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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@amazon.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@amazon.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 the Nodal Officer appointed by us. Nodal officer can be contacted via email at amazonpay-nodal-officer@amazon.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

Amazon aims at providing the best service and experience to its customers. However, in case we are unable to meet or resolve our customer grievances pertaining to Amazon Pay balance: Money within the committed timelines, this compensation policy will come into effect for the mentioned scenarios. The objective of this compensation policy is to establish a system whereby Amazon (APIPL) compensates the customer for any financial loss he/she might occur due to deficiency in service.

The compensation policy covers areas relating to the below mentioned areas only and clearly specifies the extent to which the customer will be compensated.

S.No. Customer Scenario Condition Compensation eligibility Amount of compensation
1. Amazon Money load delayed (electronic or cash load at doorstep) If load into Amazon Pay balance: Money is delayed for more than one day from order date except in situations where restrictions are imposed on customer's account. Yes, if customer requests for such a compensation or at the discretion of APIPL 5% of load value or Rs.100 whichever is higher
2. Refund to Amazon Pay balance: Money delayed If customer used Amazon Pay balance: Money to pay for an order and refund to his/her account is not processed within the set timelines, except in situations where restrictions are imposed on customer's account. Yes, if customer requests for such a compensation or at the discretion of APIPL 5% of refund value associated with Amazon Pay balance: Money or Rs.100 whichever is higher
3. Amazon Pay balance: Money debited erroneously If customer claims that debit transaction is not authorized by him/her or there is fraud committed on the account.* Yes, if it is proved that amount was deducted due to negligence at Amazon end.* 5% of refund value associated with Amazon Pay balance: Money or Rs.100 whichever is higher*

*In addition to the compensation, the fraud liability will be determined basis the policy laid out under 'Customer liability for unauthorized transaction for Amazon Pay balance: Money'. In case if it is established that the amount was deducted not because of negligence at Amazon end, the liability will be determined as per the 'Customer liability for unauthorized transaction for Amazon Pay balance: Money' policy.

All compensation under this policy shall be provided only in the form of Amazon Pay Gift Cards (Amazon Pay balance: Gifts & Credits), to the exclusion of any other form of compensation such as credit to bank account or Amazon Pay balance: Money. For any unauthorized transaction related complaints, credit will be done to customer's Amazon Pay balance: Money account. To know more about it click here .

The policy does not cover and is not applicable in respect of claims made by customers on account of opportunity losses or damages or claims pertaining to reputation loss.

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