Overview

Amazon provides specific guidelines for sellers offering home services on how to communicate effectively with buyers before scheduled appointments. These guidelines cover phone calls, text messages, and emails, and are designed to minimize misunderstandings, prevent delays, and ensure a smooth service experience. Whether you provide installation, cleaning, or moving services, following a structured communication checklist can save time and protect your seller metrics.

Key Points / What Sellers Need to Know

• Be specific in all communications — When reaching out to a buyer by phone, text, or email, Amazon recommends being as detailed as possible about what you need to deliver successful service. Vague or incomplete communication can lead to failed appointments and negative feedback.
• Confirm appointment logistics — Always verify the exact date, time, and any access requirements before arriving at the service location. This includes confirming whether the buyer will be present and whether you need special access to the property.
• Assess site readiness — Ask about the current conditions of the work site, whether any pre-work is required, and whether the space is ready for you to begin immediately upon arrival.
• Clarify power and utility needs — If your service requires electricity or other utilities, confirm availability in advance to avoid wasted trips or rescheduling.
• Verify materials and item delivery — For installation jobs, confirm that all sourced parts, items, and materials have arrived at the destination before the appointment date.

Communication Checklist by Service Type

Amazon breaks down recommended pre-appointment questions by the type of service being provided. For general services, sellers should confirm the appointment date and time, identify the tools and materials needed, and evaluate whether the work site is in optimal condition or requires preparation. Sellers should also ask whether access to electricity is needed and whether the location has power available. These baseline questions apply to virtually every home service category and help prevent common issues like arriving unprepared or encountering unexpected obstacles.