Amazon Payments wants every transaction to go as smoothly as possible, but in rare cases, disputes will occur. Since the Amazon Payments transaction is an agreement between the buyer and the seller, we suggest senders contact recipients to resolve the issue. To contact the seller, please click here. On the next page that appears, select Contact Seller. You'll be prompted to enter information about the transaction on the following page. If the issue cannot be resolved with the seller, Amazon Payments transactions may be disputed. A dispute can be submitted directly through your Amazon Payments Account.
There are several reasons a transaction might be disputed:
If a transaction in your account meets any of the above criteria, you can submit a dispute for the transaction. Please review our Buyer Dispute Program for additional details and restrictions, including information about the Amazon A-to-z Guarantee.
To dispute a transaction, please click here.
On the next page, click Open a Dispute. You'll be prompted to enter information about the transaction on the following pages.
You'll need the following information to dispute a transaction:
After completing the online dispute form, your dispute will be sent to our 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 may contact you to obtain additional information about the situation.
For physical goods eligible for coverage under the Amazon A-to-z Guarantee, we will treat submissions as an A-to-z Guarantee claim
If you see an Amazon Payments charge on your bank or credit card statement and you're not sure where the charge came from, we suggest you log 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 aren't able to locate a transaction that matches the charge on your account, you may want to consider some other scenarios:
If you still can't figure out where the charge originated, you can submit a dispute through your Amazon Payments Account by clicking here.
On the next page, click Inquire About an Error. You'll be prompted to enter information about the transaction on the following pages. Or, you can inquire about the error by mail by sending a message to this address:
Amazon Payments, Inc.
P.O. Box 81226
Seattle, Washington 98108-1226
If an unauthorized or erroneous transactions or activities involves your Amazon Payments account and any balances you hold or bank accounts registered with Amazon Payments, please see our 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 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. Please see the Unauthorized Transactions Policy for more information.