Amazon Pay Review (Formerly Amazon Payments)
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- Date Established
- 2007
- Location
- Seattle, WA
Pros
- Pay-as-you-go billing with no long-term contracts
- No monthly account fees
- Predictable flat-rate pricing
- Brand recognition
- Easy to integrate into your business website
Cons
- High processing rates will be expensive for high-volume merchants
- Numerous reports of withheld funds and account closures
- Numerous complaints about poor customer service
Overview
Launched in 2007, Amazon Pay is a payment service provider (PSP) and a subsidiary of mammoth online retailer Amazon.com. The service allows customers to complete purchases, make donations, and set up recurring payments on a merchant’s website by making payments through their Amazon account. Unlike PayPal, Amazon’s payment processing is conducted inline. In other words, a customer won’t have to leave your website to complete their payment. Amazon Pay integrates with over two dozen eCommerce providers, including Magento and Shopify (see our review).
Amazon Pay is a transparent and convenient service, and Amazon Pay’s quality shows in its client list. Big-name retailers using Amazon Pay include Lenovo, Canon, and Purple.
Amazon Pay (formerly called Amazon Payments and Pay with Amazon) replaces older services Checkout by Amazon (for online sellers of tangible, physical goods) and Amazon Simple Pay (for digital products, such as ebooks or software). Amazon Local Register, a mobile payment option that used a smartphone/tablet app and a plug-in card reader similar to Square (see our review), has also been discontinued, with no replacement option being offered.
Amazon Pay is very easy to sign up for and integrate into your website. You will need an Amazon Seller account, although there doesn’t appear to be a requirement that you have to list any of your products on Amazon. It’s probably a good idea to do so anyway, as you’ll reach far more customers that way. You’ll also have to comply with Amazon Pay’s Acceptable Use Policy, which basically prohibits you from selling any products that are typically considered to be high-risk in the processing industry.
Amazon Pay is a simple way to begin accepting credit and debit cards, and the service has mostly positive reviews. When a customer completes a transaction at your store using Amazon Pay, they’ll be able to access Amazon’s popular A-to-z Guarantee. Also, customers can save time by using shipping and billing information already on file in their Amazon account when making purchases in your store, and they won’t be redirected to another site to complete the transaction.
For all these reasons, plus the fair and transparent pricing, we’re happy to give Amazon Pay a score of 5 out of 5 stars. That said, there are some downsides to the service. Customers must have already made a purchase through Amazon in the past or be willing to open a new account to complete transactions using Amazon Pay. Plus, many online shoppers still prefer to use PayPal, which remains the industry leader in payment service providers (PSPs). Like any PSP, there’s an increased risk that your account will suddenly get shut down with little or no notice to you, and customer service options aren’t as robust as you would typically receive with a traditional merchant account. Still, if you sell online, Amazon Pay should definitely make it onto your shortlist of payment processing options.
Table of Contents
Amazon Pay Review: Quick Summary
Amazon Pay offers merchants the ability to accept payments through their customer’s Amazon accounts and can easily be integrated into your business website. There are no monthly fees or long-term contracts, and the service’s flat-rate pricing offers predictability and full transparency. There are no costs to sign up, and the process can be completed online.
Products & Services
A quick note: Amazon Pay is currently available to merchants in the United States, Japan, and the EU. To use Amazon Pay, you must have an established physical presence in the country in which you are processing transactions. More specifically, you must have a street address, a bank account, a credit card associated with your street address, and a phone number based in your country of operation.
Amazon Pay offers most of the features that you would expect from a payment service provider. Features and highlights include:
- Inline Checkout: Customers can enter payment information and complete purchases without having to leave your website. This is convenient for the customer and also increases the likelihood of completing a sale.
- Recurring Billing Support: Amazon Pay supports recurring payments and automatically renewing subscriptions.
- Fraud Protection Technology: This free service is the same technology used by Amazon to protect accounts from fraudulent transactions, lowering your costs and safeguarding your business. Also, Amazon Pay grants merchants a Payment Protection Policy (spelled out in the Customer Agreement), which states that merchants may waive chargeback fees for qualifying fraudulent transactions.
- Voice Solutions: Amazon Pay now allows customers to make purchases or donations through their Alexa devices. Create an Alexa Skill and add Amazon Pay to the skill to enable voice purchasing. See the Fees & Rates section below to view pricing for voice-enabled payments.
- Charitable Donations: Nonprofits can collect donations through Amazon Pay. View discounted rates for charitable organizations in the Fees & Rates section.
- Multiple Integration Options: Amazon Pay provides many ways of integrating it with your selling platform. These integrations range from plug-and-play options that are built into popular eCommerce software to custom solutions that fit the needs of enterprise businesses. You have the freedom to choose the integration that best fits your business and technological know-how.
- Amazon Seller Central: Every merchant using Amazon Pay will have access to Amazon’s dashboard, Seller Central. In Seller Central, you’ll be able to manage chargeback claims, view reports, and more. Take a look at a screenshot of Seller Central below:
Amazon Pay combines and replaces several older services that have since been discontinued, including the following:
- Amazon Payments/Pay With Amazon: These are the previous names for Amazon Pay. They are essentially the same service with identical rates and features.
- Checkout By Amazon: This was the old service that was used to sell both physical and digital products online. It has been replaced by Amazon Pay. While both services offer the same basic features, Amazon Pay features an improved, more streamlined integration with merchant websites.
- Amazon Simple Pay: This service allowed merchants to sell digital products (e.g., video games or ebooks) or collect donations. It offered the same features as Checkout by Amazon but didn’t support the sale of tangible, physical goods. Amazon Simple Pay was retired on June 1, 2015, with existing account holders being migrated over to Amazon Pay.
- Amazon Local Register: This service used a smartphone app and plug-in swiper to allow payments using a smartphone or tablet. Despite its apparent popularity, Amazon Local Register stopped accepting new customers on October 30, 2015. The service was completely shut down on February 1, 2016. While Amazon has not offered a replacement service, Square (see our review) is an obvious alternative for merchants who need this capability.
Fees & Rates
Like PayPal and most other eCommerce-focused processors, Amazon Pay utilizes a flat-rate pricing structure. Simple and easy to understand, Amazon’s pricing schedule is disclosed in detail on its website. Price is based on the transaction type and location of the buyer. Take a look at the three categories below: purchases made online, purchases made through Alexa (voice-activated), and donations made to charitable organizations.
Web & Mobile
- 2.9% processing fee + $0.30 authorization fee per transaction (for domestic US transactions)
- 3.9% processing fee + $0.30 authorization fee per transaction (for cross-border transactions)
Alexa Voice-Activated Purchases (Real-World Goods & Services)
- 4.0% processing fee + $0.30 authorization fee per transaction (for domestic US transactions)
- 5.0% processing fee + $0.30 authorization fee per transaction (for cross-border transactions)
Charitable Organizations
- 2.2% processing fee + $0.30 authorization fee per transaction (for domestic US transactions)
- 3.2% processing fee + $0.30 authorization fee per transaction (for cross-border transactions)
That’s it. Unlike many traditional credit card processors, Amazon won’t charge you account setup fees, monthly fees, PCI compliance fees — or any other fees, for that matter. There are no contracts to sign, and therefore, no early termination fees. Amazon Pay just charges fees on the transactions you process, so you only pay when you use the service.
Processing fees are based on a fixed percentage of each transaction amount (that’s the total cost of items, plus shipping and tax) and the authorization fee. Note that when you first start using Amazon Pay, you will have to wait a bit longer than usual to receive your funds. Amazon employs a reserve system, so when you first begin processing payments, all initial transactions will be held in Amazon’s reserve for 14 days. After that point, Amazon puts a hold on your funds for seven days, and there is disbursement scheduled for every day (e.g., on your 17th day of selling, you will receive payment for purchases made on your 9th day of selling). In the event of a chargeback, you’ll pay a $20 disputed transaction fee, plus tax. Overall, these rates are very similar to what competitors such as PayPal and 2Checkout will charge you.
An important note: Your bank account must be associated with your Seller Central account to receive funds from Amazon Pay. You’ll also need to provide a valid credit card number in the event you end up with a negative account balance. Since Amazon Pay doesn’t charge any recurring fees, this is only likely to happen if you have to issue a refund or incur a chargeback.
Contract Length & Early Termination Fee
Amazon allows you to use the Amazon Pay service without committing to a long-term contract. The use of the service is essentially month-to-month, but without any recurring monthly or annual fees, there’s little reason to cancel your account.
If you want to cancel anyway, Amazon provides a link you can use to contact a Seller Support representative, who will close the account for you. There’s also no early termination fee whatsoever. Unlike other processors who require at least 30 days’ written notice of account closure to avoid getting billed for an additional month, you can close your account at any time with no penalty.
Sales & Advertising Transparency
Amazon is so well-established that it doesn’t need to rely on traditional sales or marketing campaigns to reach users. With payment information stored for more than 300 million individuals living around the globe, it’s easy for the internet giant to spread the word about services available through its site, via either referral or word of mouth. There are no hidden fees associated with Amazon Pay. As long as you take the time to read the FAQs on the website, you should have a good grasp of how the service works.
Amazon Pay also has a respectable presence on social media, with active accounts on Facebook and Twitter. Additionally, it maintains a blog and has a YouTube channel that features numerous tutorials and testimonials from merchants.
Customer Service & Support
Amazon Pay has recently consolidated its online support resources into a single Help section. From here, you can access a tremendous variety of topics ranging from how to sign up for the service to how to handle a chargeback, and much more. The Help section is divided into resources for customers and merchants, so your customers can use it as well if they have a problem with completing an order or making a payment. Documentation is also available for integrating any of the numerous third-party shopping carts that are compatible with Amazon Pay.
While the Help section of the Amazon Pay website should be your first stop if you have a problem, traditional customer service options are also available. Customer support is available via email, telephone, and live chat. However, you have to have already signed up for the service to use these options. Therefore, we weren’t able to check in and see how easy or difficult it is to reach a customer support representative. I can say, however, that my experiences with sales and marketing representatives were all positive and timely. Service representatives are available every day from 5 AM until 9 PM PST.
User Reviews
Feedback from merchants using Amazon Pay is mostly positive, although the service does receive many of the same types of complaints that are common with payment service providers (PSPs). These issues include frequent account holds, freezes, and terminations, as well as limited customer service options.
Negative Reviews & Complaints
Amazon Pay doesn’t have a separate business profile with the BBB, and few, if any, of the 12,000+ complaints on the Amazon.com profile have anything to do with the service. Ripoff Report currently lists 31 complaints (under the old Amazon Payments brand name) that are specific to Amazon Pay. Again, however, few of those complaints are from merchants. Instead, most of them are actually filed against people trying to use the service for illegal or scam sales.
While there aren’t a lot of complaints about Amazon Pay to be found, we did find a few issues that were common enough to be notable, including the following:
- Frequent Account Holds, Freezes & Terminations: Users have reported Amazon for holding funds for 90 days or longer and freezing accounts without prior notice. This is a very common complaint we see with payment service providers in general. While we don’t want to disregard it, the issue is a genuinely unavoidable side effect of the business model used by these types of providers.
- Initial Funding Hold: As mentioned above, Amazon Pay’s reserve policy clearly states that funds will be held for an initial observation period of 14 days for new accounts, causing a delay in payment. After that, funds are disbursed on a seven-day cycle.
- More Expensive Than Other Options: Because Amazon Pay uses a flat-rate pricing plan, merchants who operate mid to high-volume businesses may find that the cost of using Amazon Pay is higher than using other options (such as a traditional merchant account with interchange-plus or membership pricing). However, keep in mind that Amazon Pay is on par with other payment service providers, and at low volumes, the flat-rate, pay-as-you-go processing tends to be the most favorable for merchants. Higher-volume businesses (above about $10,000 per month in processing volume) will definitely see savings with a merchant account.
- Signup Takes Too Long: A few merchants voiced frustration at the signup and setup process with Amazon Pay. They say there are too many steps involved and that the process could use some streamlining. While there is some merit to this criticism, we should point out that this signup process is far easier than what you’ll go through with a traditional merchant account provider.
Positive Reviews & Testimonials
In addition to case studies on the Amazon Pay site, there are several reports online from users who are satisfied with the payment processor. A thorough search found the following common positive attributes:
- Quick Payment Process: Since their shipping and billing information is already on file with Amazon, customers can complete orders very quickly. This convenience will hopefully increase your store’s conversion rate.
- Easy To Use: Merchants like that Amazon Pay is easy to add to their websites and that it’s easy for their customers to use.
- Name Familiarity: Customers know and trust Amazon, and most customers today already have an Amazon account set up. This name-recognition helps your customers feel more secure about purchasing from your site.
Integrations & Add-Ons
To complete a purchase using Amazon Pay, customers will need to already have or be willing to sign up for an Amazon account. Amazon supports payments via all major credit cards, debit cards, and direct ACH transfers from a customer’s bank account.
Amazon Pay offers prebuilt integrations with over two dozen major online shopping carts, including leading provider Shopify (see our review). The service also provides many other ways to integrate the payment service with a merchant’s website, including payment buttons and hosted checkout options. Look into Amazon Pay’s documentation for more information on integration options.
Final Verdict
If you’re already a seller with Amazon, using Amazon Pay as a payment service provider (PSP) for your eCommerce site is a no-brainer. At the same time, Amazon Pay also offers significant advantages for sellers and organizations not currently affiliated with the company. You’ll be able to manage transactions, view reports, contact customer support, and more in Amazon’s Seller Central. You’ll also be guarded against fraud-related chargebacks that fit into the service’s payments protection policy. Because customers won’t have to leave your website to complete sales, your conversion rates should improve as well.
For merchants who already have a traditional merchant account, adding Amazon Pay as an additional payment method to your site is a great option. It costs you nothing to sign up, and with pay-as-you-go billing, you won’t be committed to a long-term contract or recurring monthly fees. Amazon Pay has an intuitive interface, and plenty of users who already have Amazon accounts as well as providing superb name recognition. Amazon Pay receives an excellent score of 5 out of 5 stars, and we highly recommend it for eCommerce merchants.
Melissa Johnson
Melissa Johnson has been writing about payment processing and mobile payments since 2014, and has been quoted in articles for Credit Karma and The Next Web, among others. She graduated from The University of Kansas in 2010 with bachelor's degrees in English and journalism.
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Organization Name: SWIFTGAMES INC
Our corporate account has been deactivated 3 times by mistake. The 3rd time we received confirmation that it would be reactivated and a letter saying our account is in good standing. Amazon Pay has the most difficult support to get in touch with, takes the longest to respond or they flat out ignore you and close your tickets without responding. We have been waiting to have out account reactivated for 2 months. Every time we reopen the ticket. They close it without responding. They have NO support phone number and Amazon support cannot help with anything Amazon Pay. Amazon Pay is impossible to deal with and never helpful in correcting any issues with their API. On a side note chargebacks are frequent and they offer zero digital seller support for fraudulent purchases. They do not offer 3d secure payments or any type of fraud radar. Fraudsters just create new Amazon accounts and continue to use stolen credit cards. In short Amazon Pay is NOT worth your time or your effort. They will do more damage to your business than it is worth and when something goes wrong they are no where to be found. Don’t be surprised if Amazon Pay does not last very long. I would not advise any time investments into it.
This comment refers to an earlier version of this review and may be outdated.
Organization Name: Ranowear, Inc
I am an individual who has been selling products on Amazon for over ten years. I order products through a drop ship wholesaler who represents hundreds of manufacturers and over 13,000 products. Our wholesale outlet is one of the most respected in the country and purchases only from verified trademark holders for redistribution. Because of the numbers involved, the manufacturers might not know my name. However, I have an account in good standing with the wholesaler. I list my products on Amazon by means of a data feed directly from the wholesaler. Occasionally a manufacturer/trademark holder may grow concerned about counterfeit products offered on Amazon and submit blanket complaints about every retailer they see on Amazon whose name they do not recognize. This happened to me. When this happens I immediately contact the wholesaler to ask for a letter of verification and an introduction to the manufacturer/trademark holders as proof that I sell products sourced only from the trademark holder – not counterfeits. I also request and receive letters of verification from the manufacturer/trademark holder. At Amazon’s request I also submitted invoices from the wholesaler to show that I purchase products from the legitimate source. These letters and invoice are attached as Exhibits to this complaint. Once these documents have been submitted Amazon stopped communicating with me. All I received were automated e-mails stating that I need to submit the documents I already submitted. Using automation Amazon repeats the same complaint and document request over and over ignoring the documentation sent to them. After several automated e-mails, Amazon stopped replying altogether. After several weeks of sending automated e-mails Amazon suspended my account and held the funds for the sales I had already completed. The unpaid balance due to me is $312.68. When I requested the release of the funds, Amazon sent one automated e-mail saying I could expect a response in 7 days. I contacted them again after 14 days and received an automated response saying Amazon will not release the funds, they will not provide the reason and will no longer communicate with me. The customer paid me, not Amazon,for the merchandise I delivered. This money does not belong to Amazon. The maneuver of not transmitting to me the proceeds of my sales does not seem to be even legal. The use of robot e-mail replies on Amazon’s part hints to my mind at fraudulent intent.Conclusion: Please help me in getting Amazon to release the $312.68 I earned selling on Amazon. I am not interested in reinstatement as an Amazon seller, since I believe they deal fraudulently with vulnerable individuals attempting to sell merchandise on their website.Additional Information: I believe this process of (1) Accusing a seller of wrongdoing (2) Ignoring a seller’s defense (3) Holding the seller’s balance due presumably for be kept as Amazon’s personal business property – this process is a generalized fraudulent scheme. The basis for my belief is the number of complaints by sellers on Amazon who has voiced the same complaint.
This comment refers to an earlier version of this review and may be outdated.
Organization Name: ALLISONTEC
SCAM. STAY AWAYAmazon pay is a scam , they hold your mney and for months find excuses not to release your money.when they finally say your web settings are ok …..they do not respond any more to tech support and they loop your funds in a hold status.They hold $50,000 to me since 8 months. I had to go to my lawyer and sue amazon.it is a scam , stay away from amazon go for paypal or stripe stay safe
This comment refers to an earlier version of this review and may be outdated.
Organization Name: CC
As merchant I have never won a claim. I follow all the guidelines and do everything right but still lose claims. They in no way protect merchants and it is a stupid way to do business
This comment refers to an earlier version of this review and may be outdated.
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If you use Amazon Pay because of the A-Z Guarantee don’t. The guarantee means nothing. If a company fails to honor the warranty on its product Amazon Pay will not assist you. They won’t even contact the seller in an attempt to reconcile the problem. They will sell third party products but after that you are on your own.
This comment refers to an earlier version of this review and may be outdated.
As a consumer purchasing merchandise from Amazon and third parties using Amazon Pay, I am completely disgusted and won’t order from Amazon again. When you place an order, Amazon puts a “hold” on the funds then when the item is ready to ship Amazon charges your bank account for the transaction yet the “hold” on your money is not released for up to 5 days. So basically if I order a $50 item I must have $100 in my bank account and if I don’t, the order is then declined because of lack of funds (because they are holding the amount in addition to charging the same amount). This has now happened to me twice using two different bank accounts. That is absolutely ludicrous! As I said, I will cease from ordering anything from Amazon from now on.
This comment refers to an earlier version of this review and may be outdated.
Thanks for these reviews.
I am now convinced not to use Amazon Payments for now.
It is absolutely a typical action of Jeff Bazos. He throws the S** against the wall to see if it sticks and then start working on it.
This comment refers to an earlier version of this review and may be outdated.
Was the writer paid by Amazon for this? Because whatever bad thing you’ve ever done in your life, you still don’t deserve Amazon Payments and its notorious incompetence. They not only made error after error, but getting it resolved is pretty near impossible. They made a 1 cent error and refused to close my account because of that one cent, that they couldn’t seem to remove. They hold your money for any or no reason, with muddled explanations. Good luck getting the right customer service email as your request for help floats through Amazon limbo. In 15 years of PayPal, I had very few problems; in 1 year of Amazon Payments, I had more than I can count here. Save yourself the stress!
This comment refers to an earlier version of this review and may be outdated.
I am having similar problems as others who have commented here:1) Account suspended without prior notification AFTER several hundred dollars were charged.2) Little or no response after I sent in the requested documents3) Nearly one month has passed without any resolution to what was a simple process with other processing firms (PayPal, Simplify by MasterCard).When working the service is acceptable and my customers enjoy the security and familiarity of using Amazon Payments. But this experience of suspending my account has been very negative.
This comment refers to an earlier version of this review and may be outdated.
How many times do you have to submit your business info. to Amazon Payments for a Kickstarter campaign? Seven is the last count, and this is for the second go round! It took a while, but they passed us for the first go round. Do you think they used the info. from the first go round for the second, of course not! You just can’t fix stupid.
This comment refers to an earlier version of this review and may be outdated.
After using Amazon payment processing for two months they froze my account twice and after calling them and emailing they unfroze it without any explanations. No body knows why my account gets frozen I just get an email after it is frozen which notifies me that it will stay frozen for 90 days. I feel like I am dealing with a mafia they freeze my account they hold my money without any explanation.
This comment refers to an earlier version of this review and may be outdated.
I don’t understand why Jeff Bezos let’s this go on…Amazon Payments has an issue with verification of business accounts, then passes those issues to personal accounts…I thought I was the only one…I am glad to see others having difficulties that have not been addressed by Amazon.com senior management.
This comment refers to an earlier version of this review and may be outdated.
I agree with the person who said this article must have been written by Amazon. I’ve been using Amazon checkout as an option on my website for a year now.. I’ve been using paypal for the last 11 years.. While Amazon checkout works, and I haven’t had any customer problems with it, I don’t like the fact that they hold my money for 7 days, after the item is shipped, and then it takes an additional 3-4 days to hit my checking account.. Plus, they only release funds on certain days, so all in all, Amazon uses my money for free for appx 2 weeks. They receive credit card fees for each transaction, so I’m not really happy with them holding my money, for no real reason… I’ve contacted them about this and they’ve told me they have a “tier” system.. After 6 months, I can ask them to move me to the next tier and so on… I’m not sure what the next tier is, but in the past year of offering Amazon, they have never had to contact me about any problems and I have a perfect rating with them.. I don’t really like the fact that I have to “prove” to them that I’m “worthy” of their next tier.. I’ve been doing this for 11 years and really don’t appreciate being treated like I’m a child… Another problem with the system is shipping.. They don’t offer a shipping program like paypal.. I’ve had my share of problems with paypal over the last 11 years, but I have to say, in the past year, they have upgraded their system so it’s working really well. They now offer many new features and seem to be really pulling their stuff together… I had high hopes for Amazon checkout, but have to say, after a year of using them, the hopes have been dashed… I plan on removing them as an option from my shopping cart..
This comment refers to an earlier version of this review and may be outdated.
This is a horrible service. In addition to losing funds, the customer service reps are very unprofessional. Twice I was put on hold for over a hour, and I was hung up on several times. It took over 4 hours of persistence on my part, for them to finally rectify an issue that was their fault to begin with. I would strongly suggest businesses not use this service.
This comment refers to an earlier version of this review and may be outdated.
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This is obviously an advertisement for Amazon Payments, and frankly its very untrue. First problem you have with amazon payments is your customers will see that Amazon logo and think “hmmm, why don’t I just buy this right on Amazon”. Second, they will mess with merchants putting reserves on your account, or better yet in our case, they will let you transact, then hold you money in reserve and then send you an email saying “we cannot verify your information” – if you cannot verify information, why did you allow the account to collect funds from customers in the first place? I am sure Amazon does not need my pennies, so my conclusion is – this service and people involved are absolutely clueless – which is even worse then if it was some type of scam. Don’t even get me started on poorly written API documentation and horrible technical support who know nothing.
This comment refers to an earlier version of this review and may be outdated.