Overview

When an Amazon Home Services customer files a Happiness Guarantee claim and the decision goes in the customer's favor, service providers are not necessarily out of options. Amazon offers a formal appeal process that allows sellers to challenge these decisions — but only if specific criteria are met and the appeal is submitted within a strict timeline. Understanding this process is essential for any seller operating in the Amazon Home Services marketplace.

Key Points / What Sellers Need to Know

• Appeals are available only for claims decided against you — If a Happiness Guarantee claim is resolved in the customer's favor, sellers have the right to request a reevaluation, provided they meet the eligibility requirements.
• You must have responded to the original claim on time — Amazon requires that sellers engaged with the original claims case manager and represented their side of the dispute within the established response window.
• New evidence is required — An appeal is not simply a second chance to repeat your original argument. You must present new information that was not considered during the initial investigation.
• You must believe the decision was incorrect based on clear evidence — Vague disagreements are not sufficient. Sellers need to demonstrate with concrete documentation why the original ruling was wrong.
• There is a strict 7-day deadline — Appeals must be filed within seven calendar days after the Happiness Guarantee claim was resolved. Missing this window means the original decision stands.

How the Appeal Process Works

To initiate an appeal, sellers must send an email to Amazon's dedicated appeals team at [email protected]. The subject line must follow a specific format: "AHS, [ORDER ID]" — replacing the bracket placeholder with the actual order identification number tied to the claim. This standardized format helps Amazon's team quickly locate and process the appeal. In the body of the email, sellers should clearly present the new evidence or information that supports their case, explaining why the original decision should be reconsidered.

What Happens After You Submit an Appeal