Locate your order or transaction on the Overview page.
  3. Click the Details link to view the transaction details.
  4. Click Problem with this transaction? or Problem with this order and then click Contact Seller.

You can file a claim if you have placed an order on a third-party website and, after providing the third-party seller one day to address the issue, one of the following conditions applies:

  • The third-party seller failed to deliver the items within the maximum estimated delivery date communicated to you
  • You received the item, but the item was defective, damaged, or not the item depicted in the third-party seller's description
  • The third-party seller does not accept the return of item in accordance with the return policy or on their own website
  • The third-party seller has charged an amount greater than the amount you authorized for your purchase
  • You returned the item to the third-party seller per an agreement between you and the seller and the seller has not provided the agreed upon reimbursement after receiving the item

    Note: You should provide the third-party seller 14 days to issue a refund from their receipt of the returned item. If you refuse a delivery or the return doesn't have tracking information, your claim may not be covered by the A-to-z Guarantee.

Please also note the following claim timeframes:

  • You must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim.
  • If you receive your item and it is damaged, defective, or materially different, you must contact the third-party seller within 14 days of receipt to request return information.

File an A-to-z Guarantee claim

To file an A-to-z Guarantee claim:

  1. Log in to your Amazon Payments account on https://pay.amazon.com/us.
  2. Locate your order or transaction on the Overview page.
  3. Click the Details link to view the transaction details.
  4. Click Problem with this transaction? or Problem with this order and then click Contact Seller.

About claim reasons

When filing an A-to-z Guarantee claim, select a reason for the claim.

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

Reason Use When... Options Under This Reason
I returned my order.
  • A third-party seller 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 third-party seller should be willing to offer a refund or exchange when contacted within 14 days of their receiving the returned item.
  • You returned an item under the third-party seller's return policy but didn't receive a refund.
 When submitting your claim, please provide further details by choosing one of these options:

Received no refund

You returned the item, but did not receive a refund from the third-party seller.

Received no replacements

The third-party seller promised a replacement, but you did not receive a replacement.

Received insufficient credit

The third-party seller issued you a refund, but it's less than you expected.

Ordered wrong items

You returned an item you ordered by mistake.

I didn't receive my item or received them late.
  • The estimated delivery date noted on your order detail page or order 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, please provide further details by choosing one of these options:

Received item late and would like to return the item

The item arrived after the estimated delivery date, and you would like to return the item to the third-party seller 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 third-party seller were to issue you a refund for your shipping costs.

My order contained damaged, defective, or incorrect items.
  • A third-party seller 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 third-party seller does not issue a refund or exchange within 30 days of shipment.

Note: This doesn't extend to 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 was displayed on the product page.

Item condition or details not as described

You received the item ordered, but it was a different condition (e.g., 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

Third-party seller mistakenly sent an incorrect item (e.g., audio CD instead of DVD)

Missing parts or components

The item is missing parts or components (e.g., camera kit was supposed to include a tripod, but it was not received.)

Item defective during first use

When you first tried to use the item, it did not work (e.g., 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 (e.g. plastic storage that you ordered had chipped pieces)

When submitting an A-to-z Guarantee claim with the reason "order contained damaged / defective / incorrect items," you will need to select one of the reasons above and provide comments explaining what happened.
I was charged more than I expected
  • Seller charged you an amount greater than you authorized for your order.
  

View claim status

To view the status of your claim:

  1. Log in to your Amazon Payments account on https://pay.amazon.com/us.
  2. Locate your order or transaction on the Overview page.
  3. Click the Details link to view the transaction details.
  4. Click Problem with this transaction?, Problem with this order or View/File Claim to view your claim. Amazon Payments will also send you updates about your claim to the email address associated with your Amazon Payments account.

Withdraw a claim

If you reached a resolution with the seller, you can withdraw your claim. To do so, simply 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 being denied include:

  • The item received was the same as described by the third-party seller
  • The item was received and the third-party seller provided verification of delivery
  • You failed to respond to a request for further information
  • The claim was filed due to buyer 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 third-party seller

Appeal a denied claim

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