Overview

Sellers participating in Amazon’s Delivery with Service (DWS) program must follow a distinct return workflow that adds coordination, on‑site disassembly, and direct customer interaction. The policy took effect for all DWS orders in early 2024, and non‑compliance can hurt account health, making it essential for sellers to understand each step.

Key Points

• Email alert replaces automated return — When a buyer initiates a return on a DWS item, Amazon sends a notification email to the seller’s registered address instead of generating a return label in Seller Central. For example, a customer returning a professionally installed washing machine triggers an email rather than a self‑service portal.
• Seller initiates contact — The seller must reach out to the buyer within a few hours to confirm the reason for the return and to propose pickup windows. In a typical scenario, a buyer who is dissatisfied with a newly assembled dining set receives a phone call from the seller’s returns team within two business hours.
• Pickup appointment is seller‑driven — Scheduling the return pickup is the seller’s responsibility; Amazon does not provide a default time slot. A furniture seller might coordinate a same‑day pickup for a sofa that the buyer wants to return after noticing a scratch.
• Reverse‑service is mandatory – If the original delivery included assembly, installation, or any other service, the return crew must be equipped to undo that work. For instance, a technician who installed a wall‑mounted air conditioner must bring the appropriate tools to safely detach and pack the unit during the return visit.
• Customer must not disassemble – The policy explicitly forbids asking the buyer to take apart, uninstall, or re‑package the product before the pickup crew arrives. A seller cannot tell a customer to remove a built‑in oven themselves; the return team must handle the removal.
• Prompt scheduling required – Amazon expects sellers to confirm a pickup slot without undue delay, typically within 24 hours of the email notification. Delays beyond this window can trigger policy warnings.
• – Sellers should capture high‑resolution photos of the product at the time of installation and again before pickup. A photo showing a perfectly aligned TV mount can be decisive if a dispute arises over alleged damage.