Overview

Amazon sellers enrolled in the Amazon Services program must assign qualified technicians to every service order before the appointment date. This help page covers the full workflow for assigning and reassigning technicians through Seller Central, including eligibility requirements, timing rules, and customer notification details. Understanding this process is essential for sellers who offer in-home or on-site services through Amazon's marketplace.

Key Points / What Sellers Need to Know

• Technician assignment is mandatory — Every order that includes a service component must have a technician assigned before it can be completed. Orders without an assigned technician cannot be fulfilled.
• Only available technicians can be assigned — The system prevents double-booking by blocking assignments for technicians who are already scheduled for another job at the same time.
• Background checks are required — For services performed at a customer's location, only technicians who have passed Amazon's background check approval process may be assigned to the job.
• 24-hour advance assignment rule — Technicians should be assigned to all jobs at least 24 hours before the scheduled service appointment. Failing to meet this window means Amazon cannot send the customer an email with the assigned technician's details and photo.
• Reassignment is limited — Sellers may only reassign a job to a different technician once within the 24-hour window before the service appointment, so it is important to confirm availability before making changes.

How to Assign a Technician

Before assigning a technician, sellers must first confirm the appointment date and coordinate the schedule with the customer. Once the appointment is confirmed, the assignment process takes place within Seller Central. Sellers navigate to their order management area and locate the relevant service order. Under the technician section of the order details, they can click to assign a technician, select the appropriate person from the list of available and approved staff, and confirm the assignment. Once assigned, the technician will see the job appear on their view within the Amazon Services app, ensuring they have the details they need to prepare for the appointment.