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Buyer help > Managing your orders and transactions

Transaction disputes

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 buyer and a merchant, we suggest that buyers contact the merchant to resolve any issue.

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 Merchant Contact Information, copy the merchant's email address, 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

If the issue cannot be resolved with the merchant, you can dispute the transaction with Amazon Pay. A dispute can be submitted directly from the View Order Details page.

Issues that can be disputed

When the issue does not relate to the services offered by Amazon Pay directly but to the services provided by the merchant, you can dispute the transaction by filing a claim. A transaction might be disputed for any of several reasons:

  • An error in the Amazon Pay transaction
  • Unauthorized charges on a credit card or bank account
  • A difference between the amount charged to the credit card or bank account and the amount that is shown on the Amazon Pay screen or confirmation email
  • The item paid for was not received
  • The item received was materially different than described

If a transaction in your account meets any of the above criteria, you might be able to submit a dispute for the transaction. For more details and restrictions, see Buyer dispute program and Amazon A-to-z Guarantee for buyers.

Dispute 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.

Unauthorized charges

If you see an Amazon Pay charge on your bank or credit card statement and you are not sure where the charge came from, we suggest you sign in to the Amazon Pay website to search for a transaction in Account Activity that matches the charge. Details about the application, merchant, or the specific item that you purchased will appear on the View Order Details page.

If you can't find a transaction that matches the charge on your account, you might want to consider some other scenarios:

  • Do you have a child away at school who is authorized to use the card or bank account? Have you asked them about this charge?
  • Have you or a family member purchased anything by using your card or bank account on Amazon.com? Certain charges on Amazon.com also will show as Amazon Pay on your bank or credit card statement even though the charge did not originate from your Amazon Pay account.
  • Do you have a spouse, friend, relative, or co-worker who has access to your card number and might have used Amazon Pay?

If you still can't figure out where the charge originated, you can file a claim on the View Order Details page for your order, as described above. Or you can ask about the error in mail by sending a message to:

Amazon Payments, Inc., P.O. Box 81226, Seattle, Washington 98108-1226

If you want information about unauthorized or erroneous transactions or activities involving Amazon Pay and any balances that you hold or bank accounts that are registered with Amazon Pay, see Unauthorized transactions policy. The Policy details additional requirements and certain limits on our liability for unauthorized transactions. As part of the dispute resolution process, we will contact both parties in the transaction. If we determine that you are not responsible for the charges, you will be reimbursed. Also, under certain circumstances we might grant you a provisional credit for the disputed amount.