Customer Agreement and Policies

Amazon Pay A-to-z Guarantee for buyers

What is the Amazon Pay A-to-z Guarantee?

We want you to buy with confidence when using Amazon Pay. That is why we guarantee the condition of the item you buy and its timely delivery when you use Amazon Pay on eligible third-party websites. We’ll inform you if a third-party merchant site is ineligible for the Amazon Pay A-to-z Guarantee. Our dedicated customer support team is always here to assist you, even if your order doesn’t qualify for the Amazon Pay A-to-z Guarantee.

Note: The following policy applies to the purchases made on third-party sites using Amazon Pay. For details about A-to-z Guarantee protection for purchases made on the Amazon website, see A-to-z Guarantee.

When am I covered under the Amazon Pay A-to-z Guarantee?

You can file an Amazon Pay A-to- Guarantee claim if you purchased physical goods from a third-party merchant offering Amazon Pay as a payment method and one of the following conditions apply:

The merchant failed to deliver the item by 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner.
Note: If you refuse a delivery, your claim may not be covered by the Amazon Pay A-to-z Guarantee.
You received the item, but the item was defective, damaged, or materially different than as depicted in the merchant's description.
You returned the item in agreement with the merchant, but didn't receive the agreed refund after the merchant received it.
The merchant didn’t accept the return of the item as per their website's return policy.
The merchant charged more than the amount you authorized for your purchase.

Exclusions from coverage

The Amazon Pay A-to-z Guarantee doesn’t cover the following items and situations:

Payments for services (including food delivery services and intermediary services for passenger transportation)
Digital merchandise
Cash or stored value instruments
Bill payments
Charitable donations
Political contributions
Prohibited items listed in the Amazon Pay Acceptable Use Policy
If you paid by credit card and the issuing bank has initiated a chargeback
Damage or loss that occurs to goods after they are delivered to the destination you provided to your merchant (including a freight forwarder)
Orders from ineligible merchants

Claims timeframes

To submit a claim, you must wait 15 days from the charge date, from that point, you have 75 days to proceed. Within these timeframes, you can submit the claim:

After you contacted the merchant and waited 2 calendar days for the merchant to address the issue, but it wasn’t resolved.
After you returned an item and waited 14 calendar days after the merchant’s receipt of the returned item to receive a refund or 30 calendar days to receive a replacement.
Within 14 days of receipt to request return information after contacting the merchant for receiving an item from your order and it is damaged, defective, or materially different from the item depicted in the third-party merchant's description. If your return doesn't have tracking information, your claim might not be covered by the Amazon Pay A-to-z Guarantee.

Note: If your item becomes defective more than 30 days past the shipment date and it is under warranty, consider contacting the manufacturer for repair or replacement.

How much coverage will I receive?

You’re eligible to receive up to 2,500 USD of the purchase price, including shipping charges. Your reimbursement may be provided in any form determined by Amazon, including through a refund to your original payment method or to your Amazon.com Gift Card Balance. Amazon.com Gift Cards are subject to Terms and Conditions and can only be used to purchase eligible goods and services on Amazon.com and certain related sites as provided in those Terms and Conditions.

How much does it cost?

The A-to-z Guarantee is completely free for buyers. We're committed to creating a safe buying experience on the Amazon website and when using Amazon Pay on third-party websites.

How do I contact an Amazon Pay merchant?

To contact an Amazon Pay merchant, go to Transaction disputes and see the Contacting merchants to resolve an issue section for instructions.

How do I file an Amazon Pay A-to-z Guarantee claim?

To file an Amazon Pay A-to-z claim, follow these steps:

Sign in to Amazon Pay with your Amazon credentials.
On Your Amazon Pay Activity page, find the corresponding transaction, and then click Details & Support.
Click File an A-to-z Guarantee claim.

Amazon Pay A-to-z Guarantee claim reasons

When filing an Amazon Pay A-to-z Guarantee claim, you can choose one of the reasons in the following table.

Note: After you’ve selected a reason, choose one of the corresponding reason’s options and add a commentary with any other relevant information about your issue.

Reason	Use when	Reason’s options
I returned my order	A merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility. This makes it materially different. In such cases, that merchant should provide a refund within 14 days of their receiving the returned item or a replacement within 30 days of their receiving the returned item. You returned an item under the merchant's return policy but didn't receive a refund.	Received no refund You returned the item but didn’t receive a refund from the merchant. Received no replacements The merchant promised a replacement, but you didn’t receive a replacement. Received insufficient credit The merchant issued you a refund, but it's less than what you expected. Ordered wrong items You returned an item you ordered by mistake.
I didn't receive my item or received it late	The estimated delivery date noted on your purchase detail page or purchase confirmation email has passed and you haven’t still received the items yet. Your items didn’t arrive by the estimated delivery date.	Received item late and want to return the item The item arrived after the estimated delivery date, and you want to return the item to the merchant rather than keep it. Did not receive full order or part of the order Some or all items in the order haven’t been delivered to you yet. Received item late and would like to receive shipping credit The item arrived beyond the estimated delivery date, but you would keep it if the merchant issued you a refund for your shipping costs.
My order contained damaged, defective, or incorrect items	A merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility or it is materially different. That merchant doesn’t issue a refund within 14 days of shipment or replacement within 30 days of shipment. Note: This doesn't include cases where you're simply disappointed with an item.	Wrong version or edition You received the item ordered, but it's a different version or edition than what appeared on the product page. Item condition or details not as described You received the item ordered, but it was a different condition (for example, used or refurbished instead of new) or had an important detail that wasn’t explained on the product page. Item was completely different from what was ordered Merchant mistakenly sent an incorrect item. (for example, audio CD instead of DVD). Missing parts or components The item is missing parts or components (for example, camera kit was supposed to include a tripod, but it wasn’t received). Item defective during first use When you tried to first use the item, it didn’t work (for example, HDTV didn’t turn on). Item defective after first use The item didn’t work or was broken on second or subsequent use. Damaged item The item delivered was visibly damaged (for example, plastic storage that you ordered had chipped pieces).
I was charged more than I expected	The merchant charged you more than what you authorized for your order.

How do I check my Amazon Pay A-to-z Guarantee claim status?

To view your claim status after submitting it, follow these steps:

Sign in to Amazon Pay with your Amazon credentials.
On Your Amazon Pay Activity page, find the corresponding transaction, and then click Details & Support.
On the purchase details page, you can see the claim status.

Note: Amazon Pay will also send you updates about your claim to the email address associated with your Amazon account.

How do I cancel a pending Amazon Pay A-to-z Guarantee claim?

If you reached a resolution with the merchant, you can withdraw your claim by replying to our initial claim confirmation email or following these steps:

Sign in to Amazon Pay with your Amazon credentials.
On Your Amazon Pay Activity page, find the corresponding transaction, and then click Details & Support.
Click Withdraw claim.

I submitted an Amazon Pay A-to-z Guarantee claim which was resolved in my favor, and later I received the lost or correct item. What do I do?

Contact Amazon Pay customer service.

Why was my Amazon Pay A-to-z Guarantee claim denied?

Claims can be denied for a variety of reasons. The common reasons for a claim denial include:

The item received was the same as described by the merchant.
The item was received and the merchant provided verification of delivery.
You didn’t respond to a request for further information.
The claim was filed because of customer remorse rather than an actual issue with the item.
You filed a chargeback with your payment processor or bank.
You were unwilling to return the item to the merchant.

How do I appeal an Amazon Pay A-to-z Guarantee denied claim?

If your Amazon Pay A-to-z Guarantee claim is denied, you can appeal the decision. To make an appeal, just reply to our claim denied email.

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