Overview

Amazon's Delivery with Services program allows sellers to offer products that include professional delivery, assembly, or installation as part of the purchase. This help page outlines the key customer-side scenarios that can arise during a scheduled service delivery — from site readiness issues to product refusals — and how sellers and service providers should handle each one.

Understanding these scenarios is essential for sellers participating in the program, as proper handling directly affects customer satisfaction metrics, return rates, and account health.

Key Points / What Sellers Need to Know

• Site readiness is required — The customer's location must be safe and prepared for delivery and service. If the site is not ready or poses safety concerns, the service provider may be unable to complete the delivery.
• Customers can decline the product — Buyers have the right to refuse the delivered product for various reasons, including damage, defects, or simply changing their mind at the point of delivery.
• Damage and defects trigger specific protocols — When a product arrives damaged or defective, the service provider must document the issue and follow Amazon's prescribed return or replacement process.
• Customer no-shows are tracked — If a customer is not present during the scheduled delivery window, the attempt is logged and rescheduling or cancellation procedures apply.
• All items must be verified — Before beginning any installation or assembly service, providers must verify that the customer has received all necessary items and components to complete the setup.

How the Delivery Process Works

When a customer purchases a product that includes delivery with services, a delivery window is scheduled. The service provider arrives at the customer's location and must first assess whether the site is ready and safe for the delivery and any associated installation or assembly work. If the site does not meet safety or readiness requirements, the provider documents the issue and the delivery may be rescheduled. Before proceeding with any service work, the provider confirms that all required items and components are present and accounted for. This verification step prevents incomplete installations and reduces the likelihood of follow-up service calls.