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About Text Trace Messages

Amazon will show as the sender of the message, and the name of one of the items in your parcel will appear in the message so you can easily identify which parcel is affected, in case you have several open orders.

The message will look like this: "Hello. Your parcel with iPod... and 2 other item(s) cannot be delivered to the address provided. Please contact the carrier."

You may find in certain cases that the message is very direct and short. We apologise if that's the case. The purpose of the texts is to alert you as soon as we become aware of an event, but for technical reasons, we need to get the message across in a limited number of characters. We hope to be able to send longer texts in the future.

In some cases we'll ask you to contact the carrier in the message we send. You can identify the carrier we used for the delivery of your order in the dispatch confirmation e-mail or by visiting the Your Orders section of Your Account. A list of contact numbers for our carriers is published here: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201910090.

Note:

  • Text Trace messages are only available if you have a UK mobile number.
  • You'll receive a text message between 08:00 and 21:00 in case your delivery encounters a problem.
  • If you selected delivery to an Amazon Locker or Pickup Location, you'll also receive a message when your parcel is ready for collection.
  • It's possible that another customer accidentally mis-typed their number, adding your mobile number when they signed up for Text Trace. Please get in touch with Customer Service using the Contact Us form and we'll take care of this for you. Be sure to save the tracking number mentioned in the text message so we can locate the order.
  • In rare cases our delivery partners can send you a text to provide you with some information that is key to a successful delivery. These are independent from our Text Trace service.

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