Complaints handling policy - Amazon Payments Europe

If you have any issues with the services provided by Amazon Payments, please let us know. Your feedback helps us create a better experience for you and all of our shoppers and merchants.

You're an Amazon Payments Europe merchant

If you have a merchant account with Amazon Payments UK Limited, your complaint will be dealt with by Amazon Payments UK Limited, following their timelines. See Complaints handling policy - Amazon Payments UK Limited

If you have a merchant account with Amazon Payments Europe s.c.a., your complaint will be dealt with by Amazon Payments Europe s.c.a.

This Policy is also applicable to Selling on Amazon (SOA) customers.

1. Go to Amazon Payments Services Complaints.
2. Sign in with your seller or Amazon Payments merchant account.
3. Provide the details of your complaint and describe your issue.
4. Confirm your details are accurate, then click Submit, and one of our specialists will respond.

Note that only complaints specific to Amazon Payments services will be addressed through this process. Services provided by Amazon Payments Europe s.c.a. include, among others, processing of payment transactions, verifying the errors that may appear in the fee charges, and disbursements of funds.

Amazon Payments Europe Complaint Handling Timeframes:

Amazon Payments Europe s.c.a. ("APE") will respond with an update to your complaint within 15 business days following the day on which APE received your complaint. In exceptional circumstances beyond APE’s control, the resolution of the complaint may be extended up to 35 business days, following the day on which APE first received that complaint.

If you are not satisfied with our response, you may choose to escalate your complaint by contacting the following:

• Amazon Payments Europe Senior Management:

  Submit your complaints to our Senior Management at management-ape@amazon.lu .
  We'll consider your comments carefully and respond within 15 business days following the day on which APE Senior Management received your complaint. In exceptional circumstances beyond APE’s control, the resolution of the complaint may be extended up to 35 business days, following the day on which Senior Management first received that complaint.

• Commission de Surveillance du Secteur Financier (CSSF):

  The CSSF is the authority responsible for the prudential supervision of companies in the financial sector in Luxembourg. You can contact the CSSF at 110 Route d’Arlon L-2991 Luxembourg. Obtain further information regarding the CSSF and how to contact them on https://www.cssf.lu/en/customer-complaints/.

• Online Dispute Resolution (ODR):

  If you opened your account in the EU online, you may also have the option to refer your complaint to the CSSF using the Online Dispute Resolution platform. This is because Amazon Payments Europe s.c.a. provides financial services and the CSSF is the authority responsible for its license.The platform can be found at https://ec.europa.eu/consumers/odr/.

Note: Amazon Payments Europe s.c.a. does not provide the Fulfillment by Amazon (FBA) service. For any complaints or requests relating to FBA stock, such as stock removal, sending stock from one location to another etc., please contact FBA.

Amazon Payments Europe s.c.a. also does not support with any Amazon Services Europe ("ASE") related disputes. For any complaints or queries relating to your Amazon buyer account, and corresponding services, please contact Customer Service for further assistance.

See also

• You have a question about an order on the Amazon website? Check your recent orders and find help on Your Orders.
• You have an issue signing in with your account? Contact us to let us help you.