Hi r/Amazon! I recently purchased a notebook, it wasn't from Amazon but from a seller on Amazon. I got the confirmation email, and the money came out of my bank account so I assumed everything was normal. I usually use the app, and when I went to the "orders" tab, it wasn't showing up. I then went to my browser and it showed up when I went that route. It was fine for a few days, but now it's not showing up in my browser either! It's like there's no trace of me ordering it on Amazon, just in my email and bank account.

Am I looking in the wrong place or something? Should I contact amazon??

Anyone ever experience this? It's been elevated twice now at Amazon customer service.

My Amazon orders for the last five days are missing from my history. They have either arrived or are still coming this week based on email alerts but don't exist under order history. If one trys to track package the order doesn't exist. Credit card has been charged for each order. Very weird (checked archived orders and not there until n case someone asks). Even weirder for one downloadable software order made yesterday the order status doesn't exist but the receipt does. Thanks!

I while ago I had ordered a $100 tool and got it when the tracking info said it arrived. Then a week or two later there was a box by my door that had the exact same thing in it, with a different tracking number which I thought was odd but I could use more of them anyways. Then this week I got a package notice from Canada post, and when I picked it up it was the exact same tool. What's going on? I'm pretty sure it's not a subscription something as the order doesn't mention subscriptions anywhere and I don't seem to be billed for it every time.

The first rep hung on me.

Second rep kept saying, "I don't know," as if that was a perfectly satisfactory answer.

I referred her to my last three orders, as well as my most recent order. They all had the Prime check mark. And when I went to choose delivery options, it said that it took 5 days regardless of whether I had Prime or not. Again, the rep said, "I don't know."

And I guess she thought I'd say, "Great, thanks for the peace of mind," and end the call.

But instead, I asked, "Can you find out?" And she said she had to get her supervisor.

So the supervisor comes on, and she barely speaks English. She kept repeating that Prime shipping "depends on the item." Among my last four orders, which all had the Prime check mark and shipped from Amazon, was a magnesium supplement that I'd ordered every month for the past two years. It used to arrive in one or two days tops. Now it's taking 5 days, like everything else. And again, she repeats, "It depends on the item."

So I asked, "Then what item can I get in 2 days?"

She said that Prime only promises "2 day delivery," from the shipping day, and now it takes 3 extra days to process orders before they ship out. So I told her that it didn't take 3 days before, and she went back to saying, "It depends on the item."

After going in circles for 15 minutes, she asked if I wanted to be transferred to another department. I said, "I thought this was the department that could help me." And she says, "No." I asked her to transfer me, and then she goes, "Is there anything else I could help you with?" I declined.

And then she said, "Have a nice day," and she hung up without transferring me.

Been a "good" customer of Amazon for years ... tend to do a lot of Prime ordering when in the US for a month or two every year. A smattering during the rest of the year. Etc, etc. I've purchased laptops, TVs, camera gear, etc.

The odd time I've run into issues, I've tended to like using the "live chat" support option as it allows me to do other things while apparently getting support. However lately I've found that the operators seem to be lacking in .... what can only be called basic human intelligence.

I'm sure that others who have encountered the same thing know what I'm talking about and don't require elaboration. The thing is that I can't remember it always being this way. Like ... there's bad customer support ... but it's reached the point of badness whereby it almost feels deliberate ... like the CSAs have gone renegade and are actively trying to troll the customers by being as unhelpful as possible.

Anybody else noticed the same thing? Is there an explanation for what's going on? Or has Amazon simply make a business decision that customer service is no longer a part of its business model so it offshores it all to the lowest common denominator and hopes that most customers won't care or will keep buying?

My packages haven’t been coming on time the last few times. I’m considering cancelling my prime subscription. Anyone else experiencing the same?

They were ordered at different times. One of them's about 3 days late now and the one I ordered yesterday was supposed to be here today. Now says it's delayed another day. This one has no tracking whatsoever.

More than that, if you request help on an item like a kindle, despite having to make the support request from the order for that exact item, you will have to give your customer service agent the order number, only to have them discover after a few minutes that you should be talking to a kindle rep, who you get transferred to and then they promptly ask for your order number yet again...

This isn't a question as much as it is a whine, but its fucking irritating, and inexcusable that amazons customer service software is so badly setup that it can't connect you to the proper department or even inform the rep what order number you requested help about...

Apparently you can have a specialized problem, which requires a transfer to yet another rep, who still will not know your order number... this is spectacularly dumb.

Transcript of chat session:

Me: My kindle I got for christmas was defective, I ordered a replacement a while ago but it never showed up. Went to check on it and it says return recieved which is odd since I never got it and certainly didn't send one back.

You are now connected to Maribeth from Amazon.com

Me: Hello

Maribeth: Hello, my name is Maribeth. I'm here to help you today. Thank you for being a Prime member.

Me: Hi Maribeth

Maribeth: I'm sorry that you received a defective item. No worries, let me check on this for you and see what I can do to hlp.

To check on this for you, can you please provide your order number?

Me: order number

Thanks

Maribeth: Thank you for the information.

Upon checking here that it is a kindle item, no worries, to help you with this I will transfer you to our special team to assist you better with this. Thank you, u/prettytarable.

A Customer Service Associate will be with you in a moment.

You are now connected to Venkata from Amazon.com

Venkata: Hello Tara , my name is Venkata. Please give me a moment to review the previous correspondence.

Me: No worries

Thanks for helping

Venkata: May I know if you're referring to " Helen's Kindle " ?

Me: No

Who's is that?

Venkata: Sorry for that u/prettytarable 's Kindle***

Could you please help me with the order ID for replacement ?

Me: That should ge it

order number

Venkata: Thank you for the information.

Could you please give me a minute to look into this and help accordingly ?

Me: No problem

Venkata: Thank you for your time.

There is a separate team expertized handling this issue please stay connected while I transfer the chat to them .

A Customer Service Associate will be with you in a moment.

You are now connected to Imkongrenla from Amazon.com

Me: Ok I don't mean to get cranky, but this is my third transfer

Imkongrenla: Hello, my name is Imkongrenla. Please give me a moment to review the previous correspondence.

I'm sorry to keep you waiting. It'll just be a moment longer.

Me: No worries

Imkongrenla: Let me connect you to a member of our kindle team. It will only take a moment.

A Customer Service Associate will be with you in a moment.

I've been an Amazon customer since 1997. Customer service has always been excellent with little wait times. Last month I exchanged an item and returned the original one. A few days ago I got an email that I will be charged for not returning it. I go to online chat and was told that I won't be charged. A few days pass and I was still charged, even though I was told I would not be.

Now I try to connect to chat again. The AI chat thing keeps saying the issue has already been resolved. I keep trying to connect to a chat representative and the screen just says "connecting you to an associate..." for over 20min. Wtf? So I try to call and it says the hold time is 30min+. Wtf?? I used to connect to a human instantly!

Ordered a Galaxy A16 two days ago (5/27) that had prime 2 day delivery on the product page. Today is two days later, and the phone is not delivered. So I go and spend 20 minutes trying to find Amazon's customer service number. Finally got them to call me, which they did immediately. I had to answer questions from some AI prompt menu, then listen to elevator music for 15 minutes.

Finally I get a person. Something unintelligible in a Mumbai India accent. I explained the situation to him. He asked what the ETA was during product checkout. I'm like, I don't FN know, I didn't see anything like that upon checkout. He said that it was originally scheduled for the 9th. And AGAIN I reiterated the PRIME TWO DAY DELIVERY that was on the product page. He starts going on about what if it's not near me, and I basically said something like THAT'S AMAZON'S LOGISTICAL PROBLEM, NOT MINE. Ya'll promised 2 day PRIME delivery on the product page, I'm a Prime member, and that's what I expected. So, you can either send me the exact same phone, OVERNIGHT, or I'll cancel my Prime membership over this.

Now I get that Amazon will pull "the 2 days after it ships" BS, but this is ridiculous. They're unable to put a phone that's in a box, into another slightly bigger box, and affix a label to it in less than 9 days? You might also note underneath the red box, where it states the delivery date if you order it before a certain amount of time shown on a count down clock. Note how it is two days from today's date...

How is this not false advertising?

Final update: They shipped it on June 1st, and it just got here today (June 5th)... They sent it the slowest way possible (USPS Parcel Select), and from their farthest warehouse (TALLAHASSEE, FL) from me (I'm in MN). So they didn't even get it here in the required "two day" Prime shipping that they advertised for this product...

This thread is a place for Amazon questions and general discussion. This is also the only place you may ask individual questions about delivery, shipping, returns, and account issues.

If you want to complain about something, please use the Meltdown Monday thread instead.

Make a top-level comment if you want to ask a question or start a discussion! Also, please don't downvote questions!

A big thank you to the many people who take time to answer other people's questions!

For past help threads, please search the Weekly Archive.

PSA: Amazon is experiencing an outage right now. It started about 45 minutes ago. In many cases, your order history may say "There's a problem displaying the details for this order right now", your cart may be empty, and other nonsense.

That's what you get for not letting those tech workers work from home!

Ever since Amazon got rid of order report functionality last year, I’ve been trying to find an easy way to export my order history. As it turns out, Amazon actually still offers a way to do this using their “Request My Data” tool, though it’s buried deep within their help pages.

Here’s the direct link to access: https://www.amazon.com/hz/privacy-central/data-requests/preview.html

There actually a number of different data sets you can download, most notably:

• Your Orders

• Search History

• Advertising

• Amazon Photos and Drive

• Prime Video

• Customer Support Communication

Unfortunately, the process to access the data requires a few steps – you submit a request, then have to confirm it by clicking a link sent to your email. You will then receive a link a few hours later to download the requested data.

I’ve only tried requesting order information thus far, but am pleasantly surprised with the robustness of the data. Here's a link to a high level summary I put together showing the full set of reports and fields Amazon provides when you request your order data

There are obviously a ton of things you can look at in this data, though wanted to highlight a few based on common questions I see on this subreddit

• Returns Tracking – a lot of folks have reported issues with not knowing the tracking numbers for returns (e.g., if they are dropped off at UPS via QR code). The “Return Requests” file lists the tracking number for all returns you’ve requested

• Return Reimbursement – the return reports also provide a comprehensive list of refunds from Amazon. You should be able to compare this information to your return requests to make sure that there aren’t any items that you sent back but haven’t been refunded for (I’ve already identified a few in my data!)

• Prime Subscription Tracking – transactions related to your Prime subscription are in the “digital order” reports, which may be worth checking to ensure you aren’t being double charged for Prime, etc.

Hopefully others find this as helpful as I did (and apologies if this was common knowledge already!)

I've been an amazon customer for years and never really had issues until now. For context I've ordered plenty of small and a few expensive items before, so I didn't think twice about placing another order with them for an expensive item.

So I've had an issue over the last few days with amazon. Bought a computer from them (huge mistake) for nearly £1,000 that was meant to arrive on the 23rd. On the day of delivery, the driver asked for the code, gave us two tiny boxes with random other orders, and drove off even after we told him the order was definitely wrong, the driver then lied on his delivery claiming he gave us the computer.

I messaged amazon, sent photographic proof of the wrong order, and was told I had to return the £10 bath bars they sent wrongly to get refunded the money they had taken from me. They claimed it would take 2 weeks for the item to be returned to them, and 30+ days to process a refund. I then called up and was told the item would definitely arrive by the 25th, and if not I wouldn't need to return the random wrong order and could throw it away and would get a refund within the week. I was also told amazon had no way of tracking the item as it was sent by a 3rd party (I emailed said 3rd party, they sent me proof that it was distributed by amazon...)

Fast forward to the 25th - no package. First I was told I wasn't due a refund, then I was told an investigation had to be raised (by the same agent) and not to contact them for 72 hours and to await a resolution.

I call today, and I'm told the investigation isn't complete after over 72 hours and I'll be contacted shortly. (I wasn't.) I then went back to chat, to be told by two chat people that because I gave the delivery driver the delivery code, I wasn't due a refund even if I can prove they never delivered the item, both then ended the chat before I could ask any further questions. One tried to accuse me of lying, by saying "why would you give them the code if they didn't have an item?!" To which I explained I had 3 items coming, and he had a small box in his hand, and I assumed there were other boxes, because thats how amazon has always delivered to me before. One then sent an email saying that if I want a refund, I have to send back the item that I never received...

At last I got through on the phone, and after 30 minutes on hold the agent asked sensible questions that nobody else bothered to ask, like "whats the QA code on the wrong order box?" The moment I gave her it, she immediately knew I'd been given the wrong item as it didn't match any order on my account. She said I'd definitely be due a refund within 5-7 days, they'd email me confirming it (they didn't despite being helpful which makes me insanely nervous) and to check back by the coming saturday if I have no refund.

How on earth can I trust anything any of them have said though, when I have a whole bunch of emails saying different things from different agents, even within minutes of each other? The people on the calls are 100% more friendly and understanding than the people on the live chat by far, the people on live chat genuinely don't seem to understand whats being said, are outright aggressive, disconnect chats and just seem to read from a script.

If I don't have the refund by saturday I'm going to have to do a chargeback as it's quite literally theft on amazons part to swap out an item for a wildly different one, then refuse to refund me for the item I paid for. I don't think I'll ever buy an expensive item from amazon again, or frankly any item from them again if I have to file for a chargeback. I work in customer service myself, and this has honestly been the most frustrating and disgusting service I've ever witnessed. I'm genuinely tempted to take it further than just a chargeback honestly.

Has anyone else had recent experiences like this?

I was tossed around to five different associates just to reach the resolution I was promised by the first associate. Not to mention one of them was speaking in an entirely different language. I almost thought I was being punked lol.

Somewhat in the vein of data hoarding - for those of you who keep track of what you order, Amazon will be removing the Order History Reports in March 20, 2023.

This report allows you to download a csv file with all of your order history information and is useful for things such as insurance purposes. The furthest back you can go for data was January 1st, 2006.

If you’ve never used the report before, refer to this help page.

• Edited to clarify that it’s only the CSV report that’s going away. Your order history will still be available in the web interface. It’ll just be much harder to export the information.