shipping trackage

So most of us have used Amazon. It's pretty cool, because you can see where your packages are--how the items you've ordered are making their way to you. My friend, CO, though, is upset because she can't change tracking. An item didn't make its way here in time, so it needs to be redirected to reach her before Christmas. It seems like this should be possible, because Amazon knows exactly where the package is and can re-send it. It's not, though, which seems like lousy customer service.