How to complain to Amazon about an order or seller dispute
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
ParcelClaim is independent and is not Amazon. You can use the official complaint and support routes directly for free.
Official Amazon complaint & contact options
Amazon Customer Service
Use Amazon’s signed-in contact page for order help. Its official UK instructions explain how to reach an associate by chat or request a phone call; follow the options currently shown for your account.
Marketplace seller and A-to-z
The A-to-z policy covers eligible purchases sold and dispatched by a marketplace seller. It directs Prime-delivered marketplace orders to Amazon Customer Service instead.
Keep the seller’s identity separate from the name of the platform.
Step 1: make the initial complaint
Open the order details and check who sold the item and who dispatched it. That distinction determines whether you should explain the problem to Amazon support or the marketplace seller.
- Give the order number, affected item and the result you are asking for.
- For a seller dispute, keep the seller’s reply in the order’s message history.
- Explain what a previous adviser or seller agreed to do and what is still outstanding.
Save the conversation before closing it. If several items share an order, identify which item the complaint concerns rather than describing the whole order as missing.
Step 2: request review if unresolved
For an unresolved Amazon-support complaint, return to the official contact route, reference the earlier conversation and ask for the outstanding evidence or decision to be reviewed. The contact guidance does not publish a separate generic complaints department; a request for review is practical guidance, not a promised escalation service.
For an eligible seller-dispatched purchase, Amazon explains how to request an A-to-z refund through Your Orders. If a claim is denied, its appeal guidance allows an appeal within 30 days of the decision. Check eligibility and the instructions in your case; writing a letter does not submit a claim or appeal.
Information and evidence to have ready
- Order number, item and the seller/dispatch information shown on the order.
- Seller messages and Amazon-support conversations, with dates.
- Relevant delivery, return or refund records and the action previously promised.
- If appealing: the claim decision and the evidence that addresses the reason it was refused.
Amazon parcel, order and refund complaints
- Unresolved delivery complaint: Amazon order-not-arrived help covers the delivery checks; this page covers who to complain to.
- Tracking says delivered: keep the disputed tracking result with the order details; see Amazon delivered-but-missing guidance.
- Return or refund disagreement: state whether the seller accepted a return or Amazon agreed a refund. For a missing return parcel, see lost-return help.
Want Amazon to put the problem right?
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
Create My Complaint Letter — £2.99Tailored to your case • You send it yourself. For other issues, use the official company routes above.
Official sources
Checked on 3 October 2026. These sources support the published routes above. Preparation advice and requests for a further review are ParcelClaim’s practical guidance unless an official procedure is specified. Check the linked pages for current details.
ParcelClaim is an independent self-help service, unaffiliated with Amazon. We do not contact the company or send your complaint for you.