Our policies

Learn more about important Amazon and Amazon Pay policies we’ve developed to protect both the consumer and merchants.

Browse featured topics
Acceptable Use Policy
Acceptable Use Policy
Acceptable Use Policy" data-muted="true" data-autoplay="true">
Customer Service Policy
Customer Service Policy

Over the years, Amazon has built a base of millions of satisfied customers by providing them with high-quality service and responding to their concerns. We expect third-party merchants that are using Amazon Pay to provide the same level of service and responsiveness and to comply with this Amazon Pay Customer Service Policy.
If we find that any transaction violates this policy or is otherwise illegal, unsuitable, or results in an unacceptable customer experience, we may take any corrective action that we deem appropriate and is permitted by the Amazon Payments, Inc. Customer Agreement.

Reserve Policy
Reserve Policy
Reserve Policy" data-muted="true" data-autoplay="true">
Buyer Dispute
Buyer disputes

The Amazon Payments Buyer Dispute Program provides a mechanism to address the customer’s complaint, including under the Amazon A-to-z Guarantee. For transactions that aren’t covered by the Amazon A-to-z Guarantee, the Amazon Payments Buyer Dispute Program still allows customers to obtain our assistance in seeking the merchant’s further consideration. Amazon Payments doesn’t act as the agent of either party in any transaction or in resolving any dispute. Amazon Payments will attempt to resolve disputes by fostering good faith communication between customers and merchants.

Helpful links
Helpful links
Welcome experience navigation
Go back to your overview of how to get started with Amazon Pay
Start enabling multi-channel payments (web, mobile, Alexa), learn how we benefit your business, and optimize your commerce experiece.
Learn more about settlements and disbursements, including how we process refunds, declines and chargebacks.
Get the inside track on managing your Amazon Pay account, including features like financial reporting and order transaction overviews.
Merchant tools
Start with our FAQs and latest documentation on our help pages.
Explore our support page for a complete library of the most commonly asked questions.
Watch our collection of 5-minute tutorials on the fundamentals of managing your Amazon Pay merchant account.
Download the logos, acceptance marks and the marketing guide for suggested activities and sample content to help drive awareness of Amazon Pay on your website.
Have a question on your technical integration or key ecommerce plug-ins? We have answers.
Keep up with our latest product releases, best practices, or trend reports, by visiting our insights page.
Stay connected
Get the latest Amazon Pay updates and insights delivered right to your inbox.
The use of the term “Partner” refers solely to membership in the Amazon Pay Global Partner Program.
Neither party nor any of its respective affiliates is an agent of the other for any purpose or has the authority to bind the other.