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Customer help > Managing your orders and transactions

Transaction disputes

Amazon Pay wants every transaction to go as smoothly as possible, but in rare cases, disputes will occur.

Contacting merchants to resolve an issue

Because an Amazon Pay transaction is an agreement between a merchant and their customer, we suggest that customers contact the merchant to resolve any issue.

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When and how should I contact the merchant?: 1:50

Contact a merchant via email

  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 Amazon Pay Activity page, find the corresponding order or transaction, and then click Details & Support.
  4. To send the merchant an email with your description of the problem that occurred, click their email address under Business details.

You can help resolve your problem quickly by providing the following information in your email:

  • Order details, including the merchant’s and the Amazon Pay order reference and a list of the items your purchased
  • The cost of each item in the order
  • Shipment details
  • A detailed description of the problem with your order
  • Your preferred resolution for the problem

Contact merchant through Amazon Pay

  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 Amazon Pay Activity page, find the corresponding order or transaction, and then click Details & Support.

    Choose one of the following problem types from the drop-down menu:

    • Where’s my stuff
    • Item damaged or defective
    • Item received too late
    • Request return, refund, or cancellation
    • Request invoice
    • Was overcharged for item

    To contact Amazon Pay buyer support, choose one of the following problem types from the drop-down menu:

    • Other Amazon Pay issue
    • Had problem with payment method
    • Report fraud or misuse

Dispute a transaction

If the issue can’t be resolved with the merchant, you can dispute the transaction with Amazon Pay.

A transaction might be disputed for different reasons. Here are some examples:

  • The amount you were charged differs from the amount displayed at checkout or in the confirmation email
  • You didn’t receive an item
  • The item you 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. To dispute a transaction, follow 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, find the appropriate order or transaction, and then click Details & Support.
  4. To file an A-to-Z Guarantee claim, choose File an A-to-Z Guarantee claim from the drop-down menu.

You’ll be prompted to enter the following information to dispute the 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 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 Pay A-to-z Guarantee for buyers, we treat submissions as an Amazon Pay A-to-z Guarantee claim.

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What is Amazon Pay’s A-to-z Guarantee?: 2:17

See also