Customer Grievance Redressal Policy for Amazon Pay balance: Money

Amazon aims at becoming the earth's most customer centric company and hence we believe in providing the best experience to our customers. However, if you do feel we can improve our service pertaining to Amazon Pay balance: Money, you can contact us through the below mentioned touch points and we will be glad to assist you.

We recommend you go through our help pages from here that aim at providing self-help to our customers.

For queries related to areas other than Amazon Pay Balance: Money, you can contact the Amazon customer service team here.

Level 1: Customer Support

You can contact our 24x7 customer service team via https://www.amazon.in/contact-us which provides online resolution to your queries / complaints across channels including chat. You can also request for a call back for your query and we would be happy to reach out. The team will address your concern / query within 7 business days from receipt.

Level 2: Customer Service Escalation

If your concern/query is not addressed within the promised timeline or are dissatisfied with the response from Level 1, you can reach out to our escalation desk via email. You can write to amazonpay-escalation@amazonpay.in and we will respond to you within 5 business days from receipt of your email.

Level 3: Grievance Officer

If your query remains unresolved, you can escalate the matter to our Grievance Officer. You can contact our Grievance Officer - Mr. Sujash Biswas at amazonpay-grievance-officer@amazonpay.in with the details of your interaction with the Grievance Officer. We will respond within 3 business days from the date of receipt of your email.

Level 4: Nodal Officer

In the unlikely event that your issue remains unresolved to your satisfaction despite escalating to our Grievance Officer, you can reach out to our Nodal Officer - Mahavir Jindal via email at amazonpay-nodal-officer@amazonpay.in. We will respond within 3 business days from the date of receipt of your email.

If you would like to speak to us, please feel free to call 1800-3000-1571.

Digital Ombudsman Scheme for Digital transactions

In case you have not received a resolution within 30 days of filing your complaint with us, please feel free to reach out to the Ombudsman as per the Digital Ombudsman Scheme for Digital Transactions issued by the Reserve bank of India. A copy of the scheme as posted on the RBI website can be found here . Address and area of operations of the Ombudsmen for Digital Transactions can be referred to here.

Reporting Unauthorized Transactions

To report unauthorized transactions that have taken place from Amazon Pay Balance: Money account, you can reach out to our helpline number 180030001637. Post evaluation, if the transaction is found to be unauthorized, we (Amazon Pay (India) Private Limited) will credit the amount to your Amazon Pay balance: Money account within 10 days from the date of notification from you. To know more about Reporting unauthorized transactions and customer liability click here.

Compensation Policy

Vide RBI’s guidelines on Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems dated September 20, 2019, APIPL will compensate customers in the event APIPL is not able to meet the stated timelines in respect of refund of failed payment transactions initiated from Amazon Pay balance: Money. All such compensation will be provided in the form and manner as may be decided by APIPL from time to time.

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