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User Agreement and Policies

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 merchant

Note that 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.

  1. Go to Contact us
  2. Sign in to Seller Central with your Amazon Payments merchant account
  3. Select a corresponding topic from the Amazon Pay dropdown menu
  4. Click the corresponding tab to contact us via email, chat, or have us call you back

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 funds disbursements.

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 APE-management@amazon.lu.
    We'll consider your comments carefully and respond within 10 days. We are committed to resolving your complaint within one month of date of receipt.

  • 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 http://www.cssf.lu.

  • Financial Ombudsman Service:

    If you opened your account in the EU online, you may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. 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, contact FBA.

See also

  • You have a question about an order on amazon.co.uk? 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.