Transaction Disputes

Pay with Amazon wants every transaction to go as smoothly as possible, but in rare cases, disputes will occur. Since the Pay with Amazon transaction is an agreement between the buyer and the seller, we suggest buyers contact sellers to resolve the issue.

To contact the seller, find the order in Your Account, click the Details link followed by the Problems with this order? link and then the File a claim link. 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, Pay with Amazon transactions may be disputed. A dispute can be submitted directly through your Pay with Amazon Account.

Issues That May Be Disputed

There are several reasons a transaction might be disputed:

  • An error in the Pay with Amazon 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 Pay with Amazon 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 100% Buyer Protection Guarantee.

Disputing a Transaction

To dispute a transaction, follow these steps:

  • Find the order that you need to dispute on the Your Account page and click the Details link on the order
  • Click Problem with this order?
  • Click File a claim

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 100% Buyer Protection Guarantee, we will treat submissions as a 100% Buyer Protection Guarantee claim.

Unauthorized Charges

If you see a Pay with Amazon 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 Pay with Amazon 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 Certain charges on also will show as Pay with Amazon on your bank or credit card statement even though the charge did not originate with your Pay with Amazon Account
  • Do you have a spouse, friend, relative, or co-worker who has access to your card number and may have used Pay with Amazon?

If you still can't figure out where the charge originated, please contact your bank.