Reachdesk integrates directly with Amazon to allow users to send physical products to recipients. This expands your gifting options with a wide range of products, while keeping the full Reachdesk experience for tracking, reporting, and delivery 🎁

This feature supports two main use cases:

• Sending Amazon products directly (via a Marketplace campaign);

• Including Amazon products within Bundle campaigns shipped from Amazon to our warehouse, and from there to the final recipient.

Both options provide flexibility depending on your gifting needs.

Amazon gifting is available only for recipients and warehouses in the US and UK, but we are actively looking to expand this feature to additional regions and warehouses where Amazon operates.

How to Enable Amazon Gifting

This feature can only be enabled by Admin users in the Catalogs section of Organization settings.

Once enabled, Amazon products become available in campaign send flows. If disabled, users can still view the experience but cannot place orders.

Users without permission are prompted to contact an admin.

How Amazon Works in Bundle Campaigns

You can include Amazon products within Bundle campaigns by enabling the “Include an Amazon product” toggle when selecting a US or UK warehouse.

Once enabled, senders choose an Amazon product during the send flow. Reachdesk then orders the item, receives it at the warehouse, removes Amazon packaging, and ships it alongside with any additional items from your own swag inventory (optional). Once the Amazon item arrives to the warehouse the fulfilment time to have it included into the bundle and ship is 1-3 business days.

Only one Amazon product (quantity of one) can be included per send. You can combine it with branded merchandise, packaging, and gift notes.

💡 Example:
A welcome pack includes a branded notebook, custom packaging, and an Amazon speaker for a premium unboxing experience.

How can I set up a gift note for a Amazon order on a Bundle campaign? 

When sending an Amazon item on a bundle campaign, because it passes through our warehouse, you can add a gift message that our team will print and add to the order.

You can add a note using the same steps you would normally follow to add a gift note in a bundle campaign.

What happens if an Amazon item in a Bundle order is returned to sender? 

Refunds are not automatic. Each case is reviewed individually, and next steps are confirmed by the support team.

How Amazon Works in Marketplace Campaigns

Amazon products can be selected directly during the send flow within Empower the Sender campaigns. No additional setup is required.

Senders browse Amazon products within Reachdesk, select an item within the campaign budget, and confirm the send. Amazon then ships the product directly to the recipient.

This makes the process fast and simple, with delivery handled entirely by Amazon.

💡 Example:
A sales rep selects a pair of headphones and sends them instantly. Amazon ships the item directly to the recipient without warehouse handling.

How can I set up a gift note for a Amazon order on a Marketplace campaign? 

Amazon does not support physical gift notes through this integration, so when sending directly from Amazon on a Marketplace Campaign, you won't be able to add a message to print on a gift note card.

To solve this, Reachdesk sends a Digital Gift Note via email once the item is marked as delivered.

You can include personalized messages, use AI-generated content, and apply your company branding (logo and colours). Replies go directly to the sender if your domain is configured.

What happens if an Amazon item in a Marketplace order is returned to sender?

Refunds are not automatic. Each case is reviewed via a support ticket, and refunds are issued at Amazon’s discretion. Shipping charges and platform fees are non-refundable.

Key Differences: Direct Amazon vs Bundle with Amazon

There are two different Amazon gifting experiences depending on your campaign setup:

• Direct Amazon sending → ships directly from Amazon to the recipient

• Bundle with Amazon → routes through the Reachdesk warehouse for branding and packaging

This distinction impacts delivery speed, customization, and packaging options.

Order Limitations & Important Rules

There are several important limitations to be aware of:

• Orders cannot be edited, canceled, or rerouted once placed

• Delivery dates and time slots cannot be selected

• Shipping speed cannot be changed

• Personalization of the selected item is not available for direct Amazon sends

• Only one Amazon item can be included per bundle send

⚠️ These limitations are set by Amazon and cannot be overridden.

Frequently asked questions about Amazon Gifting (Marketplace & Bundles)

Order Issues

What should I do if I haven’t received my Amazon order?
Check the estimated delivery date on the product page and review the tracking link for updates. Delivery may take longer during peak periods.

If the order has not arrived more than 4 business days after the expected delivery window, contact Reachdesk Support. We will raise a claim with Amazon where appropriate.

⚠️ Amazon determines the final resolution and timing.

What should I do if my order is marked as delivered but I cannot find it?
Check the tracking details for delivery location information (e.g., front door, reception, mailbox). Also check nearby areas such as behind bins or with building reception. If the item is still missing, contact Reachdesk Support. We will escalate the issue to Amazon if needed.

⚠️ Reachdesk is not responsible for items marked as delivered by Amazon.

What should I do if my Amazon order arrives damaged or incorrect?
Contact Reachdesk Support and include photos of the damaged item or details of the incorrect product. We will raise a claim with Amazon. Amazon may also request to return the item as refunds or replacements follow Amazon’s resolution policies.

What happens if an item is out of stock?
If an Amazon item is out of stock, the order is automatically cancelled. Any deducted wallet balance is refunded back to your Reachdesk wallet.

Order Changes & Delivery Preferences

Can I cancel or modify an Amazon order after it is placed?
No. Once an order is placed, it cannot be edited, canceled, or rerouted.

Can I choose a specific delivery date or time?
No. Scheduled delivery dates or time slots are not supported.

Can I request delivery only on weekdays or weekends?
No. Delivery windows cannot be restricted.

Can I choose a different shipping speed or cost?
No. Reachdesk automatically selects the fastest available shipping method.

Can I personalize an Amazon gift?
Direct Amazon sends do not support personalization.

For Bundle campaigns, you can add branded items, packaging, and gift notes for a personalized experience.

Tracking & Notifications

Is tracking available for Amazon orders?
Tracking depends on the courier used:

• Standard couriers → tracking is available

• Amazon logistics → tracking may be private and not shareable

For Bundle orders, tracking is available once the shipment leaves the Reachdesk warehouse.

Will shipping be delayed during peak periods?
Yes. Delays may occur during high-volume periods such as holidays or Prime Days.

These delays are outside of Reachdesk’s control.

Pricing & Charges

Why is the price higher than on Amazon?
Reachdesk pricing includes:

• Taxes

• Shipping

• Associated handling costs

Amazon product listings typically exclude these costs until checkout.

Do Amazon discounts apply to Reachdesk orders?
Yes. Active Amazon discounts apply at the time of purchase.

If a discount expires before the order is finalized (e.g., during address confirmation), the current Amazon price will apply.

Is shipping included in the price?
Yes. The displayed price includes the fastest available shipping method.

How am I charged for Bundle orders with Amazon items?
You are charged for:

• Amazon product (including tax and shipping)

• Pick-and-pack

• Outbound shipping from the warehouse

Additional fees (e.g., customs) may apply for international shipments.

Amazon Gifting vs Gift Cards

What is the difference between Amazon Gifting and Amazon Gift Cards?

• Amazon Gifting → sends a physical product selected by the sender

• Amazon Gift Cards → sends digital credit for the recipient to spend

💡 Example:
Sending headphones = Amazon Gifting
Sending $100 credit = Amazon Gift Card

Why use Reachdesk instead of buying directly from Amazon?

Reachdesk provides a seamless end-to-end gifting experience, including:

• Recipient confirmation workflows
• Integration maintenance
• Automated wallet handling
• Fast shipping
• Centralized analytics and reporting
• Full cost transparency