Buyer Dispute Program

Amazon Pay wants you to buy with confidence when you use Amazon Pay. However, disputes between buyers and merchants will occasionally occur. When this happens buyers should first contact merchants directly to try to find a solution. If the parties can't resolve their dispute the Amazon Payments Buyer Dispute Program provides a mechanism to address the buyer's complaint, including under the Amazon A-to-z Guarantee.

Note: Amazon Pay works with merchants using different payment setups. When payments are processed directly by Amazon Pay, purchases are covered by our A-to-z Guarantee. However, some merchants use their own payment service provider while offering Amazon Pay as a checkout option. In these cases, A-to-z Guarantee coverage may not apply. The protection available depends on the merchant's technical integration.

The Amazon Pay A-to-z Guarantee applies to qualified purchases of physical goods. The condition of the item you buy, and its timely delivery are guaranteed under the Amazon Pay A-to-z Guarantee. If your purchase isn't eligible for the Amazon Pay A-to-z Guarantee, you can still get help resolving issues with merchants through the Amazon Payments Buyer Dispute Program. Amazon Pay doesn't act as the agent of either party in any transaction or in resolving any dispute. Amazon Pay will attempt to resolve disputes by fostering good faith communication between buyers and merchants.

Please read the following guidelines before submitting a complaint.

When does the Amazon Payments Buyer Dispute Program apply?

• You used Amazon Pay to purchase an item or service from a merchant, and
• You paid the merchant for the item or service, but it didn't arrive, or
• You received the item, but the item is materially different from the description that the merchant provided

The Amazon Pay A-to-z Guarantee applies only to the purchase of physical goods. Therefore, the following items aren't covered by the Amazon A-to-z Guarantee: payments for services, digital merchandise, cash equivalent instruments (including retail gift cards), and prohibited items (including items violating the Amazon Payments Acceptable Use Policy). You can still seek our assistance in resolving disputes about these items by submitting a dispute.

The Amazon Payment Dispute Program doesn't apply to unlawful or prohibited items (including items violating the Amazon Payments Acceptable Use Policy or our User Agreement).

When is a product "materially different" from the description of the merchant?

Buyers should wait 15 days for the delivery of tangible items, services, or delivery of digital items before filing a complaint. However, a complaint needs to be submitted within 90 days of making payment.

If a merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that merchant should be willing to offer a refund or exchange within 30 days of shipment. If the merchant doesn't accept the return of an item that is made in accordance with the merchant's return policy, you might qualify for coverage under the Amazon Pay A-to-z Guarantee.

Items are considered "materially different" in these circumstances:

• Wrong version or edition
• Item condition or details not as described
• Wrong item
• Missing parts or components
• Defective item
• Damaged item

When submitting a claim with the reason "materially different," you will need to select one of the reasons above and provide comments explaining why the item you received is materially different from the item you purchased. Please note that this doesn't extend to cases where you are simply disappointed with an item. Amazon Pay will ultimately determine material different at our discretion.

When do I need to file a complaint?

For purchases of physical goods under the Amazon A-to-z Guarantee, you must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim.

Buyers should wait 15 days for the delivery of services or digital items before filing a complaint. From that point, you have 75 days to submit the claim.

What are the requirements to submit a complaint?

Each of the following requirements must be met to submit a complaint:

• The claim must be filed in a timely manner.
• If you have received a materially different item, you must contact the merchant within seven (7) days of receipt to request return information.
• If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement.
• You must provide the required information on the claim form.
• If you paid by credit card and the issuing bank has initiated a chargeback, then you aren't eligible for coverage.

How much coverage will buyers receive?

Under the Amazon Pay A-to-z Guarantee, buyers who use Amazon Pay for qualified purchases of physical goods are eligible to receive up to 2,500 USD of the purchase price, including shipping charges. For other items and services, you can submit a claim seeking our assistance to resolve your dispute with the merchant, but you won't be eligible to receive a refund of any part of the purchase price.

How do I submit a complaint?

If you are a buyer, you can submit a complaint by taking these steps:

1. Click Sign in on top of this page and then click Check your Amazon Pay orders
2. Sign in using your Amazon credentials
3. On the Your Amazon Pay Activity page, find the appropriate order or transaction, and then click Details & Support
4. To file an A-to-z Guarantee claim, choose File A-z Claim from the drop-down menu

What happens after I submit a complaint?

For transactions involving physical goods that are covered by the Amazon Pay A-to-z Guarantee, you can track the progress of your claim by viewing the transaction details page in your Amazon Pay activity page.

For other disputed items or services, after you submit a complaint, Amazon Pay will contact the merchant and help facilitate a resolution. If Amazon Pay needs additional information you'll be contacted and you must respond within three days or the complaint may be withdrawn. Amazon Pay tries to resolve complaints within 45 days from the date of submission, but it might take longer. You can check the status of a complaint online from the transaction details page in your Amazon Pay activity page.

What if I pay with a credit card?

If you use a credit card through Amazon Pay, you have the right to dispute any charge with your issuing bank. Your ability to reverse a charge will depend on your bank's policies and the type of dispute.

You can either file a complaint through the Amazon Payments Buyer Dispute Program or dispute the charge with your bank, but not both at the same time. If you first file a complaint with us but then dispute the charge with your bank, Amazon Pay will cancel your complaint, and you'll need to work directly with your bank to resolve the issue.

If you cancel your Amazon Pay complaint, if it is denied, or you are otherwise unable to obtain a refund, you may still have the ability to pursue your dispute rights with your bank.

Amazon Pay may contest credit card chargebacks in accordance with the rules of the applicable credit card association or issuer.

Can my access to my Amazon Pay services be restricted?

In addition to the access limitations described in the Amazon Payments User Agreement, Amazon Pay services access privileges may be restricted or terminated for the customers who abuse the Buyer Dispute Program or chargeback rights with their credit card issuer, including:

Using the Amazon Payments Buyer Dispute Program to obtain a refund for items or services which weren't returned, obtaining two refunds for the same transaction, or filing three or more complaints that are subsequently ruled invalid by Amazon Pay

OR

Using the credit card chargeback process to obtain a refund for items or services which weren't returned, obtaining two refunds for the same transaction, or filing three or more chargebacks in a 12-month period that are ruled invalid by the credit card association or issuer.

What if a merchant doesn't cooperate in the dispute process?

Merchant account privileges might be restricted or terminated if the merchant doesn't cooperate in good faith to resolve the buyers' complaint. Amazon Pay might place a hold on funds in the merchant's account if the merchant doesn't respond in a timely manner to a dispute or doesn't honor a commitment made to resolve a dispute within a reasonable amount of time.