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Customer Agreement and Policies

Customer Grievance Redressal Policy for Amazon Pay Balance "Money"

Amazon aims at becoming the earth’s most customer centric company and hence we believe in providing the best experience to our customers. However, if you do feel we can improve our service pertaining to Amazon Pay balance “Money”, you can contact us through the below mentioned touch points and we will be glad to assist you.

We recommend you go through our help pages https://www.amazonpay.in/help that aim at providing self-help to our customers.

For queries related to areas other than Amazon Pay Balance Money, you can contact the Amazon customer service team.

Level 1: Customer Support

You can contact our 24x7 customer service team which provides online resolution to your queries/complaints via e-mail and chat. You can also request for a call back to address your query and we would be happy to reach out. The team will strive for a resolution to your concern/query within 7 business days from the time you contact us.

Level 2: Customer Service Escalation

If you do not get a resolution within the promised timeline or are dissatisfied with the response from Level 1, you can reach out to our Grievance Officer via e-mail. You can write to amazonpay-escalation@amazon.in and we will respond to you within 5 business days from the time you contact us.

Level 3: Grievance Officer

If your query still remains unresolved, you can escalate the matter to our Head of Customer Service, who will be happy to address issues that have remained unresolved despite help from our Grievance Officer. You can contact our customer service head at amazonpay-grievance-officer@amazon.in with the details of your interaction with the grievance officer. We will strive to ensure this is resolved within 3 business days from the date of receipt.

Level 4: Nodal Officer

In the unlikely event that your issue remains unresolved to your satisfaction, despite escalating to our Customer Service Head, you can reach out to the Nodal Officer appointed by us. The Nodal officer can be contacted via e-mail at amazonpay-nodal-officer@amazon.in. We will strive to ensure that this is resolved within 3 business days from the date of contacting us.

If you would like to speak to us, please feel free to call us at 1800-3000-1571.