Customer Agreement and Policies

Handling returns and refunds

All merchants have the ability to issue a refund on payments that you have successfully made to them. If you would like a refund of a payment that you made, we ask that you first contact the merchant to explain the situation and to make appropriate arrangements for the return or replacement for physical goods and refund for a digital purchase, in accordance with the merchant's return policies.

To contact the merchant you may either contact the merchant using the contact details available on the merchant’s website or app or do the following:

  1. Go to the Amazon Pay website.
  2. Click the My Account link at the top of the website, and sign in when prompted.
  3. In the Overview page, click on the details link of a transaction for which you wish to contact the merchant.
  4. On the transaction detail page, select merchant e-mail mentioned and send an e-mail.

We want to make sure that your order works out. In case the merchant does not follow his policy and you do not receive a reply from the merchant within 3 business days, or if you are not able to come to an agreement with the merchant regarding a return or refund, please contact our Customer Service.

When we receive a report from you, we'll investigate the status of your transaction and take any actions available to us to resolve the problem.

Troubleshooting Failed Payments

To protect your security and privacy, your bank does not provide Amazon Pay with information about why your payment was declined. For this, you will need to contact your bank directly to solve your payment issues.

Amazon Pay Customer Service can help you verify that you entered your payment information correctly on your order.

Contact your bank to resolve all other payment issues even if:

  • You have successfully used the payment method on a previous order.
  • Part of your order has already been charged and shipped successfully.
  • You have funds available in your bank account or on your credit card to cover the order cost.

Steps that you can take to resolve payment issues

  • Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first-time orders and high-value purchases, regardless of the amount of funds available or your credit limit. Your bank may require your authorization to proceed with a transaction.
  • Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Please check with your bank and request a higher purchase limit to complete the transaction.
  • Verify the payment information that is entered on your transaction. Make sure you have entered the correct CVV or 3D secure password while completing the payment.

Transaction disputes

Amazon Pay wants every transaction to be as smooth as possible, but in rare cases, disputes might occur. Because an Amazon Pay transaction is a separate agreement between the buyer and the merchant, we suggest that buyers contact the merchants directly to resolve the issue.

Contacting a merchant to resolve an issue

Refer Handling Returns and Refunds.

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

  • Order details, such as 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

You will be prompted to enter information about the transaction on the page that opens. If the issue cannot be resolved with the merchant, you can dispute the transaction by contacting our Customer Service.

There are several reasons that a transaction might be disputed:

  • An error in the Amazon Pay transaction
  • The amount charged to credit card or bank account is different from the amount displayed on the Amazon Pay screen or confirmation e-mail
  • The product or service paid for was not received
  • The product received was materially different than described

If a transaction in your account meets any of the above criteria, you may be able to submit a dispute for the transaction. See A to Z Guarantee for additional details

Disputing a transaction

To dispute a transaction (when the issue does not relate to the Amazon Pay service directly, but relates to the services provided by the merchant), please contact us with following details:-

  • Date of transaction
  • Amount of transaction
  • Transaction ID
  • Description of the problem

Once you contact us, your dispute will be sent to our investigations team for review, under the A to z Guarantee claim. Although we will try to complete our investigation as soon as possible, it can take up to 10 business days before we reach a conclusion. During this time, we may contact you to obtain additional information about the situation.

Unauthorised 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 log on to your Amazon Pay account to search for a transaction that matches the charge. Details about the application, merchant, or the specific good you purchased will appear on the transaction details screen.

  • Do you have a child away at school who is authorised 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 Certain charges on will also show as Amazon on your bank or credit card statement even though the charge did not originate with your Amazon Pay account.
  • Do you have a spouse, friend, relative, or co-worker who has access to your card number and may have used Amazon Pay?
  • If you still cannot figure out where the charge originated, contact your bank for further investigation. If you require any help, you can contact us

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