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Buyer help > Managing your orders and transactions

Transaction disputes

Amazon Payments wants every transaction to go as smoothly as possible, but in rare cases, disputes will occur. Because an Amazon Payments transaction is an agreement between a buyer and a merchant, we suggest that buyers contact the merchant to resolve any issue.

Contact a merchant to resolve an issue

  1. Go to Amazon Payments.
  2. Sign in to your Amazon Payments Account.
  3. Click Details for the appropriate order or transaction.
  4. On the order summary page, click Problem with this order?
  5. Click the Contact Seller button.

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 with Amazon Payments. A dispute can be submitted directly through your Amazon Payments Account.

Issues that can be disputed

When the issue does not relate to the services offered by Amazon Payments directly but relates to the services provided by the merchant, you can dispute the transaction. A transaction might be disputed for any of several reasons:

  • An error in the Amazon Payments transaction
  • Unauthorized charges on a credit card or bank account
  • A difference between the amount charged to the credit card or bank account and the amount that is shown on the Amazon Payments screen or confirmation email
  • The item paid for was not received
  • The item 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. For more details and restrictions, see Buyer dispute program and Amazon A-to-z Guarantee for buyers.

Dispute a transaction

  1. Go to Amazon Payments.
  2. Sign in to your Amazon Payments Account.
  3. Click Details for the appropriate order or transaction.
  4. On the order summary page, click Problem with this order?
  5. Click File/View Claim or follow the instructions on the page to submit a complaint.

You will be prompted to enter information about the transaction on the pages that open.

You will need the following information to dispute a 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 Payments investigations team for review. Although we will 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 A-to-z Guarantee for buyers, we will treat submissions as an A-to-z Guarantee claim.

Unauthorized charges

If you see an Amazon Payments charge on your bank or credit card statement and you are not sure where the charge came from, we suggest you sign in to your Amazon Payments 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 unable to find 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 authorized 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 Amazon.com? Certain charges on Amazon.com also will show as Amazon Payments on your bank or credit card statement even though the charge did not originate with your Amazon Payments Account.
  • Do you have a spouse, friend, relative, or co-worker who has access to your card number and might have used Amazon Payments?

If you still cannot figure out where the charge originated, you can submit a dispute through your Amazon Payments Account.

Submit a dispute through your Amazon Payments Account

  1. Click Details next to the Order or Transaction ID.
  2. On the page that opens, click File/View Claim or Problem with this transaction?, and then follow the instructions on the page.

Alternatively, you can inquire about the error by mail by sending a message to:

Amazon Payments, Inc., P.O. Box 81226, Seattle, Washington 98108-1226

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