During this time, we might contact you to obtain additional information about the situation.įor 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. Box 81226, Seattle, Washington 98108-1226 If you want information about unauthorized or erroneous transactions or activities involving Amazon Pay and any balances that you hold or bank accounts that are registered with Amazon Pay, see Unauthorized transactions policy. 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. You need the following information to dispute a transaction:Īfter completing the online dispute form, your dispute will be sent to the Amazon Pay investigations team for review. Enter information about the transaction as prompted.On the View Order Details page, click File/View Claim. Go to your Account Activity, and then sign in.When the issue does not relate to the services offered by Amazon Pay directly but to the services provided by the merchant, or if the issue cannot be resolved with the merchant, you can dispute the transaction with Amazon Pay by filing a claim directly from the View Order Details page.įor information about valid reasons for disputing a transaction, see Buyer dispute program. Your preferred resolution for the problem.Nature of the problem(s) with the order.Order details, like the order reference provided by the merchant and the list of items in the order.You can speed the resolution of your problem by providing the following information in your initial communication: On the View Order Details page under Contact merchant, click the merchant's email address, enter your message, and then send them an email about your issue.On the Account Activity page, find the appropriate order or transaction, and then click Details.Go to Amazon Pay, click Shoppers, and then sign in using your Amazon credentials.When and how should I contact the merchant?: 1:50 Contact a merchant to resolve an issue In this articleīecause an Amazon Pay transaction is an agreement between a merchant and their customer, we recommend that customers contact the merchant to resolve any issue. We at Amazon Pay want every transaction to go as smoothly as possible, but in rare cases, disputes will occur.
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