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 to expect a certain lack of consistency. Many problems are easily fixed with just a quick email or phone call. Resolving more complex issues usually results in frustration for the support agent and Flexer. Anything else can just be considered moot, or undeliverable.
What you may not know, is that some of these support agents work directly from their home. You may occasionally speak to or email someone at a call center but that’s becoming more of a rarity. What’s becoming more common is the sound of children babbling in the background, or maybe even the toilet flushing while you are trying to figure out what to do about an address that doesn’t exist. Yes, those scenarios have happened.
When needing to contact support outside of route issues, your main source is through email. In many cases, your first contact with support will result in a canned response. Your second, third, fourth, and fifth time emailing support will likely give you the same. In cases like this, you have to stick to your guns and keep emailing until you are lucky enough to find a support agent that actually reads your entire email.
Canned responses are among the most frustrating part of dealing with Amazon Flex support, especially in regards to Complaint emails. Every Flexer dreads seeing one of those “package not received” emails. We know we delivered the package. We took the picture. What more can we do?
Unfortunately, without further information such as which package wasn’t received, there’s not really any way to appeal a “Package not received” complaint. Porch pirates are part of the job and during the holiday shopping season, the issue only gets worse. You do 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 about having too many returns.
Your 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. Providing dates, times, and a detailed description of the issue will help in removing a bad mark against your account.
There are many different reasons you can be deactivated from the Amazon Flex program. Your first defense against deactivation is to take every precaution necessary to prevent getting deactivation. Don’t transfer packages, don’t perform questionable deliveries, don’t deliver after 9pm, don’t miss a block, and always make sure to forfeit outside the forty-five minute window. As long as you do your best to keep your nose clean, deactivation should not be a worry for you.
Occasionally, you may find yourself in a position of being deactivated and you have no idea why. With deactivations, they usually run a few weeks behind the termination-related incident. The email you receive is vague and it leaves you questioning what it is you may have done. Your best course of action is to reply asking for information related to the grounds they used to terminate your contract. It is imperative that you remain business-like and logical when dealing with deactivation.
Again, it is important to document any and all issues you may have while delivering. Keep a book documenting where each route took place. It’s not feasible to document every single delivery but if you know from experience the areas where packages go missing, you can make better decisions regarding if a package is safe to deliver unattended.
If you have been deactivated and received a reason behind their determination, your next course of action is to fill out an appeal. Appealing deactivation can be a lengthy and sometimes fruitless process, other times it is managed quickly and your good record keeping is your best defense against deactivation. A strong case against deactivation is made up of dates and accurate information regarding all issues that take place while making deliveries.
Sometimes, you can do all that you can to appeal deactivation but the decision will remain unchanged. If this is the case, it’s probably likely that you know why you’ve been deactivated but are unwilling to admit fault.
Calling from the App
While making deliveries, telephone support is absolutely necessary but not always helpful. You do have to keep in mind that when calling support, the agent can see your location in real-time and they know which delivery you have just made or are attempting to make. They may ask for a TBA number or ask if you’re calling about a specific delivery.
The agent’s ability to see your location in real-time can be helpful at times but also a hindrance. 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 just advise you to mark the package undeliverable and return it to the DC.
Support agents 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 manages this problem. Many times the reason this occurs is that the DC did not scan the package once it arrived to their facility. Support agents can also mark a package delivered if your app glitched and returned you to a delivery you’ve already made.
If you’re at a gated or secured facility, support can supply you with an access code provided from previous deliveries to the location. Other times you may not have such luck and have to mark the package undeliverable.
Many issues regarding locating or communicating with the customer are the same functions that you can perform yourself from the app. In some cases, you have the ability to text a customer from your personal phone. This is something support cannot do. On most delivery labels, a customer’s phone number is printed just below the first barcode and above the QR codes.
The direct number for Amazon Flex Support is (877)212-6150 or (888)281-6901. It is advisable to save these numbers in your contacts. You will need these numbers for issues you might encounter when you do not have access to calling support from the app. Also, these phone numbers usually result in more knowledgeable support agents.
If you need to contact support for issues not package delivery related, email is the method Amazon asks you to use first. In fact, several months ago Amazon sent emails to all of their Flex contractors stating that phone contact is only for delivery related issues and all other issues need to be dealt with via email. Amazon seems to have backed off on this matter and Flexers can call support for any reason pertaining to the Flex program.
What is the fastest way to contact Amazon Flex customer service? How do you get support when you have an issue? Can Amazon improve the Flex support to help drivers? Let us know in the comments below!