Overview

Amazon sellers who participate in delivery and installation service programs may encounter situations where a customer's location isn't suitable for safe delivery or service. Understanding how to handle these scenarios properly is essential for protecting your inventory, maintaining customer satisfaction, and avoiding potential liability issues.

Key Points / What Sellers Need to Know

• Site readiness is your responsibility to assess — Before delivering or installing an item, sellers should evaluate whether the customer's location meets the basic requirements for safe handling and service.
• Rescheduling is the recommended course of action — When a site is deemed unsafe or unprepared, Amazon advises sellers to work directly with the buyer to arrange a new appointment rather than proceeding under risky conditions.
• Infrastructure requirements matter — Certain deliveries and installations require functioning utilities such as electrical outlets, gas connections, or water supply at the customer's location.
• Environmental and structural conditions can disqualify a site — Missing dry flooring, exposure to weather elements like rain or snow, and other hazardous conditions are valid reasons to postpone delivery.

Common Scenarios That Warrant Rescheduling

Sellers should be aware of the most frequent situations that make a delivery site unsuitable. If the installation or setup of your product requires access to electrical, gas, or water outlets and these are not available at the customer's location, the delivery should not proceed. Similarly, if the site lacks proper dry flooring, there is a real risk of damage to wooden furniture or items still in cardboard packaging. Moisture and wet conditions can compromise product integrity before the customer even gets to use the item. Attempting delivery under these circumstances can lead to damage claims, returns, and negative feedback.

Weather and Environmental Hazards

Exposure to the elements is another significant factor that sellers must consider before completing a delivery. Rain, snow, and other adverse weather conditions can damage items during the delivery and installation process, particularly for products that are sensitive to moisture or temperature extremes. If the delivery or installation area is outdoors or in an unprotected space, sellers should use their judgment about whether conditions are safe enough to proceed. When in doubt, it is always better to reschedule than to risk delivering a damaged product, which could result in costly returns and dissatisfied customers.