📍 GPS Isn’t Working
Go to the ? Help tab in the Amazon Flex app.Select:
GPS not working → I’ve arrived → GPS not working
You should then be able to continue with the delivery.
🏠 The Customer Isn’t Home
Mark the customer as unavailable, then call them through the Amazon Flex app.
Ask whether they have a suitable safe place where they would like the parcel left.
Only leave it somewhere permitted by the app and the customer’s instructions.
🐕 There Is a Loose or Aggressive Dog
Do not approach the property if you feel unsafe.
Mark the stop as unsafe due to a dog, then report it in the team group chat or directly to your manager.
Your safety always comes first.
🚧 The Road Is Closed
Inform your manager as soon as possible. Send clear photographs of the closure to the group chat or directly to your manager so it can be raised with Amazon.
📦 The Customer Wants the Parcel Left Somewhere Else
You may follow the customer’s new delivery instruction, provided the location is suitable and permitted.
Always send the customer a message through the app confirming the new delivery location.
This creates a written record if the delivery is later questioned.
📷 I Delivered the Parcel Without Scanning It
Open the parcel scanning page in the Amazon Flex app
? Help → Manually enter ID
Enter the parcel ID displayed in the app, then continue and complete the delivery.
🔑 The Customer Doesn't Have Their One-Time Password (OTP)
If the customer can't find their One-Time Password, ask them to check:
The Amazon Shopping app under their order tracking.
Their text message from Amazon.
Their email confirmation.
If they still can't locate the code, contact Driver Support through the Amazon Flex app. Driver Support may be able to assist and, where appropriate, mark the parcel as delivered.
Important: Never leave an OTP parcel without authorisation from Driver Support or without the correct OTP being provided.
🔍 The Parcel Is Missing
Check the rest of your parcels carefully. The packaging type may be shown incorrectly—for example, the app may list an envelope when the parcel is actually a box.
If you still cannot find it, mark the parcel as missing in the app. Should you find it later, reattempt the delivery after finishing your route.
📦 I Have a Damaged Parcel
Mark the parcel as damaged in the Amazon Flex app.Then inform your manager through the group chat or direct message and include:
A clear photo of the damage.
The parcel tracking ID.
Do not deliver a parcel that is significantly damaged unless the customer confirms they are happy with the parcel and always inform your manager of this.
☕ Can I Take a Break During My Route?
Amazon routes normally account for a 30-minute break.
You may take additional breaks when genuinely needed, but you should still aim to complete the route within the allocated time.
Repeated or excessive delays that require another driver to provide support may affect payment.
✅ What If I Finish My Route Early?
Always contact your manager before returning or ending your day.
Your manager will confirm whether another driver needs support.
Helping with a rescue can improve the team’s overall performance and may qualify for additional payment, depending on your DSP’s policy.
🔄 I Have Parcels to Return
Return your parcels either:
To the designated debrief driver, whose location will normally be shared in the group chat.
OR
Directly to the delivery station.
Inform your manager and provide a clear breakdown of the returns in the group chat.Example:
C2R – 1 Business Closed, 1 Access Problem
OR
C2R – 1 BC, 1 AP
💬 Still Need Help?
If you're still experiencing issues after following the steps above, contact your Site Manager for further assistance.
If you've found an issue that isn't covered here, let us know below so we can continue improving Lowe Driver Hub.
