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Transaction Disputes

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.

Issues That May Be Disputed

There are several reasons a transaction might be disputed:

  • An error in the Amazon Payments transaction statement
  • Unauthorized charges on a credit card or bank account
  • The amount charged to credit card or bank account is different than the amount displayed on the Amazon Payments screen or confirmation e-mail
  • 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 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.

Disputing a Transaction

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:

  • Date of transaction
  • Amount of transaction
  • Transaction ID
  • Description of the problem

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

Unauthorized Charges

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:

  • Do you have a son or daughter 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 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 may have used Amazon Payments?

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.