Requesting mediation
If you have attempted to resolve your concern regarding your Selling on Amazon account through our standard channels and were unable to do so, you might be eligible for mediation. This is the process where an impartial third party external to Amazon will facilitate dispute resolution.
What criteria does my seller account have to meet?
To be eligible for consideration, you must have:
- your business registered in a European Union (EU) member state or the United Kingdom.
- current or past active listings in one or more of our European stores (amazon.co.uk, amazon.de, amazon.fr, amazon.it, amazon.es, amazon.nl, amazon.se, or amazon.pl).
- appealed through our standard channels.
In addition, the date of Amazon’s last correspondence about your concern must be within six months of your request.
Can I request mediation about any issue?
No, in general, any issues regarding Fulfilment by Amazon, or your Amazon Payments Europe or Amazon Payments UK Selling on Amazon payments account are not eligible for mediation. For more details on Amazon’s mediation policy and topics we may not mediate, visit Mediation Policy.
Who is Amazon’s appointed mediator?
The Centre for Effective Dispute Resolution (CEDR) maintains a panel of impartial mediators who will be allocated to handle your case in the language you have chosen (the Amazon Seller Mediation Panel).
Details of current members of CEDR’s Amazon Seller Mediation Panel can be found here. Amazon does not influence which mediator CEDR will allocate to your case.
How can I start?
You can request for mediation here, by filling out the request form, and uploading the necessary documents. If you are not able to log into your account, contact us.
You need to provide:
- the details and nature of the Amazon actions you would like to make the object of mediation
- relevant documents
- relevant case IDs
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your preferred language for us and the mediator (English, Dutch, French, German, Italian, or Spanish).Note: Amazon reserves the right to respond to the mediator in its language of choice as well, and that the mediator can render its decision in English regardless of the chosen language.
We will review your request within ten days, and try to resolve it when possible. In case we are unable to do so, and your case is eligible for mediation, you will receive a unique code along with further details on how to get in touch with CEDR. If you are not eligible, we will inform you through the same channels.
Note: You cannot request mediation from CEDR without a valid code.
I received a code, what should I do next?
If you have received a code, you must contact CEDR within 30 days to begin your mediation process. When you start the process, you need to provide CEDR with a recently signed and dated copy of the mediation contract.
How does the mediation process work?
CEDR will request you to submit an explanation of your case and supporting documents. The appointed mediator may reach out to you directly for clarifications. Amazon will also make a submission, and in the end, the mediator will render a non-binding opinion on the case. This should not take more than 40 days after CEDR receives Amazon’s submission.
How much does mediation cost?
Our appointed mediator has set its fee at €538/£490 and Amazon will cover 50% of this fee. You will have to pay the remaining 50% directly to CEDR upon initiating mediation with the code that we provide to you.
If the mediator’s opinion is ultimately favourable to you, CEDR will refund you your share within 30 days after resolution. If the mediator decides in favour of Amazon, your fees will not be reimbursed, and you do not have to cover Amazon’s share.
What happens if the mediator’s opinion is favourable to me?
Amazon will take a final decision whether to accept and implement the opinion or not, and inform you. Independent of that decision, CEDR will reimburse your part of the fee to you.
I already submitted a mediation request. Can I add additional information or documentation?
Yes, to add additional information, visit Request mediation.
