Overview

Amazon's Happiness Guarantee policy is a customer protection framework that applies to all service providers participating in the Amazon Home Services and related programs. The policy establishes how customer dissatisfaction claims are handled when a purchased service doesn't meet expectations. For service providers selling through Amazon's marketplace, understanding this policy is essential to managing claims, protecting your account standing, and maintaining a positive business relationship with both Amazon and your customers.

Key Points / What Sellers Need to Know

• Supplemental agreement — The Happiness Guarantee policy is an addition to your existing services provider agreement with Amazon, meaning it carries the same contractual weight and enforceability as your core terms.
• Broad applicability — The policy covers all service providers who offer services to customers through Amazon's services programs, with no exceptions based on service category or provider size.
• Customer-first philosophy — Amazon explicitly states that customer satisfaction is their top priority, and this policy is one of the primary mechanisms they use to enforce that standard.
• 90-day claim window — Customers have up to 90 days after the service is completed to file a Happiness Guarantee claim, giving them a substantial window to identify and report issues.
• Documentation requirements — Both the service provider and the customer must provide documentation to support or contest a claim, making record-keeping a critical practice for providers.

How Happiness Guarantee Claims Work

The Happiness Guarantee claim process is designed to resolve disputes when a customer feels the service they received did not go as planned. When a claim is filed, Amazon steps in as a mediator to find a resolution that works for both the customer and the service provider. This is not an automatic refund system — Amazon reviews the circumstances, collects documentation from both parties, and then determines an appropriate outcome. The goal is to reach a fair and timely resolution rather than simply siding with one party. Service providers should expect to engage with the process by providing their own evidence and perspective on what occurred during the service.