• Ask the customer where they purchased the order from, so that we are not telling everyone who our clients are. If it's from Amazon and the redirect makes sense (within the hub's service area), submit the request to the second-level support team. If not sure whether the redirect is within the hub's service area, you may still submit the request but please advise the customer that a redirect request is not guaranteed. Get the tracking number and address information from the customer, phone number, and email. 
• If it's from clients other than Amazon, it is best to advise the customer to call the vendor/store where they purchased the order from and request a redirect through them.