Buyer Help > Managing Your Orders and Transactions

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.

Issues that can be Disputed

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 30 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.

If you are not able to locate a transaction that matches the charge on your account, you may want to consider some other scenarios:

  • 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. In case you require any help, you can contact our Customer Service.

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.