Amazon Locker - Gatsby — Local services in Seattle

A gift card was "hijacked" and the $300 credit was used before the intended recipient opened the email to use it. They told the intended recipient that I had to resolve. My call to customer service was first received by someone that did understand me and the situation very well. There was a bit of a language barrier but more of a lack of understanding and perhaps capacity to investigate what I was saying. I asked for a supervisor. The supervisor was able to rapidly confirm that the person allowed to cash in the certificate was not the one intended. They were able to break from traditional process and give me the $300 as two $150 credits (some kind of maximum) to my original credit card. Further, this supervisor, Robert P, was able to work with me to review the status of more than a dozen other e-gift cards that I had sent. No others were "stolen". We found another that was never used. He was able to push the credit directly into their amazon account.

Suggestions : Perhaps have an option to push credit, as a gift, directly to recipients confirmed to have amazon account. Have first line customer service rep actually offer up to engage a supervisor when they get a sense that the person is not satisfied with their response. Have some kind of dashboard that lets you know cards sent, when received, when used, and maybe who/where the goods were shipped. Fraud and thieves will always be out there. This would help us to be part of early detection and prevention of loss. I believe that I received some kind of amazon-assisted messaging with some of the cards as they were used. I didn't receive it for all of them. This too is...