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Customer Agreement and Policies

Amazon Pay A-to-z Guarantee for Buyers

We want you to buy with confidence anytime you make a purchase using Amazon Pay; that's why we guarantee purchases from merchants when you use Amazon Pay for qualified purchases on merchants' websites/apps. Delivery of an item/service and condition of an item are guaranteed under the Amazon A-to-z Guarantee. Through this, you will also be reimbursed if you do not receive an agreed upon refund from a merchant or if a merchant charged an amount greater than the amount you authorized for your purchase.

The following policy applies to the purchases made on merchants' sites/apps using Amazon Pay.

The following items and situations are not covered by the Amazon A-to-z Guarantee:

  • Cash instruments
  • Prohibited items (including items violating the Amazon Pay Acceptable Use Policy)
  • If you paid by credit card and the issuing bank has initiated a chargeback
  • Damage or loss that occurs to physical goods after they are delivered to the destination you provided to your seller

Note:

You can file an A-to-z Guarantee claim after you've contacted the merchant and have provided the merchant two business days to address the issue.

To contact a third-party merchant:

  1. Login to your Amazon Pay account from Amazon Pay website.
  2. Locate your transaction on the Overview page.
  3. Click on the details link to view the transaction details .
  4. Click Contact Seller.
  5. You can file a claim by contacting us if you have placed an order on a merchant website/app and, after providing the merchant two business days to address the issue, one of the following conditions applies:
    • The merchant failed to deliver the items/service within the maximum estimated delivery date communicated to you (only if it’s a part of merchants’ policy).
    • The merchant failed to deliver an item/service.
    • You received the item, but the item was defective, damaged, or not the item depicted in the merchant's description.
    • The merchant does not accept the return of item in accordance with the return policy on their own website.
    • The merchant has charged an amount greater than the amount you authorised for your purchase.
    • You returned the item to the merchant as per an agreement between you and the merchant and the merchant has not provided the agreed upon reimbursement after receiving the item.

Please note that in case of a physical item, you must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim.

Note: You cannot file an A to Z guarantee claim, for items bought under the 'Refurbished' or 'Used' condition.

File an A-to-z Guarantee Claim

To file an A-to-z Guarantee Claim:

  1. Login to your Amazon Pay account from Amazon Pay website.
  2. Click Contact Us at bottom of the home page.
  3. Select A to Z claim in the drop box and contact Customer Service along with the reason for raising a claim.

View Claim Status

To view the status of your claim:

  1. Login to your Amazon Pay account from Amazon Pay website.
  2. Click Contact Us link at bottom of the home page.
  3. Select A to z claim in the drop box and contact Customer Service along with transaction id on which claim has been raised.

Withdraw a Claim

If you reached a resolution with the seller, you can withdraw your claim. To do so, simply reply to our initial claim confirmation e-mail received from Amazon Pay.

About Denied Claims

Claims can be denied for a variety of reasons. The common reasons for a claim being denied include:

  • The item received was the same as described by the third-party seller
  • The item/service was received and the third-party seller provided verification of delivery
  • You failed to respond to a request for further information
  • The claim was filed due to buyer remorse rather than an actual issue with the item
  • You filed a chargeback with your payment processor or bank
  • You were unwilling to return the item to the third-party seller
  • Seller is able to submit proof of delivery of a physical item/service

Appeal a Denied Claim

If your A-to-z Guarantee claim was denied, you can appeal the decision. To make an appeal simply reply to our claim denied e-mail received from Amazon Pay.