Defining Reportable Incidents
Amazon maintains standards for driver conduct, and deviations from these expectations constitute a reportable incident. Property damage is a common concern, including incidents where vehicles damage lawns, mailboxes, or landscaping during delivery maneuvers. Reports are also filed for unsafe driving behaviors, such as excessive speeding or reckless operation of the delivery vehicle within a residential area.
Other grounds for complaint involve direct driver conduct, such as inappropriate behavior, verbal abuse, or failing to adhere to specific delivery instructions. Reports of package tampering or theft after a confirmed delivery scan are treated seriously. These categories establish the scope of issues that Amazon’s internal teams investigate and address.
Gathering Essential Information Before Reporting
Before initiating a formal report, collecting specific details is necessary to ensure Amazon can accurately trace the incident back to the responsible party and delivery route. The precise time and date of the incident are paramount, alongside the exact location where the event occurred. If the incident involves a vehicle outside of a specific delivery, noting the license plate number is highly beneficial for identification.
Users should also document the vehicle’s appearance, including its color, model, and any distinguishing markings or numbers visible on the exterior. A brief, objective description of the driver’s appearance can also aid in the internal investigation process. When the issue is tied to a specific delivery, the associated Amazon tracking number or order number becomes the primary link for the investigation. This preparatory step ensures the complaint is anchored with sufficient data for efficient triage.
The Primary Reporting Channel
The most direct and efficient way to report an issue tied to a specific delivery is by utilizing the digital tools within the Amazon website or mobile application. This process links the complaint directly to the order history, which contains all relevant route and driver data. To start, navigate to the “Your Orders” section of the account where the delivery took place.
Once the list of orders appears, locate the specific item associated with the problematic delivery and select it to view the order details. Within the order summary page, look for an option labeled “Problem with Order” or sometimes “Report an Issue.” Selecting this prompt will open a structured menu designed to categorize the nature of the complaint.
The system will prompt the user to select the category that best describes the event, such as “Driver or Delivery Issue.” From there, users must choose a more granular description, like “Driver did not follow instructions” or “Package was damaged upon arrival.” This structured reporting method minimizes ambiguity and ensures the issue is categorized correctly for the review team.
The final step involves submitting the detailed information gathered beforehand, including a written summary of the event. Using this order-specific method automatically provides Amazon with the necessary order number, delivery address, and the precise time the delivery was scanned complete. This immediate linkage to the delivery record makes it the preferred and fastest method for addressing issues like an item being delivered to the wrong address or a package being visibly damaged.
Reporting Non-Order Related Incidents
When an incident occurs that is not directly linked to a package delivery—such as witnessing reckless driving in the neighborhood or general property damage—the “Your Orders” interface is not applicable. In these situations, contact Amazon Customer Service directly using the provided phone number or secure email channels. The user must clearly articulate that the issue involves a safety or conduct matter related to an Amazon-branded vehicle or driver operating in the area.
When speaking with a representative, explicitly request that the report be escalated to a supervisor or a specialized safety team. Standard customer service agents often handle transactional issues, and escalation is necessary to ensure the complaint reaches the teams responsible for driver conduct and fleet management. Submitting the detailed vehicle information and location data collected earlier is particularly important, as there is no order number to anchor the investigation.
The use of a dedicated safety email address, if publicly available, can provide a more direct route for submitting photographic evidence or video documentation of the non-delivery incident. The priority is to ensure the complaint is flagged internally as a non-transactional safety or conduct issue.
Understanding Amazon’s Delivery Network Structure
The resolution path for a reported incident is often influenced by the specific type of driver involved, which is determined by Amazon’s delivery network structure. This structure is primarily divided into two main categories: Delivery Service Partners (DSPs) and Amazon Flex.
DSPs are independent small businesses contracted by Amazon to manage fleets of drivers, typically operating the branded blue vans. Reports filed against a DSP driver are initially routed to the owner of that specific DSP company for review and disciplinary action. Amazon provides the data, but the immediate management and employment decision rests with the contracted business owner. This structure means the investigation may involve a step removed from the corporate environment.
In contrast, Amazon Flex drivers are independent contractors who use their personal vehicles to complete deliveries, often identified by temporary magnetic signage or no branding at all. When a report is filed against a Flex driver, it goes directly to Amazon’s internal contractor management team. Amazon maintains direct control over the Flex platform and the ability to suspend or permanently remove a contractor from making future deliveries. Understanding this distinction helps explain why the communication or follow-up process might vary depending on whether the driver was operating a branded company van or a personal vehicle.
What Happens After You File a Report
Once a report is successfully filed through the appropriate channel, it initiates an internal investigation process within Amazon. The company’s team uses the provided information, including tracking data and vehicle identification, to review the driver’s route history and any relevant in-vehicle camera footage.
Complainants should set realistic expectations regarding follow-up, as direct contact from Amazon is generally low. Unless the incident involves documented property damage requiring a claim, the company will typically not disclose the outcome of the investigation or any resulting disciplinary action taken against the driver. Personnel actions, such as termination or removal from the Flex platform, remain confidential.
For any report, the submission of high-quality documentation, such as photographs or video evidence of the incident, significantly strengthens the case. This material is invaluable to investigators as they work to corroborate the details provided in the written complaint.