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 a process where an impartial third party external to 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 or the United Kingdom 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, Amazon Payments UK or selling on Amazon payment account are not eligible for mediation. For more details on Amazon’s mediation policy and topics we may not mediate, go to Mediation Policy.

Who is Amazon’s appointed mediator?

The Center 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 Mediator Panel).

For details of current members of CEDR’s Amazon seller Mediator Panel, go to Amazon Mediator Panel Members. Amazon does not influence which mediators CEDR will propose as possible candidates for your case.

How can I start?

To request for mediation, go to, Request mediation. Fill out the request form, and upload the necessary documents. If you are not able to log into your account, contact us.

You have to provide:

Details and nature of the Amazon actions you would like to make the object of mediation
Relevant documents
Relevant case IDs
Your preferred language for us and the mediator (English, Dutch, French, German, Italian, Polish, Spanish or Swedish).
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 business 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.

Note: In order to qualify for mediation, you must have an ongoing “Eligible Dispute” which you tried to solve through our internal complaints handling process at the time you send your mediation request.

Note: Submit only one case per “Eligible Dispute”. Submitting multiple case requests for the same dispute will result in your subsequent cases requests being closed and may prolong the resolution time of your initial case request.

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 have to provide CEDR with a recently signed and dated copy of the Mediation Agreement.

Note: After 30 days, the code will expire and you have to resubmit a request.

How does the mediation process work?

CEDR will request that you submit an explanation of your case, provide supporting documents and choose between two available mediators to handle your case.

You will have three working days to advise CEDR which mediator you would like assigned to your case. Once selected, you will be unable to change your decision at a later date. If CEDR does not receive a response within the required time frame, CEDR will allocate a mediator to your case. The assigned mediator may contact you directly for clarifications.

Once the mediator is assigned, Amazon will also make a submission. After reviewing all documents submitted by both parties, 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, go to Request mediation.

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