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Amazon’s bread and butter is the ability to deliver packages in a timely manner without compromising the high quality of service. They do this through a huge network of independent contractors with a service called Amazon Flex.
For this to happen, delivery drivers need to have around-the-clock access to Amazon Flex support to solve any issues that may arise. Dealing with customer support can sometimes be a nightmare. Amazon combats this by providing various ways for independent contractors to immediately contact support — regardless of the situation.
You’re in the right place if you have a problem with your Amazon Flex driver account or a current delivery. We’ve laid out every way you can contact driver support to quickly resolve your issue — whatever it may be.
This article will go through the fastest ways to contact support and get your issues resolved fast. Now, let’s jump right in.
- How to Contact Amazon Flex Support
- 6 Issues Amazon Flex Support Can Solve
- Customer Support for Amazon Flex Customers
How to Contact Amazon Flex Support
Let’s start with the contact information for Amazon Flex support. You can contact driver support by email, calling through the app, or directly calling the driver support hotline:
- Email support: email@example.com
- In-app telephone support: Tap the question mark in the top right corner of your app, select “Request call from support,” and an Amazon employee will call you within 30 seconds
- Direct phone number: (877) 212-6150 or (888) 281-6901
Which one you choose will depend on the nature of your problem, which we dive into in the next section.
It’s inevitable that you’ll run into issues along the way — it’s the nature of the delivery business. What’s important is that you contact support as soon as possible if there are any circumstances that prevent you from delivering your package on time or doing your job to the best of your ability.
If you need to contact Flex app customer support outside of route issues, your first stop is email. Sending an email will result in a canned response and no real help from Amazon.
Your second, third, fourth, and fifth time emailing support will likely result in the same frustration. If you find yourself in this situation, you have to stick to your guns and keep emailing until you’re lucky enough to find a support agent who actually reads your email and is willing to help.
Canned responses are among the most frustrating part of dealing with Amazon Flex support — especially in regard to complaint emails.
Every Flexer dreads seeing one of the infamous “package not received” emails. We know we delivered the package. We took the picture. What more can we do? Without further information such as which package wasn’t received, there’s no way to appeal a “Package not received” complaint. Porch bandits may be at fault. During the holiday shopping season, this issue only gets worse.
As a Flex driver, you have the option of returning a package if you feel that it is not safe to leave at the physical address. However, if this is done too often, you’ll receive another obnoxious email from the help center about conducting too many returns.
A Flex driver’s best defense against complaints is to keep records. If you have an especially troublesome route, keep notes and if a complaint arises, appeal it with a detailed account of what happened. Make sure to provide dates, times, and a detailed description of the issue. These will all help in removing a bad mark against your account.
Unfortunately, there are many reasons you may be removed from the Amazon Flex program.
First, take every precaution to prevent deactivation in the first place. Here are a few things we recommend :
- Don’t transfer packages
- Don’t perform questionable deliveries
- Don’t deliver after 9:00 p.m.
- Don’t miss a delivery block
- Always make sure to give up outside the 45-minute delivery window
Deactivations run a few weeks behind the termination-related incident. The email you receive is vague and may leave you wondering what you’ve done. Here’s what to do if your Amazon Flex account is deactivated.
Your best course of action is to reply asking for information related to the grounds they used to terminate your contract as a delivery partner. It is important that you remain professional and level-headed when dealing with deactivation.
The next step is to fill out an appeal.
Appealing deactivation can be a lengthy and sometimes unsuccessful process; other times it’s managed quickly. Good record keeping is always your best defense. A strong case against deactivation is made up of dates and accurate information regarding all issues that take place while making deliveries.
Unfortunately, sometimes you appeal deactivation and the decision will remain unchanged. If this is the case, you may be unable to re-join the Amazon Flex network.
Calling From the App
When making deliveries, telephone support is necessary but not always helpful.
When you call support, the support agent can see your location in real-time and knows the delivery you’re on. The agent’s ability to see your location can be helpful at times, but they’re not perfect. They may try to give you directions to the address but all you see is an open field. Other agents may listen for a minute and tell you to mark the package undeliverable and return it to the DC.
Agent support representatives are most helpful when dealing with issues regarding packages and app problems. If you’re on the road and discover you have an extra package that won’t scan into the app, a quick call to support easily solves this problem.
Amazon Flex agents can mark a package as delivered if your app glitched and returned you to a delivery you’ve already made. This is a quick process, so call the Flex support phone number if you run into this issue.
If you’re in a gated neighborhood or secured facility, Amazon Flex support can supply you with an access code provided from previous deliveries to the location. But if the codes don’t work, you may have to mark the package as undeliverable.
You may be able to fix many delivery issues yourself. For example, Amazon Flex drivers can text customers right from their phone — something support cannot do. On most delivery labels, the customer’s phone number is below the first barcode and above the QR codes.
There are two Amazon Flex support phone numbers: (877) 212-6150 and (888) 281-6901. Make sure to save these numbers in your contacts — you’ll need them if your Amazon Flex app breaks while on a delivery.
Last year Amazon sent emails to all Amazon Flex drivers stating that phone contact is only for delivery-related issues. Amazon seems to have backed off on this matter though — Flexers can call support for any reason related to the Flex program.
Pro tip: Check out our Amazon Flex guides for additional information about the problem you’re having:
- The best way to avoid problems when delivering with Amazon Flex
- How to properly use the Amazon Flex app
- How to get more Amazon Flex blocks
6 Issues Amazon Flex Support Can Solve
Let’s take a look at common problems Amazon drivers face so you know how you can get in contact with support.
1. Delivery Problem or Difficult Situation
Bad traffic, inclement weather, or car trouble are just a few reasons that could prevent you from delivering an order on time. Pretty much anything that substantially slows your delivery time and puts you behind is a justifiable reason to contact support.
Amazon Flex support may be able to address your problem and give you assistance, however, this isn’t always the case. At the very least, Amazon’s support will have your call on record to show that you were actively trying to resolve the issue as it was occurring. This may come in handy later if you ever have to dispute a blemish on your delivery account.
How to contact: Since your matter is likely urgent, tap the question mark in the top right corner of the app and a customer service representative will call you within 30 seconds.
2. App Isn’t Working
Gig economy apps like Uber, Lyft, and Postmates will occasionally act buggy and won’t work properly. The Amazon Flex app is no different.
Bugs within your iPhone or Android phone delivery app cause headaches and frustrations, especially if they’re interrupting the flow of your deliveries. Contact Amazon support if your app is freezing or you’re unable to properly report delivery details. Like every problem related to a delivery, it’s best to notify them as soon as possible so they have your inquiry on record.
How to contact: You can call the direct Amazon support phone line since your delivery app is part of the issue.
3. Delivery Logistics Don’t Make Sense
Occasionally you’ll be given an assignment during your delivery block that’s nearly impossible to complete on time. Instead of trying to make the impossible happen, reach out to customer support and let them know your delivery circumstances.
Let’s say you’re on the clock and you receive a new delivery that’s all the way across town. There’s no way you’re going to drive 15 miles in less than 10 minutes to arrive at the delivery partner pickup location for your delivery. This error can be caused by either a glitch in the app or limited Amazon driver availability in the area.
You shouldn’t be punished for this anomaly if you’re late for your assignment. That’s why it’s best to contact support and let them know what you’re dealing with.
How to contact: It’s best to go through the in-app support function when you have issues with current delivery assignments.
4. Changing Your Delivery Region
It’s imperative that you contact customer support if you ever decide to move and would still like to work for Amazon Flex. This will require an update in the system so you can start receiving assignments in your new region.
If you don’t update your account, you risk receiving assignments from your former region which can tarnish your Amazon Flex driver reputation.
You’ll first need to notify Amazon of your new preferred region. Part of this process also includes clearing your calendar so you don’t continue to receive deliveries. After you contact Amazon, they’ll update your preferences and you’ll begin receiving assignments in your new location.
How to contact: You’ll need to send an email to Amazon to begin this process: firstname.lastname@example.org.
5. Account Is Temporarily Disabled
Hopefully, you never encounter the dreaded “Account Temporarily Disabled” notification. You’ll need to get in contact with Amazon support directly if you ever receive an email saying you’re locked out of your account.
Amazon account deactivations can occur for myriad reasons. You could miss a delivery, deliver a package after 9:00 p.m., or have a high number of late deliveries. These are only a few reasons — the list goes on.
Amazon support will deactivate your account and then send you an email notification. The email is quite general and doesn’t go into detail as to why your account was deactivated.
Since you’re locked out of your account, you’ll need to reply directly to the email that was sent to you from Amazon. From there, you can take the appropriate steps to get your account up and running again.
How to contact: Reply directly to the email that Amazon sent you.
6. Questions About a Current Delivery
Amazon support makes itself available through the Flex app if you ever have a question about a current delivery. You can quickly contact support and ask any questions that will help you successfully complete the delivery on time.
You can either run into issues while navigating to the Amazon warehouse or while on the road delivering a package. For example, let’s say you think you’re at the delivery address but you can’t seem to locate the residence. In this case, you can reach out to support and they can provide some assistance.
How to contact: All questions regarding current deliveries should be addressed through the in-app contact feature.
Customer Support for Amazon Flex Customers
We’ve covered all of the ways Amazon Flex drivers can contact support, but what about if you’re an Amazon customer? Amazon gives customers two ways to contact customer support — online chat or by phone.
The online chat feature and customer support phone line can both be found at Amazon’s Contact Us page. From there you can choose which route you want to take depending on your issue.
Amazon is a business that has its hands across many services and industries. Instead of having separate portals for different types of customer service, Amazon simplifies the process by providing one point of contact.
That means you can use the link above and won’t have to go searching Google for different points of contact. You can use the same customer support for your Prime Now one-hour delivery services, Amazon Fresh order from Whole Foods, and more.
Issues that tend to come up revolve around missing packages, late package deliveries, or damaged packages.
A helpful first step is to check out our guide to missing Amazon packages if this is what your issue is. You can also go directly to Amazon’s site if you have a missing package that shows as delivered.
Amazon Prime Support
Prime members receive free two-day shipping on most Amazon items, as well as access to services like Prime Music and Prime Video. You can stream more TV shows than you’d ever have time to watch, listen to thousands of songs, and get fast shipping on everything from bath essentials to home improvement products to Android phones. Just take a look at the Amazon home page to see the vast array of products available.
If you have questions about your Amazon Prime account, including inquiries related to your gift card balance, credit card information, order information, or you need to cancel items, you can reach out to Amazon Prime support.
You’ll be able to speak to a representative on the phone or receive online help via live chat, as well as access various help topics. Don’t worry — wait times are generally quite short due to the number of support representatives that Amazon employs.
Amazon Device Support
If you read Kindle books or have an Amazon Echo in your vehicle, then you’re using an Amazon device. While these devices generally work without any problems, you may occasionally find yourself needing support.
To get help with using your Amazon device, visit this page and click on “Devices.”
Amazon Seller Support
Being a third-party seller on Amazon can be an excellent business. You get to leverage Amazon’s large marketplace while having the freedom to work for yourself. Sometimes, however, you may run into issues with your account and need some assistance. You can visit this page to contact Amazon Seller support.
Amazon Web Services Support
Amazon Web Services (AWS) has made cloud computing cheaper and more readily available than ever before. While you’re presumably comfortable with tech if you’re using AWS, you may still need support from time to time. To get help with AWS, visit this page. Note that you’ll need to sign in to your AWS account to access this page.
You may not have known, but Amazon actually owns Zappos. It’s fitting, since Amazon.com, Inc., has always prided themselves on their customer service and Zappos is also a very customer-centric company. To contact Zappos support, visit this page or call 1-800-927-7671.
There’s Always Help on Standby
Amazon customer support is always on standby for any questions or issues you may have — whether you’re a Flex driver completing a delivery or a patient customer awaiting the arrival of your package.
You can contact Amazon support through the delivery app, direct phone number, or by email — whichever works best for you. Remember, you should utilize different contact channels depending on the nature problem in order to receive prompt service.
Now you know there’s always an Amazon employee who can lend a helping hand to resolve your problems and get you on your way. Head to Amazon’s FAQ page if you have any additional questions.
Brett Helling is the owner of Ridester.com. He has been a rideshare driver since early 2012, having completed hundreds of trips for companies including Uber, Lyft, and Postmates. In 2014 he acquired Ridester.com to share his experiences with other drivers. His insights are regularly quoted by publications such as Forbes, Vice, CNBC, and more. He is currently working on a book about working in the Gig Economy, expanding his skill set beyond the rideshare niche. Read more about Brett here.