What is the Amazon Counter Service?

The Amazon Hub Counter Service allows your location to offer customers a new way to receive their orders. Here you’ll learn how to use the App, how to get support and how to provide a best-in-class service to your customers. This platform in also valid for web app users.

Content overview

Key Takeaways

  1. Show the driver the displayed QR code on your counter device
  2. Keep your opening hours up to date so customers and drivers know when to visit.
  3. Make sure your device is charged, connected to Wi-Fi and always in your reach.

How the service works

Driver Delivery

Customers will select your location for pick up at checkout then a driver will deliver those packages to your location. When driver arrives show the QR code. The driver will scan the packages. The customer will have 7 days to pick up the package.

What do I do once I receive a package? Please test the following steps listed below on the Amazon App:

  1. Select “Driver delivery” from the home screen and choose Amazon.
  2. Please show the driver the displayed QR code.
  3. The driver will scan the QR code and hand you the packages.
  4. Store packages in a secure and organized place to ensure easy retrieval when the customer arrives.

What if I am busy?

  1. The driver can only wait for a limited time for you to show the QR code.
  2. The driver needs to scan the QR code before handing you the packages. Please, do not ignore the driver and try to retrive the QR code as fast as possible.

What if there is a scan issue?

  1. The driver might encounter issues when scanning the QR code.
  2. Please show the driver the 6-digit numeric code above the QR code.

Customer Pickup

An Amazon customer will arrive at the store to pick up or retrieve their package(s). The customer will show a notification, which includes 1) a barcode and 2) a 6-digit numeric code. You need to scan the barcode, find the package and scan the package before handing it to the customer. You need to scan each customer pickup code AND package. This will delete the package from your inventory and responsibility.

What do I do? Please test the following steps on the Amazon app below:

  1. Select “Customer pickup” from the home screen.
  2. Scan the customer pickup barcode. Now information about the package appears.
  3. Retrieve the available packages for the customer as shown in the list and select “Scan packages”.
  4. Scan all of the packages by placing each package label in the frame. Click on the scan frame again.
  5. Now hand all the packages to the customer.

What if I have scan issues?

  1. Select “Customer pickup” in the home screen.
  2. Click on “Enter Code” to enter the 6-digit pickup code instead of scanning the barcode. Please click on the screen.
  3. Click on the size description of the package (e.g. “small size”) instead of the scanframe.
  4. Now click on “Can’t scan”.
  5. You can enter the package tracking ID manually. Now “Done” appears and you hand all the packages to the customer.
  6. If issues remain, please check whether your phone is connected to the network (not on airplane mode), click on the flash-symbol if the environment is too dark and double check the scanned codes. If this does not work, please contact support as outlined below (“How to get support”).

What if the package is missing or the customer does not want the package?

  1. Follow the regular procedure for costumer pickup.
  2. Now click on the displayed package size (e.g. “small size”).
  3. You can choose to “unable to find” or “reject”.

«IMPORTANT: The following section does not apply to MX, SA, UAE»

Driver Pickup If customers do not pickup their package within 7 days, the package expires. Then you need to request driver pickup. You need to scan packages for driver pickup. Otherwise the App will block you from other tasks.A delivery driver will arrive at the retail store location to pick up packages. You do not need to scan upon driver arrival - just hand the packages to the driver.

What do I do? Please test the following steps on the Amazon app below:

  1. If packages expire, a notification will appear on the main screen.
  2. Click on the notification and scan the packages. You need to scan the expired packages within 2 hours after the notification appears.Now wait until a driver arrives (usually 1-2 days).
  3. If a driver arrives, select “Driver pickup” from the home screen. Find the packages named on the list and hand them to the driver.

What if the package is missing?

  1. Tap on the reminder to scan in expired packages (customer abandoned packages).
  2. Select the package that is missing below and click on the package.
  3. Click on ‘Unable to find’.
  4. Confirm that you cannot find the package by clicking on ‘Okay’.

How to get support

To support the in-store operation of Amazon Hub Counter, Amazon has a Store Support Line to assist you with Application, Device and Delivery issues.

  1. If you click on ‘?’ Amazon help is provided
  2. The screen will display helpful advice and explanations on the services.
  3. Scroll through the Q&As to learn more
  4. If you did not find adequate support, you can request a service call. Click on “Contact support”.
  5. Enter your phone number and click on ‘Call me now’.

How to check expected deliveries

  1. Click on the icon on the top left on the menu.
  2. If you click on ‘Inventory’, you can see the current amount of packages in your store
  3. Click on ‘Sync’ to update the status of the current packages.
  4. If you want to see the tracking ID, you can click on the name of the customer. The tracking ID as well as the package ID is displayed.

FAQs – Frequently asked questions

I forgot my username and password, what do I do? Please contact Amazon support, by clicking on the ‘?’ (upper right), scroll down to the end of the help page and request support.

What if the carrier is attempting to deliver a package that appears damaged? If possible, do not scan in the damaged package and reject it by giving it back to the driver. The driver will return the package to the depot and the customer will receive a refund.

Do I need to check customer ID? No, customers only need to present their pickup code to collect their packages.

What should I do if a customer does not have a pickup notification? If the customer cannot find their pickup notification offer the following tips: Check email: The pickup code will be in an email from “Delivery notifications”. Get support: Have the customer reach out to customer service by selecting Contact Us on the Amazon website or Amazon mobile app. An Amazon customer service representative can resend the pickup code when the customer can verify their account.

What if the device is lost, stolen or broken? Please contact your Amazon Hub Counter contact person for the program.

What if the app isn’t working? Please contact Amazon support, by clicking on the ‘?’ (upper right), scroll down to the end of the help page and request support.

What if I have expired packages waiting for the carrier to pick up for several days? Packages will expire after 7 days, please allow a couple days for the driver to pick up. Please contact Amazon support, by clicking on the ‘?’ (upper right), scroll down at the end of the help page if a package is not picked up within 3 days

What if I have expired packages waiting for the carrier to pick up, but the customer arrives to pickup the package? Please follow the regular process for customer pickup as outlined above.