Amazon Flex Customer Notes Guide 2026: Master Delivery Instructions

1. Why Customer Notes Matter

Customer notes exist because customers know their delivery situations better than any algorithm. They know that their apartment building's main entrance is locked, that their dog will bark at the doorbell, or that packages left at the front door get stolen in their neighborhood.

Following customer notes directly impacts your success metrics. Deliveries completed according to customer preferences result in fewer complaints, fewer "unable to deliver" situations, and better overall ratings. Ignoring notes often leads to problems—packages left in wrong locations, access issues, and customer complaints.

Beyond metrics, respecting customer preferences is simply good service. Customers took the time to provide instructions; honoring those instructions shows professionalism and care. Many drivers find that following notes actually makes deliveries faster by providing the information needed upfront.

Think of customer notes as insider tips. The customer is telling you exactly how to succeed with their delivery. Ignoring this free advice makes your job harder, not easier.

2. Finding Delivery Notes in the App

Customer notes appear in several locations within the Amazon Flex app:

Best Practice: Check notes before leaving your vehicle. Reading notes while walking to a door wastes time. By checking in advance, you know whether to look for a side door, enter a gate code, or avoid ringing the doorbell before you approach.

Some drivers develop a habit of reading the next stop's notes while completing the current delivery's photo step. This mental preparation helps you arrive at each stop already knowing what the customer expects.

3. Common Customer Instructions

Certain instructions appear frequently. Recognizing these common patterns helps you respond quickly:

Location Instructions: "Leave at back door," "Side entrance please," "Put behind planter," "Leave on porch, not steps." These direct you to a specific delivery location.

Access Instructions: "Gate code 1234," "Ring apartment 5B to be buzzed in," "Use call box and press visitor button." These provide access information.

Alert Preferences: "Do not ring bell," "Please knock loudly," "Text when delivered," "No need to knock—camera will notify me."

Safety Information: "Beware of dog," "Watch the step—it's broken," "Careful—icy in winter."

4. Handling Access Codes and Gates

Access codes are among the most critical customer notes. Without them, many deliveries become impossible:

Gate Codes: Usually 4-6 digits. Enter exactly as written, including any pound sign (#) or star (*) that may be required. Some codes require pressing "Enter" or "#" after the numbers.

Building Entry: Apartment buildings may have call boxes. Notes might say "Press 5B and wait to be buzzed" or provide a universal delivery code.

Code Variations: If a code doesn't work, try common variations: with/without # prefix, with/without # suffix, or pressing Enter after the digits. Codes like "1234#" might need to be entered as "#1234" on some systems.

5. Package Placement Preferences

Customers often have strong preferences about where packages should be placed:

Weather Protection: "Under the awning," "In covered area," "Inside storm door if possible." These protect packages from rain or sun.

Visibility Concerns: "Not visible from street," "Behind the bush," "Under the mat." Customers in high-theft areas want packages hidden.

Access Considerations: "Front door not used—back door please," "Garage side door," "Porch around left side." Some homes have unconventional main entrances.

6. Doorbell and Knocking Preferences

Alert preferences are surprisingly important to many customers. Respect these requests:

"Do Not Ring Bell": This is a clear instruction. The customer may have a sleeping baby, anxious dog, night-shift worker, or simply prefers not to be disturbed. Place the package quietly and leave.

"Do Not Knock": Same reasoning as above. Complete the delivery silently. Your delivery photo serves as notification.

"Please Ring/Knock": Some customers want to know immediately when packages arrive. Honor this preference when specified.

Video Doorbell Notes: Many homes now have video doorbells that automatically alert customers. Notes like "camera will notify me" mean you don't need to ring—they'll see the delivery.

7. Special Circumstances Notes

Some customer notes address unusual situations that require special attention:

Mobility/Accessibility: "Elderly resident—please place near door," "Wheelchair user—leave where easily reachable." Show extra consideration for accessibility needs.

Safety Warnings: "Aggressive dog—don't enter yard," "Wasp nest near door—be careful," "Construction—hard hat area." These protect your safety.

Timing Notes: "Not before 3 PM—kids get off bus," "After 10 AM—I work nights." While you can't always control timing, be aware of preferences.

Alternative Recipients: "If not home, leave with unit 12," "Neighbor at 125 can accept." These provide backup delivery options.

8. Interpreting Confusing or Outdated Notes

Not all customer notes are clear or current. Here's how to handle ambiguous situations:

Contradictory Notes: Sometimes notes contradict app instructions. "Leave at front door" in notes but the app shows a locker delivery. When unclear, the package-specific instruction generally takes precedence over address-level notes.

Outdated Information: Notes might reference "blue car in driveway" when no car is present, or "under the mat" when there's no mat. Use the spirit of the instruction—find a similar safe spot.

Unclear Locations: "Leave at the back" could mean back door, back porch, or backyard. Use common sense—the back door is usually the intended location.

9. When Not to Follow Notes

While customer notes should generally be followed, some situations warrant deviation:

Safety Concerns: Never enter a fenced yard with an aggressive dog, regardless of notes. Never enter a customer's home. Don't climb to dangerous locations.

Policy Violations: Some requests violate Amazon policy. "Give package to my 10-year-old" for a signature-required delivery isn't possible. Follow policy over notes in these cases.

Impossible Instructions: "Leave in garage" when the garage is closed and locked isn't possible. Find the best alternative and document it.

10. Documenting Note Compliance

Your delivery photo should reflect that you followed customer notes:

Photo Evidence: If notes say "leave at back door," your photo should show the back door. If notes say "behind the planter," show the package behind the planter. This creates a record of note compliance.

When Deviating: If you can't follow notes exactly, document what you did instead. A photo showing the package in a safe alternative location protects you if questions arise.

Unusual Situations: For unusual note requests you honored, make sure documentation is clear. If notes said "leave inside storm door" and you did, a photo showing the package inside the storm door proves compliance.

11. Impact on Customer Satisfaction

Following customer notes directly correlates with customer satisfaction and your ratings:

Reduced Complaints: Customers who receive packages exactly where and how they requested rarely complain. Notes represent their ideal delivery experience.

Increased Success Rate: Access codes and location instructions prevent "unable to deliver" situations that would otherwise result in returns.

Better Ratings: Satisfied customers leave positive feedback. The small effort of reading and following notes pays dividends in your driver standing.

12. Frequently Asked Questions