Outage and Issue Management Process - Gift Card API
Below we describe the various methods for contacting the Amazon Gift Cards team based on the nature of the issue. These processes apply for all AGCOD API integrations.
- Account Related Errors – Contracts or Funds
- Other Non-Emergency Issues
- Emergencies & Outages
- Maintenance
Account Related Errors – Contracts or Funds
Receiving one of the following error codes (or their equivalent) as part of your response from AGCOD indicates a problem with the status of the contract or amount of funds associated with your account:
| F300 – InsufficientFunds |
| F300 – ActiveContractNotFound |
| F300 – AccountHasProblems |
| F300 – OperationNotPermitted |
| F300 – ProductTypeNotEnabledInTheContract |
If you have an inquiry related to the type of errors listed above, please contact your local Operations team per the table below and we will respond to your inquiry within 1 business day.
Operations Contacts
Other Non-Emergency Issues
Please send email notices for any other API related technical questions and issues to the Partner Integration Team at incentives-api@giftcards.amazon.com.
Emergencies & Outages
For any issue with our API availability that is having an immediate business impact, please follow the process described in this section. This method should only be used if you are unable to make any successful API calls to AGCOD. The urgent support escalation team cannot help with any other inquiries related to your account.
The following email addresses can be used to page the appropriate support team
| Tier | Notes | Contact |
|---|---|---|
| T1 (Primary Method) | This is our primary support email, with 24/7 coverage. | amazon-agcod-partner-urgent@amazon.com |
| T2 (Management) | Escalate to this tier if you receive no response from the primary T1 alias after 30 minutes. | amazon-agcod-partner-urgent-t2@amazon.com |
| T3 (Senior Leadership) | Contact this address if you receive no response from the T2 escalation after 30 minutes | amazon-agcod-partner-urgent-t3@amazon.com |
When reaching out regarding any emergencies, it is critical that you provide as much information as able as it will allow Amazon AGCOD teams to root cause and take action quicker. Please see below the following information to provide when contacting our urgent support team:
| Item | Example |
|---|---|
| Contact name | Given Name / Family Name |
| Contact Phone Number | +81-3-3123-4567 |
| Contact email | yourname@alias.com |
| Partner ID of account | Acmes |
| Sample request ID | Acmes3324500H2 |
| Timestamp of first failed response | 11:15:05 GMT |
| Sample card serial number (physical card activation only) | 1400000556758019 |
| API error response (if any) | F500 GeneralError |
| Marketplace | UK |
| Brief problem description | Beginning at approximately 11:15 GMT, all requests started failing with an F500 error. We have turned off Amazon Gift Cards from our POS systems until this is resolved. |
| Is the behavior consistent? | Yes, every request since 11:15 GMT has been failing. |
| Were there any recent changes on your end? | No, we have not had any software changes or deployments in the last two months. |
| Sample request payload, including headers | Partner attaches example. Ideally in a .txt format |
Maintenance
Do you have changes coming up that might impact your Gift Card Service? You can send your notifications to incentives-api@giftcards.amazon.com. Let us know if you are making any changes to your use case so we can ensure you have our full support.
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Last updated: Dec 16, 2022