Frequently Asked Questions | Amazon Flex UK

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Frequently asked questions about Amazon Flex

Getting Started

To sign up with Amazon Flex in the UK, you will need an iPhone or Android smartphone (and you must be 18 years or older).

You will also need a valid UK driver’s licence, a UK National Insurance Number, and proof of your Right to Work in the UK. For the full list of accepted Right to Work document(s), please visit the Right to Work section of this FAQ page.

If your Right to Work document includes a Sharecode, please upload this in the Amazon Flex app. To upload Sharecodes in the Amazon Flex app, go to Menu > Settings > Personal Information > Right to Work > Edit. Follow the prompts to submit your information. Unfortunately, we are unable to accept Sharecodes provided via email.

Visit our Requirements page and check if you meet the programme requirements.

Amazon Flex is looking for delivery partners who are at least 18 years old with a valid, full UK driving licence and a vehicle. You will need to be entitled to work in the UK and pass a background and criminal record check which includes, but is not limited to, a review of driving licence records. Current Amazon employees are not eligible to be delivery partners.

"Amazon Flex offers these delivery opportunities:

Amazon.co.uk: Pick up packages from an Amazon delivery station and deliver directly to Amazon customers. Delivery blocks are typically 1-5 hours. Amazon.co.uk deliveries are referred to as 'Amazon Logistics' deliveries in the app.

Amazon Fresh: Pick up groceries and/or household items from an Amazon Fresh delivery station and deliver directly to customers. Delivery blocks are typically 1.5-2 hours.

Store Orders: Pick up orders from local Stores (i.e. Morrisons, Co-op) and deliver directly to customers. Delivery blocks are typically 1.5-2 hours."

You will be assigned to a region based on the information you provide about your delivery preferences when signing up in the app. If your delivery preferences have changed to let us know your preferred region or delivery area by emailing us at amazonflex-support@amazon.co.uk. Please note that if the area you would like to deliver in does not have any delivery opportunities, you can join the waiting list to make sure you are informed when we have open spots. You can see all Delivery Areas serviced by Amazon Flex by visiting the 'All Locations' page.

To deliver with Amazon Flex you'll need a commercial insurance policy, often referred to as ‘Hire and Reward’ insurance as well as the minimum legal commercial vehicle insurance as required by law. Commercial insurance is a type of vehicle insurance that is a legal requirement when using your vehicles for business purposes, such as making deliveries with Amazon Flex. You will be asked to submit a valid certificate of insurance document in the app.

While you're free to choose any commercial vehicle insurance provider that may have products suited to your needs, we’ve worked with the companies listed below who offer insurance products suited to the needs of Amazon Flex delivery partners:

• INSHUR provides hourly, monthly and annual policies. For hourly policies, you only pay for the time you're actually delivering with Amazon Flex. Learn more here.

• Zego provides monthly or annual vehicle insurance. Learn more here.

Downloading the App

Account Setup

The Amazon Flex waiting list is designed to ensure that once fully onboarded as a delivery partner, you have plenty of opportunity to be your own boss and to earn extra money on your own schedule. The amount of time you are on the waiting list will vary depending on the demand for delivery partners in your location. Our busiest months tend to be over the summer as well as November and December. During these time periods there are often more opportunities to become a delivery partner. You will receive an email as soon as we are actively onboarding delivery partners in your area.

In addition, the Locations page on the Amazon Flex website is frequently updated to reflect where we are onboarding more delivery partners.

If the Amazon Flex app is telling you that there aren't any delivery openings in your area, try refreshing the app by logging out and logging back in. If you still do not see any locations listed, it means we aren’t currently onboarding delivery partners in your area and you are on the waiting list. We will send you an email when an opportunity is available and you are able to select a site.

If you believe you may have chosen the wrong delivery area when you began your registration, or would like to move to a different area, please email our Support team via the ‘Help’ menu in the app.

Not sure which delivery area to request? You can see all delivery locations serviced by Amazon Flex here.

To create an account with Amazon Flex, you must upload an image of a government issued UK driver’s licence that is:
1. A driver’s licence with your photo, not a learner’s permit. Paper licences without a photo are not sufficient.
2. Current (not expired or invalid), without any hole punches or breaks.

You must possess a physical, government issued driver’s licence (not a photocopy, scan, or screenshot of a license). Your license must also match the information you provided (name, date of birth, licence number) in the app and show that you are at least 18 years old.

When uploading your documents, please make sure the photos are:
• Uploaded in order. The app will prompt you to upload the documents, in some cases you will have to upload the front of the document first, then the back.
• Clear and in focus. Make sure the words on the front and the back of your documents show up clearly in the photo.
If you take a blurry photo, please retake it.
• Not cropped too close to the document. Try to use a dark background and make sure the edges are visible.

If your document photos don’t meet the requirements listed above, they will be rejected.

To create an account with Amazon Flex, you must upload a Right to Work document(s) for self-employment purposes in the app. Accepted Right to Work document(s) include:

• UK or Rep. of Ireland Passport
• UK or a Rep of Ireland Birth or Adoption Certificate
• Settled or Pre-settled Status
• Biometric Residence Permit
• Stamp or visa in a valid passport
• Immigration Status Document
• Certificate of Registration / Naturalisation
• Application Registration Card
• eVisa
• Other (i.e. proof of a pending Right to Work document application, The Crown Dependencies EU Settlement Scheme document or a Frontier Worker permit)

Be sure to enter the correct information in the free form fields when uploading document(s). Wherever possible, copy the information over to the app to avoid mismatched entries (especially when providing share codes, date of birth or expiry dates).

Account Management

In the Amazon Flex app, tap Menu > Help > Contact us > Send an Email to let us know your preferred region or pick-up station. Support will confirm if the change request has been updated. Please note, to have your region or pick-up station updated you must be an active Amazon Flex delivery partner. If you are in the registration or onboarding process and the area requested does not have any delivery opportunities, you'll be added to the waiting list.

If we do confirm back that your delivery area has been updated, be sure to clear your availability in your calendar so that you aren't assigned offers in your old delivery area.

Not sure which region or delivery area to request? Check out our locations page to learn more at https://flex.amazon.co.uk/recruiting-cities.

Our dedicated driver Support is available to answer your questions 24/7. For general questions and/or programme feedback, visit the “Help” tab in the apps main menu to contact our dedicated driver Support team. Alternatively, you can call the Amazon Flex Support Helpline at (+44) 8081 453 757 daily between 07:00 and 19:00 for any questions related to the Amazon Flex programme, the app or any account related concerns.

For payment questions, please report the issue via the “Earnings” tab in the main menu.

If you have questions during your block, you will have access to our on-road driver Support associates via the “Help” tab on the top of your screen. Please note that this specific Support button only appears while you are delivering a block.

Waiting List & Onboarding

Amazon Flex welcomes new delivery partners based on the delivery needs of each area where it operates. Be sure to act fast, as spots are limited and allocated on a first come, first served basis. To complete your registration, download the app and follow the onboarding steps. If the app does not prompt you to start onboarding and invites you to join the waiting list, it means that we have enough delivery partners in your area for now, and we’ll email you when opportunities become available. We recommend that you complete onboarding immediately after you receive an email inviting you to do so, since limited spots are available.

If you are moving and need to change your preferred delivery area, contact Support in the Amazon Flex app through Menu > Help > Contact Us.

Onboarding takes place in the Amazon Flex app. You'll be asked to provide basic information, authorise a background check, and complete other activities that can help prepare you to deliver with Amazon Flex. It’s helpful to have the following items on hand when completing onboarding documents:
• Valid UK driver’s licence
• Banking details, such as your sort code and account number.
• Right to Work document. Visit this link to find out list of accepted Right to Work documents.
• National Insurance number
• Note, once you fully onboard to Amazon Flex you will need an active commercial vehicle insurance policy, often referred to as ‘Hire and Reward’ insurance.

Make sure your information is correct before you submit it. You will not be able to make changes after you submit. We’ll process your information and send you an email when we’re done, or if we need any additional information. Watch this helpful video How to register for Amazon Flex in 5 easy steps.

You need to complete Driver’s Licence verification, Right to Work verification and the in-app background check step. Once you’ve completed these three steps, you will receive an email from our background check provider, called Accurate. The email will come from Accurate (not from Amazon), and the sender email address will be 'customer_service@accurate.com'. Follow the instructions within the 10-day time limit. After 10 days the link will expire and you will not be able to continue your registration. Usually Accurate takes 2-3 days to process your application, but on occasion it can take up to two weeks for the background check to be completed.

Once you have successfully completed background check with Accurate, simply open the app and select a delivery area to start earning £13-17 per hour*. If you do not see any delivery areas listed, it likely means we are not onboarding delivery partners in your area at this time. We will contact you by email when we begin taking on more delivery partners.

Scheduling Delivery Blocks

Deliveries are organised into blocks. The Amazon Flex app will show you offers for available blocks, which you can view and schedule from the Offers page. Blocks include the date, start time, delivery station (such as Amazon.co.uk/Amazon Logistics, Amazon Fresh or Stores), your expected earnings, estimated duration and the required vehicle for that delivery block (standard or large).

Depending on the vehicle that you use to deliver with, as well as the delivery region you are in, you may see large vehicle block offers, in addition to standard delivery blocks. Large vehicle blocks require vehicles with increased boot/back seat space. These blocks will be labelled ‘Large Vehicle’ in the app.

When your block time is approaching, drive to the designated location in the Amazon Flex app to pick up your packages. The app will help you navigate to the destination. You are expected to arrive and check in by your block’s start time. You can swipe up on the pickup location address while in navigation mode for details about access and parking. You can also find helpful check-in information for each type of block in the ‘Help’ tab under the main menu of the Amazon Flex app

Offers are added throughout the day at varying frequency, depending on the orders that customers place. To look for offers that fit your preferred location and time of day, go to the Offers page within the Amazon Flex app. Tap “Filter” in the upper-left corner of the screen, set your filters, and tap “See results.” Tap “Show all other offers” to see all available offers, including those that do not fall within the filters you’ve set. Offer availability may fluctuate and is not guaranteed.

Sometimes plans change. If you think that you'll be late or unavailable for a block you scheduled, go to your Calendar in the Amazon Flex app, tap the day of the scheduled block, click “Forfeit this time” and “Swipe to forfeit.” Your Standing will not be impacted if you cancel at least 45 minutes before the block’s start time or within 5 minutes if you accept a block less than 45 minutes before it begins.

If you know of someone who is able to deliver a block on your behalf, you can substitute the block to them. Your Substitute does not have to be an existing Amazon Flex delivery partner; however, they do need to register as a Substitute and meet certain eligibility requirements in order to deliver. They also need to use the same vehicle type as the block size scheduled. For example, if you scheduled a large vehicle block, your Substitute should arrive at the pick-up location and deliver using a large passenger vehicle. If your substitute arrives for a block with a vehicle that’s a different size than the one you used to accept the block, your substitute will not be able to deliver and you may not get paid for that block.

Please bear in mind that it may take 3-10 days for a Substitute to complete the Amazon Flex registration process. Registration is only needed the first time a Substitute delivers a block.

Please note, you’re still fully responsible for any block(s) delivered by your Substitute, which means your Standing may be affected and you will be responsible for paying your Substitute for their services.

To learn more about substitution, watch the video below.

For more information, check out our block substitution page.

Eligible Large Passenger Vehicles are usually bigger than a car and have a large boot space. Examples include people carriers, some multi-purpose vehicles (MPVs), vans, large 4x4s and sport utility vehicles (SUVs). If your vehicle qualifies as large, you'll see a message on the Vehicle Information page in the app stating 'Your vehicle is a large vehicle and can be used for standard and large routes'. If your vehicle qualifies as large but you are not seeing large vehicle blocks, this likely means that they have not yet launched in your delivery region.

Your Substitute must meet the following requirements:

1. Have a valid, full UK Driving Licence and be aged over 18.
2: Have a valid UK National Insurance number.
3. Have the right to work in the UK for self-employed purposes.
4. Have the relevant commercial vehicle insurance
5. Have a vehicle which meets the Amazon Flex requirements and use the same vehicle type as the block size scheduled.
6. Pass a basic criminal background check.
7. Not have had an Amazon Flex or Amazon account deactivated in the past.

For more information, check out our block substitution page.

Making Deliveries

Amazon Flex maps and navigation are developed specifically for the needs of delivery drivers. This includes features such as alerts with details on how to stay safe during emergencies, instructions for arrival to avoid risky road crossings, highlighted building outlines to easily identify the delivery location, and the ability to see the path to the next stop on the map as you arrive at your current stop for easier parking and departures.

You also have the choice of using your already installed third party mapping apps if you prefer. To do so, instead of tapping ‘Start travel’, tap the external navigation icon in the bottom right-hand corner of the app, displayed as a square with an arrow pointing outwards. You will then be able to access a list of navigation apps that you already have on your phone such as Google Maps or Waze. Simply select the one you want to use and you will be guided to your next stop. Remember to tap back to the Amazon Flex app to complete the delivery once you arrive at your destination.

As an independent contractor, you are free to decide how to best prepare for your block and what to wear.

To help you make successful deliveries, other delivery partners suggest keeping the following items with you:

• Car phone charger, or a portable power bank, so you don't have to continually plug and unplug your phone. Start with your phone fully charged.
• Reflective vest for visibility. You can pick up a high visibility safety vest from any Amazon Logistics or Amazon Fresh station. We recommend wearing a safety vest or other reflective clothing to stay visible. These vests are available at Amazon Logistics and Amazon Fresh stations at no cost to you.
• Slip-resistant, closed-heel, and closed-toe shoes are strongly recommended for your safety when picking up from the delivery station and whilst delivering, to help you stay safe and comfortable.
• Torch in case you are delivering in the dark.
• Water and snacks to stay hydrated and energised.
• Raincoat if there's a chance it might rain, to keep you dry.
• Gloves to keep your hands warm if it's cold.
• Cart to carry heavy packages.

Consider taking the following measures to help ensure your vehicle is ready to go:
• Start with a full tank of fuel.
• Check vehicle fluid levels and tyre pressure.
• Empty your vehicle of rubbish or other unneeded items, so you can fit packages.

While you have the option to bring passengers (including persons or pets), pickups and deliveries may take you away from your vehicle for long periods of time. This policy excludes service animals and are allowed at all times. If you decide to bring passengers, Amazon expects that you will comply with the following:

• Passengers will need to remain in your vehicle at all times at Amazon stations, unless escorted by a station employee for use of basic welfare facilities. At grocery or retail merchant locations, passengers are not allowed in restricted Amazon Flex areas.
• Your vehicle must have enough space to safely accommodate all packages assigned to your route and any passengers.
• Passengers may not perform or assist with your delivery services, including interacting with customers.
• Passengers may not drive the vehicle while you’re delivering with Amazon Flex.

Non-compliance with this policy may affect your eligibility to participate in the Amazon Flex program.

Safety

Earnings

Earnings estimates are based on delivering a number of packages across an estimated length of time (referred to as a block), completed while driving a standard motorised vehicle. When you schedule a delivery block, you’ll know the estimated duration and how much you can earn before your delivery block begins.

Should Amazon Flex introduce blocks eligible to be delivered using scooters or other alternative modes of transportation, different rates may apply. We aim to ensure that the number of packages you are assigned to deliver within your block are realistic and can be completed within the block length duration. We take into account the number of unique locations, the distance of travel required, the vehicle type, congestion and the primary requirement to drive safely. However, the actual time taken per delivery may vary (as it may occasionally take less or more time than expected) so the earnings per hour may vary.

"You are paid on Wednesday for all deliveries made during the previous seven days.

Your payment will be sent to you by direct deposit to the account connected to your Amazon Flex account. Once the payment is initiated, you will receive a remittance email. Most delivery partners see payment in their bank account within 2 hours after receiving this email. Usually, funds are available the same day, but some banks can take up to five (5) business days to credit your bank account. Occasionally, payment can take longer, such as if the transfer is made outside of normal working hours, or because of a bank holiday or a station closure."

Amazon Flex Deals & Discounts

As an Amazon Flex delivery partner, you are invited to redeem deals & discounts through Onsi. Onsi enables you to access free fuel discounts and other exclusive deals that revolve around your on-the-go lifestyle. With Onsi, you can save on fuel costs from major providers such as Morrisons Petrol and Shell. Onsi also offers deals on a variety of categories including popular supermarket stores, shopping retailers, plus many more! With discounts on big-name brands, you can keep costs down and drive closer towards your goals. All delivery partners who have completed onboarding are eligible to sign up to Onsi.

In addition to Onsi deals and discounts, Amazon Flex delivery partners can also enjoy the benefits of a full bp pulse subscription and save on average 20%* off bp pulse contactless electric vehicle charging rates electric vehicle charging rates. You can also get 50%** off a hot beverage at participating Wild Bean Cafés.”

Once you complete onboarding as an Amazon Flex delivery partner, you will receive an email from Amazon Flex with your offer code to access exclusive bp pulse discounts. You can use the exclusive offer code in the email from Amazon Flex to set up your bp pulse account in the bp pulse app. Download the bp pulse app.

This code is to set up and activate your account in the bp pulse app. You will only need to enter this code into the bp pulse app once when you first sign up. Your account will then be verified for future use. Note, your offer code is unique to you and valid for one-time use during sign-up and set up of your account. Do not share your offer code with other people.

London - Ultra Low Emissions Zone (ULEZ)

The Ultra Low Emissions Zone (ULEZ) is enforced based on the emissions of a vehicle, rather than the age of the vehicle.

For the most part, this includes petrol cars first registered after 2005, although cars that meet the emissions standards have been available since 2001.

Diesel cars that meet the emissions standards are generally those first registered after September 2015.

To check whether your vehicle is compliant or exempt from the ULEZ charge:

1. Visit the Transport for London’s Vehicle checker: https://tfl.gov.uk/modes/driving/ check-your-vehicle/

2. Enter your vehicle’s number plate.

3. Choose the country of your vehicle’s registration.

4. Press ‘Find Vehicle’

5. You will be presented with a page to confirm your vehicle details. Press ‘Confirm Vehicle’ to continue or ‘Change Vehicle’ if required.

6. You will then be shown which, if any, charges apply to your vehicle.

There is a chance that if your vehicle is registered outside of the UK, Transport for London may list it as not being ULEZ compliant without having all of the details. If this is the case, you can register your vehicle with the Euro Parking Collection (EPC) here https://epcplc.com/clients/tfl/lez /application, to see if your vehicle meets the ULEZ standards.

The best way to pay the ULEZ charge is to set-up an Auto Pay option which will bill you automatically for the number of days you travel within the ULEZ area. Auto Pay also gives you the benefit of protection against Penalty Charge Notices. Visit the Transport for London website to learn more. You can also pay for the previous day, or dates in the future via the TfL website, as long as you know your vehicle’s number plate.

Glasgow Low Emission Zone (LEZ)

Since 1 June 2023, Glasgow City Council implemented a Low Emission Zone (LEZ) across the Glasgow city centre area.
A 'Low Emission Zone' is an area where action is taken to improve air quality by discouraging the most polluting vehicles from entering. No vehicle is banned in the zone, but those driving vehicles which do not meet certain emission standards will have to pay a daily charge if they travel within the area.

As an independent contractor, delivering with Amazon Flex, you are responsible for your own expenses and the costs you incur while making deliveries with Amazon Flex. You will not be reimbursed for charges received for entering the LEZ (Low Emission Zone).

For more information on Glasgow’s Low Emission Zone, and to check if your vehicle meets the eligibility criteria, visit the Glasgow City Council website. You can also visit the Resource Portal via the main menu of the Amazon Flex app to learn more. Simply tap Resource Portal > Earnings & Taxes, and look for the relevant question.

Policies

Let's go places.

Download the Amazon Flex app

Onboarding questions?

(+44) 0808 145 3757 (Available daily between 07:00 – 19:00)

amazonflex-support@amazon.co.uk

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