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Running a business is more than just creating a web site. Creating a business involves creating policies and interacting with buyers. The business policies you make help determine the functionality you implement on your web site. This section discusses such business considerations.
You can add an Amazon Payments icon to your web site to let your buyers know you accept Amazon Payments. For more information, go to the Marketing Toolkit. Also, if you have an Amazon seller account, you'll find more Amazon Payments tools, such as sample emails, payment marks, and graphics, in the Seller Central Marketing Toolkit
Amazon FPS supports the following payment instruments:
Amazon Payments account balance (ABT)
Bank account debits (ACH)
Credit cards (Visa, MasterCard, American Express, Discover, Diners Club, and JCB)
Amazon FPS allows all Amazon.com customers (U.S. and international) to use major credit cards to make payments on Amazon Payments web sites. However, only US-based customers can use Amazon Payments account and bank account transfers. All transactions are conducted in U.S. dollars.
If buyers already have an Amazon.com account, an Amazon Payments account is automatically created, and is activated when they make their first payment on any web site that accepts Amazon Payments.
If a buyer doesn't have an Amazon.com account, it's easy to create one: he or she only needs to supply an email address and a password.
Buyers can also hold a monetary balance in their Amazon Payments accounts and use this money as a payment method just like a credit card or bank account. Buyers can manage their Amazon Payments accounts through the Amazon Payments web site.
Buyers, merchants, and developers can track transactions at http://payments.amazon.com. If you prefer to programmatically track transactions, you can use the Amazon FPS Account Management Quick Start implementation to get account information, for example, for a specified period. See the Amazon FPS Account Management Quick Start Developer Guide.
![[Note]](images/note.png) | Note |
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Buyers cannot see their account activity using their customer account on www.amazon.com. |
Amazon Payments charges different fees for each of the different payment methods: credit cards, bank account debits, and Amazon Payments balance transfers. Amazon’s cost to process a payment through a bank account debit is less than the cost via credit card. Amazon's cost to process an Amazon Payments balance transfer is less still. By exposing different fees for each of these three methods, Amazon Payments can pass on savings from bank account debits and balance transfers, allowing you to save money. In each case, Amazon Payments takes on the complexity of managing security and fraud protection. Fees are assessed on a per-transaction basis and vary depending on the payment method used and the transaction. For more information, go to the FAQ on the Amazon FPS home page.
You can feel safe and secure while your customers shop on your web site. Amazon Payments is built upon Amazon's leading fraud protection technology. Under our Payment Protection Policy, we do not hold you liable for fraud-related chargebacks if you and the transactions meet all the requirements of the policy. You could still be held liable for service chargebacks . For details, go to our User Agreement.
We want buyers to purchase with confidence when using Amazon Payments. However, disputes between buyers and merchants do occasionally occur. When this happens, buyers should first contact the merchant directly to try to find a solution. If the parties cannot resolve their dispute, the Amazon Payments Buyer Dispute Program provides a mechanism to address the buyer's complaint using the Amazon A-Z Guarantee.
When a buyer files a dispute, Amazon will notify the seller by email. Based on the notification, the seller can choose to refund the transaction amount to the buyer or the seller can contest the dispute by providing details that prove of delivery of service or goods within 5 business days. Amazon FPS will resolve the dispute based on the information the buyer and the seller provide.
The seller should use the following tips to avoid disputes:
Answer all buyer contacts (e.g., emails) promptly
Be sure to deliver within the shipping estimate you provide
Describe products accurately and provide clear images
Keep buyers informed
Work with buyers to resolve their negative order experiences
Pick, pack, and ship securely. Don't skimp on packing
Post a clear returns policy. Respond to return requests promptly with detailed instructions
Promptly cancel any out of stock orders
Refund as soon as possible when product defects or recalls become apparent
Amazon FPS does not provide actions to handle disputes. This section, however, addresses how to handle them.
The Amazon A-z Guarantee applies to qualified purchases of physical goods. Therefore, the following items are not covered by the Amazon A-z Guarantee: payments for services, digital merchandise, and cash equivalent instruments (including retail gift cards). The condition of the item purchased and its timely delivery are guaranteed under the Amazon A-z Guarantee. For transactions that are not covered by Amazon A-z Guarantee, the Amazon Payments Buyer Dispute Program still allows buyers to obtain assistance in seeking the merchant's further consideration of their complaint. Amazon Payments will attempt to resolve disputes by fostering good faith communication between buyers and merchants.
The item must be purchased from a merchant using Amazon Payments. The buyer must wait 15 days from the order date to submit a claim. From that point, the buyer has 90 days to submit a claim.
The Amazon A-z guarantee applies under the following conditions:
If the item becomes defective more than 30 days past the shipment date and it is under warranty, the buyer must contact the manufacturer for repair or replacement. The buyer must provide all information required when submitting the claim.
If the buyer paid by credit card, and the issuing bank has initiated a chargeback, the buyer is not eligible for coverage under the Amazon A-z Guarantee.
Buyers who pay for qualified physical goods using Amazon Payments are eligible to receive up to $2,500 of the purchase price, including shipping charges.
Amazon has built up a base of millions of satisfied customers over the years through an intense focus on being responsive to their concerns and acting quickly to resolve any outstanding problems. The vast majority of customers never need to use the Amazon A-z Guarantee reimbursement program, but for those who do, the guarantee claim gives customers a greater sense of trust and confidence in shopping from the broad range of merchants.
The Amazon Buyer Dispute Program applies when the buyer has used Amazon Payments to purchase a non-physical item or service from a merchant; and either the buyer paid the merchant for the item or service but it did not arrive; or the buyer received the item, but the item is materially different than the way the merchant described it. For more information, go to Buyer Dispute Program.
The A-z Guarantee only applies to the purchase of physical goods and does not apply to unlawful or prohibited items (including items violating the Amazon Payments Acceptable Use Policy or our User Agreement). For more information, go to the Acceptable Use Policies and Amazon Payments User Agreement.
Buyers can submit a complaint by logging into their Amazon Payments account. For disputes involving physical goods that are covered under the Amazon A-z Guarantee, we will process a submission as an A-z Guarantee claim. Buyers also can submit an A-z Guarantee claim by viewing the specific transaction details via Your Account on the Amazon Payments web site. From the transaction or order details page, they can also click "Problem with this transaction?" or "Problem with this order" to file a claim.
Buyers can contact Amazon when the transaction has been resolved, but merchants are not able to withdraw claims filed by a buyer. Instead, if merchants believe that a pending claim should be revoked or canceled, they must contact buyers and encourage them to write to us. If the buyer and the seller reach a resolution after a claim check was sent, we asks buyers to contact us to make arrangements for repayment.
A chargeback is a reversal of payment issued by the bank when a buyer disputes a charge. A chargeback can occur when a buyer has not received the items, has been charged multiple times for a single purchase, or is dissatisfied with the purchase and has not been able to resolve the matter with you. Chargebacks can happen only with credit card transactions.
Typically, a buyer contacts his or her bank to request a chargeback. The bank notifies the credit card association, which in turns notifies us. We work with the credit card company to resolve the chargeback. We may request information from you to dispute the chargeback with the credit card association.
Amazon FPS works with you and the buyer to resolve the chargeback. You have 5 business days to respond to the chargeback notification Amazon FPS sends you and to supply any requested information. If you do not respond within this time period, the dispute is automatically granted to the buyer.
Use the following tips to avoid chargebacks:
Charge buyers once for a single order to avoid duplicate billing
If you receive two or more identical orders, verify the information with the buyer
Avoid dissatisfaction with item quality by providing a detailed description of items on your web site, including specifications, measurements, and capabilities
Other aids such as audio, video, photographs, or drawings are also helpful
Make the shopping experience positive for your buyers:
Provide help when your buyers have questions or need assistance
Clearly explain to your buyers when their order will ship and keep them informed about the progress of their orders
Make sure that items are delivered promptly without damage
Ship items with carriers who provide online item tracking and require signatures on delivery
Respond promptly to email from your buyers
Publish your policies for cancellations and returns to avoid chargebacks
Refund an order when it is necessary to do so
