Customer experience, tools & support
Explore the tracking, notifications, integrations, and support options that keep your operations and your customers covered.
Your customers’ delivery experience directly affects your brand reputation from the moment a label is created to the moment the parcel arrives at their door. Here is what Amazon Shipping provides for your recipients:
Tracking and notifications
Tracking link |
Every package gets a tracking number and a link to track.amazon.co.uk, showing location updates, estimated delivery dates, and current status. |
SMS and email notifications |
You can enable automated notifications on your customers’ behalf including dispatch alerts and delivery confirmations. These are configured in your Shipper Central account. |
Delivery photo |
Amazon provides photo proof of delivery for most shipments, showing where the package was left. Customers who receive email notifications also get the delivery photo directly in their inbox. |
Branded tracking |
For orders shipped outside Amazon.co.uk, you can include your business logo on all tracking emails, so the customer experience feels on-brand rather than generic. |
Delivery flexibility for your customers
Preferred delivery location |
Customers can specify where they’d like their package left — back door, porch, side gate — through the tracking site. The driver will follow their instructions and photograph the delivery. |
Delivery instructions |
Recipients can provide free-text delivery instructions, access codes, and any other relevant information to help the driver. |
Reschedule delivery |
If a customer misses a delivery or needs a different day, they can reschedule via the tracking site at their convenience. |
Delivery estimate window |
As the driver approaches, customers receive a progressively narrowing delivery estimate — down to a one-hour window on the day of delivery. This means customers aren’t waiting in all day. |
What time does Next-Day Delivery arrive?
Amazon Shipping does not publish a guaranteed delivery time window — deliveries happen throughout the day. However, as the driver approaches, your customer will receive a narrowing delivery estimate in real time, so they know when to expect their parcel.
What if your customer isn’t in?
If no one is home, our driver will attempt to find a safe place to leave the parcel based on the customer’s instructions. If no safe place is available:
- The customer is notified that a delivery was attempted, with guidance on next steps
- The parcel is held at our local delivery station for approximately seven days
- During that time, the customer can contact us to arrange redelivery or collection
- If no action is taken after seven days, the parcel is returned to your warehouse and a Return to Origin Surcharge applies (equal to the original outbound rate)
Additional delivery options
Deliver to Counter |
Customers can choose to collect their parcel from thousands of pickup points across the UK—including newsagents, convenience stores, and similar outlets. See our Speeds and Coverage page for eligibility by postcode. |
One-Time Passcode (OTP) |
For higher-security deliveries, recipients receive a six-digit code by SMS or email on delivery day. The driver enters this code before marking the delivery as complete, confirming the parcel reached the right person. |
Signature on Delivery |
For added peace of mind with valuable or sensitive shipments, you can request a signature from the recipient at the point of delivery. |
Yes. Customers can reschedule delivery via the tracking site if the original delivery date doesn’t suit them.
Start by checking the delivery photo in your Shipper Central account or asking the customer to check the delivery confirmation email, which includes the photo. If the parcel is genuinely missing, you can file a claim.
Yes. For orders shipped outside of Amazon.co.uk, you can include your business logo on all tracking emails. This is configured in your Shipper Central account settings.
You can connect Amazon Shipping to the tools you already use to manage orders and print labels. There are three main ways to do this.
Option 1: Shipper Central — our own dashboard
Shipper Central is Amazon Shipping’s own web-based dashboard, included at no extra charge. It lets you create and print labels, schedule and manage collections, track shipments, view invoices, file claims, and contact our support team. It’s the simplest way to get started—no technical setup required beyond creating your account.
Option 2: Connect a third-party platform you already use
If you manage orders through a platform like ShipStation, Linnworks, or Metapack, you may be able to add Amazon Shipping directly within that platform—so you can print Amazon Shipping labels without logging into Shipper Central separately. Features vary by platform depending on which parts of the Amazon Shipping API each integration has built support for. If a specific feature is important to your business, check with your platform provider before setting up.
The following platforms are confirmed UK-supported:
Platform |
Amazon Shipping features supported |
ShipStation |
Amazon and non-Amazon orders, Next-Day and Two-Day delivery, One-Time Passcode, Signature on Delivery |
Linnworks |
Amazon and non-Amazon orders, Next-Day and Two-Day delivery, custom sender name on tracking, delivery notes |
Metapack |
Amazon and non-Amazon orders, Next-Day and Two-Day delivery, Deliver to Counter, custom sender name on tracking, OTP, Signature on Delivery, Age Verified Delivery |
Veeqo |
Amazon and non-Amazon orders, Next-Day and Two-Day delivery |
Scurri |
Tracking, Deliver to Counter, delivery notes, label customisation |
Intersoft |
Label customisation, delivery notes, One-Time Passcode, Signature on Delivery |
nShift |
Amazon and non-Amazon orders, enterprise features |
Mintsoft |
Amazon and non-Amazon orders, custom sender name on tracking |
Shiptheory |
Standard UK delivery features |
Rithum (formerlyChannelAdvisor) |
Amazon and non-Amazon orders, Next-Day and Two-Day delivery |
Despatch Cloud |
One-Time Passcode, Signature on Delivery |
Contact your platform provider to find out how to add Amazon Shipping and allow at least 48 hours to complete the integration setup before your first collection.
Option 3: Connect directly via API
If you have developer resources and want to connect Amazon Shipping directly to your own order management or warehouse management system, you can do this through our API. Visit our Developer Hub at developer-docs.amazon.com/amazon-shipping to get started.
Check with your platform provider first as integrations are updated regularly. If your platform doesn’t support Amazon Shipping, you can manage labels through Shipper Central directly, or work with a developer to build a direct API connection.
Yes. For example, some businesses manage Amazon orders through Seller Central and website orders through Shipper Central or a third-party platform. You can set up whatever combination works for your operations.
Whether you have a question about your account, need to report a missing parcel, or want to change something about your setup, there are a few ways to get the support you need.
Contacting our support team
Our support team is available 24/7 through Shipper Central—via live chat, email, or callback. They can help with anything from collection schedule changes and label issues to billing queries and account setup.
Lost or damaged parcels
If a parcel goes missing or arrives damaged, you can file a claim through the Claims section in Shipper Central. Full claims guidance (including documentation requirements and what’s not covered) is available in your Shipper Central account once you’re registered.
Here’s what you need to know at a glance:
- Coverage: Up to £25 per package, based on the retail sale price evidenced by a VAT invoice
- Filing window: Within 28 days of the shipment date
- How to file: Through the Claims section in Shipper Central—individually or in bulk
- Resolution time: Most claims are resolved within 24 hours
- Appeals: If denied, you can submit an appeal within seven days with additional evidence
Note: The £25 coverage limit is a standard cap. If you regularly ship items worth more than £25, we recommend arranging separate third-party insurance to cover the difference.
Managing your account
Once you’re up and running, you can manage most day-to-day tasks directly in Shipper Central:
- View and download invoices
- Schedule or amend collections
- Register warehouse closure dates
- Track shipments and view delivery photos
- Update your account and contact details
If you need to make a change that isn’t available in Shipper Central (such as adding a new warehouse or adjusting your integration setup) contact our support team and they’ll walk you through it.
Register online
What you’ll need
• VAT number
• Warehouse address and operating hours
• Estimated average daily volume
• Contact details for billing, warehouse operations, and customer support