Amazon Seller Refusing Refund (Is It Allowed + What to Do)

Buying products on Amazon can be a great convenience, but some sellers refuse to process refunds for their customers. If you come across one of these sellers, you may wonder how to remedy the situation.

Therefore, if you’d like to find out more about refused refunds on Amazon, keep reading to see what else I discovered!

Can an Amazon Seller Refuse a Refund In 2024?

On Amazon, marketplace sellers have individual refund policies and may refuse to issue them in certain situations in 2024. Amazon protects customers’ confidence in purchases with the A-to-Z Guarantee by reimbursing payments that third-party sellers fail to refund. Before customers can file an A-to-Z claim, they must contact the seller and allow them to correct the issue.

If you’d like to learn more about when a seller can refuse a refund, how to file an A-Z Guarantee to receive a refund and more, keep reading to see what I discovered!

In What Circumstances Can an Amazon Seller Refuse to Issue a Refund?

When customers make purchases on Amazon, they deal with many different businesses and their individual policies.

For this reason, many customers are confused when they try to request a refund on Amazon and are directed to an outside email address or phone number rather than Amazon’s chatbox.

Since sellers on Amazon are individual businesses, they are in charge of their policies for handling refunds.

Therefore, before Amazon can take the refund, the customer in question must first reach out to the seller.

That being said, there are cases where a seller may refuse to process a refund, such as the following situations:

  • A purchase was made for a service
  • The purchase was made for an ongoing subscription
  • The refund request is not made within the required time frame
  • The purchase was marked as “Digital Content”
  • The transaction was paid for with a credit card, and there was a chargeback on the account
  • An item is damaged or lost after it has been delivered to the buyer’s destination

How Do You Deal With an Amazon Marketplace Seller Who Won’t Process a Refund?

When Amazon customers request refunds from a marketplace seller, they first need to reach out to the seller. This can be done on the Amazon website or through the Amazon pay app.

Per the Amazon A-to-Z Guarantee, the seller has one day to respond to the customer and 14 days to issue a refund before contacting Amazon to begin a claim.

How Do I Contact the Seller on Amazon If I’m Not Happy With Their Product?

Customers have multiple ways to contact sellers if they’re unhappy with their purchases.

First, customers can contact sellers by pulling up the information from their order history on the Amazon website. This can be done by logging in and clicking on “Your Orders.”

Once this section is open, scroll down until the item you want to be refunded is located and click on its picture. Next, scroll down to the “need help with your item” to contact the seller.

Alternatively, you can contact the seller on the Amazon pay app by logging into your account. Afterward, find the order on the “Overview” page and click on “Details” to view purchase information.

Finally, select “Problem with this order” and “Contact seller” to reach out to the seller.

Once you get in touch, the seller has one day to get back to you with steps on how they intend to address your product’s issues.

How Does Amazon Protect Customers From Third Party Sellers Refusing to Give Refunds?

How Does Amazon Protect Customers From Third Party Sellers Refusing to Give Refunds?

First, remember Amazon is a business, meaning sellers must act professionally to remain on the platform.

By the same token, to stay on Amazon, sellers must comply with its policies and maintain high customer satisfaction rates.

Therefore, when a seller cannot meet those expectations, Amazon will decide whether to remove their listings from the website in a process called being “delisted.”

What is the Amazon A-to-Z Guarantee?

Because Amazon wants its customers to confidently make purchases on the website or while using Amazon Payments, part of its policy is the Amazon A-to-Z Guarantee, which protects purchases from third-party sellers. 

If payment is made via the Amazon website or with the Amazon Pay app, the A-to-Z Guarantee reimburses customers that fail to receive a refund from third-party sellers.

How Do I File a Claim If an Amazon Seller Is Refusing My Refund?

While Amazon customers have the right to file a refund claim if they place an order with a third-party seller, several conditions must be met first:

  • The seler did not deliver the items by the promised delivery date
  • Replacement items were received, but were item defective, damaged, or not the object depicted in the seller’s description
  • The seller did not accept the return for an item per their stated policy
  • The seller charged more than you authorized for your purchase
  • The item was returned to the seller per the agreement, but the seller has not provided the agreed-upon reimbursement.

Before filing the claim with Amazon, the customer should allow the seller 14 days to process the refund for the return. Once 15 days have passed, and no more than 75 days later, the customer can request a refund.

To file an A-to-Z claim, begin by logging into your Amazon account. Next, go to the “Overview” page and click on the “Details” link to find the order information.

Finally, click on “Problem with this order and then click “Contact Sellerto file a new claim. For claim status, follow the same steps, except, rather than click on “Problem with this order,” select “View/File claim.”

Amazon will keep customers updated with progress via the email address on file at the time of purchase.

To know more, you can also see our posts on how long do Amazon refunds take, if Amazon refunds canceled orders, and Amazon price drop refund.


If you’re facing a seller who won’t process or refund a customer on Amazon, find the seller’s contact information on the Amazon website or Amazon Pay app and follow the steps for getting in touch.

Before contacting Amazon, allow at least 14 days for the seller to resolve the complaint and issue a refund. After 15 days, customers are protected under Amazon’s A-to-Z Guarantee and can file a claim to have their purchase refunded.

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Marques Thomas

Marques Thomas graduated with a MBA in 2011. Since then, Marques has worked in the retail and consumer service industry as a manager, advisor, and marketer. Marques is also the head writer and founder of

1 thought on “Amazon Seller Refusing Refund (Is It Allowed + What to Do)”

  1. I have done all of the above but still refusing a refund stating they never recieved it when I have photos of them receiving return which they signed for can you advise what to do next thank you

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