A marketplace seller asks you to pay outside Amazon

A third-party seller may send a message claiming the listing price was wrong, shipping requires another payment, or a refund can be faster through a bank transfer. Once payment or contact moves to an outside channel, the marketplace record becomes incomplete and assistance can be harder. Amazon provides seller contact from the product page before buying and from Your Orders afterward. Use those paths to document the request and ask Amazon for help when the seller will not resolve it.

Before you start​

Identify whether the item was sold by Amazon or a third-party seller, and whether it has already been ordered. Save the original listing, price, delivery promise and seller message. Do not send bank details, gift-card codes or identity documents to an address supplied in a chat. Country-store policies and available guarantees may differ, so read the exact order's help options.

Do it step by step​

1. For a pre-purchase question, select the seller name on the Amazon product page and use Ask a question. For a completed order, open Your Orders, select the item and choose the relevant contact or problem option.
2. Compare the seller's request with the checkout receipt and order total. A request for a second payment outside Amazon is a new transaction; it is not automatically part of your original order.
3. Respond through Amazon's seller messaging or order-help flow that you will address any legitimate charge only through the platform's approved checkout and support process. Do not click a separately supplied payment page.
4. If the seller claims shipping trouble, inspect the order's tracking and delivery status in Your Orders. Ask Amazon Customer Service to verify the issue before changing an address or paying another fee.
5. If the seller does not resolve a valid order problem, use the available Problem with order, return or guarantee path in the account. Keep the Message Center record and note response deadlines.
6. Report a suspicious product or seller through Amazon's product-reporting or Customer Service controls. If you already paid outside the platform, contact the payment provider promptly and preserve the entire conversation.

Check the result​

The original order and any remedy stay visible in Your Orders or Message Center; no additional off-platform payment was made. A suspicious seller request has been reported through Amazon's native route where appropriate.

If something goes wrong​

If a seller message seems missing, inspect the Buyer/Seller Messages area and confirm the correct country store and account. Some support cases route to Amazon rather than directly to a seller; follow the option for that order. If a refund was promised, verify it in the payment record rather than a screenshot.

Know the limit​

Staying on-platform improves the evidence trail but does not guarantee an outcome. Marketplace guarantees and deadlines depend on the order and country. A real seller account can be compromised, so do not treat its message as authorization for a new outside payment. Amazon third-party seller contact Amazon suspicious-seller reporting