Our policies

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

Browse featured topics

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.

Amazon Pay fees

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.

Welcome experience navigation

Merchant tools



Start with our FAQs and latest documentation on our help pages.
marketing guidelines


Explore our support page for a complete library of the most commonly asked questions.
AP University

Amazon Pay University

Watch our collection of 5-minute tutorials on the fundamentals of managing your Amazon Pay merchant account.

Marketing tools

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.
marketing guidelines

Developer guides

Have a question on your technical integration or key ecommerce plug-ins? We have answers.
AP University


Keep up with our latest product releases, best practices, or trend reports, by visiting our insights page.
Possible with Pay
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.