Disputes | Out-of-Stock Orders | Unreceived Orders | Incorrect Orders | Reporting Fraud | Bounced E-mails

Amazon.com wants every order to go as smoothly as possible, but in rare cases, disputes will occur. Since the sales agreement is between the buyer and the seller, Amazon.com cannot intervene in the event of a dispute. Buyers should contact their seller with questions about an Amazon Marketplace or Merchant order, or a winning Auctions bid.

There are two ways for you to find the seller's e-mail address. The e-mail notification that Amazon.com sends to you following a purchase includes this information. You can also find the e-mail address in Your Account:

• If you ordered with an Amazon Marketplace seller or Amazon Merchant, click here to visit Your Account, then view the relevant order summary.
• If you won an auction, click here to visit Your Account. Once there, you can "View and pay for items you've won" or "View your purchases." Each seller nickname links to a Member Profile page on which you can look up the seller's e-mail address.

If you ever have questions before making a bid or purchase, just click on the seller's nickname to locate their e-mail address.

Amazon Marketplace and Merchants

Sellers work hard to ensure that stock is on hand for delivery, but now and then the availability of a listed item will change by the time an order is placed. If a seller is unable to deliver, they should refund you promptly so that you can place a new order. Please know that while an occasional stock-out is bound to happen, we do require sellers to keep these to a minimum. If we find a seller's out-of-stock sales becomes problematic, we will take appropriate action.

Auctions

There will be occasions when an Auctions seller is unable to fulfill their obligations. For instance, a seller might drop a fragile item as they're wrapping it, then find that it is too damaged to send. Such situations are unfortunate for both parties, and buyers and sellers should work together to reach an understanding.

Although Amazon.com is not involved in individual disputes, it is technically a violation of our Community Rules for sellers to back out of an auction sales agreement--even if you have not yet paid. If you wish to report such a Community Rules violation, you may contact us to file a report. Include the seller's e-mail address, the listing ID, and a brief description of the situation. Amazon.com will investigate reports as needed, and take appropriate action to ensure a safe and fair environment. To preserve the privacy of all participants, Amazon.com does not disclose the details of any account investigation.

If you paid for an order using Amazon Payments, and the estimated delivery date passes, you have the right to be concerned. Sellers are responsible for communicating with you and for correcting any problems that might arise with lost shipments, damaged items, or other mishaps. If an Amazon Marketplace, Merchant or Auctions seller fails to deliver, you may be eligible for reimbursement under the Amazon.com A-to-z Guarantee. (There are some exceptions, so please do take a moment to read more.)

Like unreceived orders, wrong orders should be brought to your seller's attention. Contact your Marketplace seller or your Merchant for assistance. If an Amazon Marketplace, Merchant, or Auctions seller fails to deliver, you may be eligible for reimbursement under the Amazon.com A-to-z Guarantee.

Our first concern at Amazon.com is maintaining a safe and secure web site on which third-party orders can take place. The Amazon.com A-to-z Guarantee is designed to ensure Amazon Marketplace and Auctions buyers a safe shopping experience. It also covers most Amazon Merchant orders. Before you consider submitting a claim, please read the A-to-z Guarantee. If your transaction is not covered under the guarantee, please take the following steps:

• Make every effort to contact your seller to resolve the problem.
• If you used an escrow service, please review and follow their reporting procedures.
• You may submit an Online Incident Report Form to the National Fraud Information Center.
• Rate the other party's performance.

You may also want to review these other online resources:

• Federal Trade Commission Bureau of Consumer Protection
• US Postal Service Consumer Fraud Information
• Internet Fraud Complaint Center

Sellers are required to have valid e-mail addresses; sellers who do not are violating our Participation Agreement and terms of service. If your e-mail to a seller bounces, please report this. You will not receive a reply to your report, but our Investigations team will follow up with the seller.

If you cannot reach your seller, please review the guidelines above for help in resolving your order concerns.