content: I don't know anything of amazon's t&c's but a call centre at my work has to do similar behind-the-scenes entries into user accounts to help them work through problems.  Not everyone can manage even simple online transactions.  However in our call centre, they must ask permission of the caller first and all calls are recorded.  If a person complains that something was done without their knowledge, the call recordings are referenced to determine if the employee should be disciplined.