Amazon Flex Returns and Rescans Guide 2026: Handle Problem Packages

1. Understanding Returns

Returns are packages that cannot be delivered and must be brought back to the delivery station. While Amazon wants all packages delivered, they understand legitimate obstacles exist. Proper handling of unavoidable returns protects both customer service and your standing.

Every return triggers a rescan process where the package re-enters Amazon's system for another delivery attempt. Understanding this workflow helps you appreciate why proper return procedures matter—they ensure packages reach customers on subsequent attempts.

Returns are different from failed delivery attempts where you leave packages in secure locations. Returns mean physically bringing packages back because delivery was impossible, not just challenging.

2. Valid Return Reasons

Access issues create legitimate return scenarios. Gated communities without access codes, locked apartment buildings without working call boxes, or construction blocking addresses all prevent delivery. Document the obstacle and return the package.

Customer availability matters for signature-required items. After appropriate attempt efforts, packages requiring signatures to absent customers must return. Standard packages can usually find safe placement, but signature items have stricter requirements.

Address problems including non-existent addresses, demolished buildings, or obviously incorrect locations require returns. When GPS leads to empty lots or wrong locations, returning prevents misdelivery to incorrect recipients.

Safety concerns always justify returns. Dangerous situations—aggressive animals, threatening individuals, or hazardous conditions—warrant immediate departure without delivery. Your safety supersedes any single package.

3. Proper Return Process

Use the app's "Unable to deliver" workflow when delivery fails. Select the appropriate reason from provided options. This documentation becomes part of the package record and supports your decision if questions arise.

Take photos when relevant—blocked gates, missing buildings, or inaccessible locations. Visual evidence supports your return reason more effectively than written descriptions alone.

Return packages to the originating station, not just any convenient Amazon location. The station has systems prepared to process your route's returns. Follow any station-specific procedures for drop-off.

Ensure station staff properly receive and scan returned packages. Don't simply leave packages; confirm handoff completion. This verification protects you from "missing package" issues later.

4. How Rescans Work

Rescans process returned packages back into Amazon's delivery system. Station staff scan each returned item, updating the package status and preparing it for another delivery attempt.

Rescanned packages typically attempt delivery again within 24-48 hours. The customer may receive updated delivery estimates based on the new attempt schedule. High-priority items may be expedited.

Multiple failed attempts eventually result in package return to the seller. Amazon limits delivery attempts before considering packages undeliverable. Your individual returns contribute to this cumulative count.

5. Standing Impact

Amazon evaluates return patterns rather than individual instances. Occasional returns with valid reasons don't typically impact standing. Patterns of excessive returns, especially with weak justifications, may trigger review.

Proper documentation protects you during reviews. When your return reasons are valid and well-documented, Amazon's review process generally supports your decisions. Poor documentation makes defending returns difficult.

Compare your return rates to delivery completion rates. A high ratio of returns to successful deliveries raises flags regardless of individual justifications. Focus on maximizing successful deliveries to maintain healthy ratios.

6. Documentation Best Practices

Select return reasons accurately. The reason you choose is recorded permanently. Selecting inappropriate reasons—even if they seem quicker—creates records that don't match reality and may complicate later review.

Add notes when available and relevant. Brief explanations clarify situations that don't fit neatly into standard categories. "Gate code 1234 didn't work, no other entry" tells a clearer story than just "access issue."

Keep personal records of problematic deliveries. Screenshot addresses, note timing, and document patterns. If you encounter the same address repeatedly, this history supports your experience.

7. Minimizing Returns

Exhaust delivery options before returning. Try alternative access points, contact customers through the app, look for safe placement locations. Returns should be last resorts after reasonable effort.

Learn your delivery areas over time. Knowledge of gate codes, apartment layouts, and hidden entrances reduces future access issues. Experience in familiar areas minimizes returns.

Communicate with customers proactively. Messages about access challenges sometimes result in helpful responses—codes, alternative instructions, or meet-up arrangements that enable delivery.

Check customer notes before attempting delivery. Instructions in delivery notes often contain access information that prevents the need for returns. Read notes carefully during route review.