Customer Refunds and Chargebacks
If your product has a monthly charge, customers automatically receive a refund if:
They cancel use of the product (for more information, see Customer Cancellation).
We refund the unused prorated portion of the monthly charge.
You decrease the product's monthly charge sometime during the month (for more information, see Changing Pricing)
We refund the net prorated amount at the time of the price change.
In both of these cases, the refund occurs in the same month as the original monthly charge. For example, if the customer pays the July monthly charge and then cancels in the middle of July, we give the refund immediately in July (not later in August). Or, if the customer pays the July monthly charge, and then in the middle of July you decrease your product's monthly charge, we give the refund immediately in July. This means we're able to take that refund into account when we calculate your July value-add for the customer in early August. In other words, you don't pay the 3% DevPay fee on money that you've refunded to the customer.
When we give a refund, we pay the amount on your behalf and then charge you the amount. We first attempt to collect the money from your Amazon Payments account. If the funds in the account are insufficient, we bill your credit card for the remaining amount. We do not refund you the $0.30 transaction fee.
We recommend that you leave money in your Amazon Payments account to cover refunds.
Your DevPay Activity page includes a line item with the sum of the refunds we charged you for during the month. When we charge you, your DevPay transaction history includes a "Customer Refunds" line item. The charge can be for a single refund or multiple (we might aggregate any refunds into a single charge). For an example, see the example pages for July in Appendix: Example DevPay Activity Pages
If you contact us and ask us to refund a customer for a charge that occurred in a previous month, we credit you any 3% DevPay fee you paid earlier related to that charge. However, we do not refund the $0.30 transaction fee.
This type of refund is not included in the refunds line item on your DevPay Activity page. It does, however, appear in your DevPay transaction history for the month the refund occurred.
Customers can dispute charges that appear on their credit card bills. When a customer calls the credit card company to dispute a charge, it's called a chargeback.
When a customer initiates a chargeback, you can contest it. If you don't, or if the customer wins the chargeback, we return the money to the customer on your behalf and then charge you the amount we returned to the customer.
For chargebacks classified as "Unauthorized Payments," you can contact us at
<email@example.com> and we will refund you the cost of AWS services and the
associated 3% Amazon DevPay fee that you paid earlier for the charge in dispute. For chargebacks
other than "Unauthorized Payments," if you believe the chargeback was because of performance
related to AWS services, you can appeal to get a refund of the AWS costs based on the published
service-level agreements (SLAs). For more information, go to the Amazon Web Services Customer Agreement and Amazon Payments User
When charging you for a chargeback, we first attempt to collect the money from your DevPay account. If the funds in the account are insufficient, we bill your credit card for the remaining amount. Chargebacks do not appear on your DevPay Activity page.
We recommend that you leave money in your Amazon Payments account to cover chargebacks.