--- company: amazon title: Amazon — how complaints actually go last_verified: 2026-10-12 --- ## In short Start every problem from Your Orders or the Help & Contact chat while signed in; most returns and missing-package cases are handled there. For an order from a third-party seller, contact the seller first, then file an A-to-z Guarantee claim within 90 days of the latest estimated delivery date. Prime refunds depend on whether you used benefits since the last charge. Amazon never asks for your password, a one-time code, gift cards or remote access, so treat any call or text that does as a scam. ## How complaints actually go - Customer service runs through the signed-in Help & Contact page (chat and callback). The page description also lists the phone number 1-888-280-4331. [Amazon Help & Contact](https://www.amazon.com/hz/contact-us/foresight/hubgateway/) - For a third-party seller order, the seller reviews a return first. If the seller does not respond within 48 hours, or does not offer an approved return method for a damaged, defective or not-as-described item, you can request an A-to-z Guarantee refund. [Amazon: returns to third-party sellers](https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU) - An A-to-z Guarantee claim can be filed up to 90 days after the maximum estimated delivery date. [Amazon A-to-z Guarantee](https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV) - Amazon says it can take up to 30 days to receive and process a return; after the refund is issued, it reaches a credit card in 3-5 business days and a prepaid card can take up to 30 days. [Amazon: refund timelines](https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B) - Before arbitration, Amazon's Conditions of Use require contact with customer service, then a Notice of Dispute through Amazon's claim form and 60 days of negotiation. JAMS administers arbitration, and small claims court is excepted. [Amazon Conditions of Use](https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM) ## What tends to work - For an unknown charge, match it first with "Identify an Amazon Charge" and your order and subscription history; if it is not yours, report it through Report Something Suspicious and tell your card issuer. [Amazon: report suspicious activity](https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo) - Cancel Prime within 3 business days of signing up or of a free trial converting to get the full fee back (Amazon may withhold the value of benefits used). After that, a full refund needs no eligible purchases and no benefit use since the last charge. [Amazon: Prime refunds](https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP) - Check a suspicious message by going to the Amazon app or website yourself: Amazon says it takes payment only in its app, on its website or in its stores, and will not call to ask you to pay or make a bank transfer on another website. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams) ## Traps and fine print - Most items have a 30-day return window from delivery, in original or unused condition. [Amazon: returns](https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF) - A Prime membership bought through a third party (for example Google Play) must be cancelled with that third party. [Amazon: cancel Prime](https://www.amazon.com/gp/help/customer/display.html?nodeId=GU8AWX4GDKM7QGTE) - Help pages, Your Orders, A-to-z claims and the Prime cancel flow need the account holder's sign-in, and Amazon help pages block automated readers, so an agent usually has to hand these steps to the person. [Amazon Help & Contact](https://www.amazon.com/gp/help/customer/display.html?nodeId=508510) ## By the numbers - FTC Prime case: Amazon settled for $2.5 billion in September 2025. Eligible U.S. Prime customers (challenged sign-up flow or failed online cancellation between June 23, 2019 and June 23, 2025) get automatic refunds through April 2027; no claim is needed. [FTC: Amazon refunds](https://www.ftc.gov/enforcement/refunds/amazon-refunds) - ACSI 2026 (interviews through December 2025): Amazon scored 82 out of 100 among online retailers, down from 83; the online retail industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf) - BBB Scam Tracker: Amazon was the No. 2 most impersonated organization or brand in 2025, with 1,361 reports (PayPal was No. 1). [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf) - Amazon's own 2025 data: impersonation reports in Q4 2025 were 36% below the Q1 peak; account takeover tactics were 28% of reported scams in 2025. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends) ## Scams that target customers - Fake order confirmations, shipping notices, refund offers, Prime renewal notices and subscription charges, and calls that ask for card details for a "recent order". [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends) - Amazon says it will never ask for your password or sign-in one-time code, never ask you to verify account information or log in through an email link, and never request sensitive information outside its website or app. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends) - Amazon says it will never ask you to buy a gift card, does not take payment by phone or email, and will not ask you to install software or give remote access to reach customer service. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams) - Fake Amazon customer service accounts on social media; Amazon customer service does not ask you to click external links or move to private messages. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends) - Report through Amazon's self-service reporting tool if you are a customer, or by email to reportascam@amazon.com if you are not. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)