Shopper help > Managing your orders and transactions

Handling returns and refunds

All merchants can issue a refund on payments that you have made to them as well as process exchanges in the kinds of situations described in the Amazon Pay A-to-z Guarantee for Buyers. If you want a refund of a payment that you made or to exchange an item, we ask that you first contact the merchant to explain the situation and to make appropriate arrangements for a return or replacement in accordance with the merchant's return policies.

Contact the merchant

  1. Go to Amazon Pay, click Sign in, and then Sign in with your Amazon account using your Amazon credentials.
  2. Go to Your Amazon Pay Activity page and click Details next to your order.
  3. Select an appropriate problem type from the dropdown menu, and then click Send to the merchant to send the pre-populated message.

Although you have purchased the item from the merchant, not from Amazon Pay, we want to make sure that your order works out. If you have any difficulties contacting the merchant, if you do not receive a reply from the merchant within 3 business days or are unable to come to an agreement regarding a return, please contact Amazon Pay.

When we receive a report from you, we will investigate the status of your order and take any actions available to us to resolve the problem.

See also