As part of our ongoing Intro to Amazon Flex series, experienced driver Heather Cook dives into the best ways to contact Amazon Flex support when help is needed. For more detailed information about this service, check out our Complete Guide to Amazon Flex.
If you’ve ever had to contact Amazon Flex support, you know it can be less than consistent. Some problems are easily fixed with a quick email or phone call. But resolving more complex issues often result in frustration for both the support agent and the Flexer. This article will go through the fastest ways to contact support and get your issues resolved fast.
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 that 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.
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 pm
- Don’t miss a delivery block
- Always make sure to give up outside the forty-five-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 is 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 them 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.
What’s the fastest way to contact Amazon Flex customer service? How do you get support when you have an issue? Let us know in the comments below!