If a delivery issue appears in your Amazon Flex standing, read what it says before replying. Was a package reported missing? Could you not complete the delivery? Or did a package you returned fail to show as returned? Each problem needs its own explanation.
Save the message and note the delivery date. If it does not identify the package, ask support for enough detail to check the event. Avoid guessing which stop caused the issue.
A customer says a delivered package is missing
Look back at the delivery details you have: the time, the address instructions and any completion photo. Check where the package was left and whether the instructions called for a different location.
Describe what you can show. A photo outside an apartment door may help confirm where you placed the package. It cannot tell you whether someone moved it afterward. Keep the message factual and avoid accusing the customer of making a false report.
If you contacted support during that delivery, include the case number or message. It can help connect your explanation to something reported at the time.
You could not complete the delivery
Explain what stopped you and what you tried. For a locked building, for example, include the time of the attempt, the access problem and any instructions you received from support. If there was a safety concern, describe it clearly.
“I could not get in” leaves support with very little to check. The useful details are the stop, what prevented access, what you did next and how you recorded the failed attempt in the app.
Keep the delivery status accurate. Marking a package delivered while you still have it creates a second problem to explain.
You returned the package, but the return is missing
Check when and where you returned it, the scans you completed and any confirmation. Amazon’s US Flex FAQ says that failing to return and scan undelivered packages can affect standing and the ability to deliver.
If you dropped the package off but cannot find a return confirmation, say exactly that. Give the station, date and approximate time, and ask for the return to be checked. Being at the station helps explain the sequence, but may not prove that the package was accepted.
Follow the return deadline and steps shown in your app or given by the station. Keep the confirmation when the return is complete.
Put the delivery and return in one short timeline
- When you reached the delivery address.
- What happened at the stop and what you reported.
- How the delivery was recorded in the app.
- When you returned the package and what confirmation you received.
This is especially useful if a package was both undelivered and later returned. Explain both parts so support can see how the package moved from the route back to the station.
Ask for the correction you need
State the entry you want checked and point to the screenshot or message that helps explain it. If you missed a step, explain what happened and how you will complete that step on future routes.
Keep your earlier messages and the replies. If the account has now been deactivated, read the full deactivation email and use the Flex appeal guide. It may list more than the single delivery you are currently checking.
The document checklist can help you prepare the attachments. This article uses US Flex information; the instructions for your country and account take priority.