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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.

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

Country / Region Operations Team Contact
NA (US, CA, MX) corp-gc-salesops@giftcards.amazon.com
DE gutscheine-grosskunden@giftcards.amazon.com
FR cartes-cadeaux-entreprises@giftcards.amazon.com
JP jp-gc-salesops@giftcards.amazon.com
UK corporate-gifts@giftcards.amazon.com
ES cheques-regalo-empresas@giftcards.amazon.com
IT buoni-regalo-imprese@giftcards.amazon.com
NL amazon-incentives-nl@giftcards.amazon.com
TR amazon-bm-gc-inbox-eu@giftcards.amazon.com
SE amazon-incentives-se@giftcards.amazon.com
KSA incentives-contact-ksa@giftcards.amazon.com
UAE incentives-contact-uae@giftcards.amazon.com
SG amazon-au-gift-card@giftcards.amazon.com
AU amazon-au-gift-card@giftcards.amazon.com

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.

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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:

Click here to email using a predefined template

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

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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: Oct 14, 2021