Overview

Home Services sellers on Amazon occasionally arrive at a customer’s address only to find the buyer absent. The platform provides a specific workflow for dealing with these “no‑show” situations, and following it protects your performance metrics and prevents unnecessary penalties. Understanding each step—from pre‑appointment outreach to the seven‑day escalation rule—helps keep your account in good standing while minimizing wasted travel time.

Key Points

• Pre‑appointment outreach cuts missed visits — Amazon advises a confirmation call or message the day before the scheduled time, which research shows can halve the no‑show rate.
• Show up even if you can’t reach the buyer — The buyer has already paid, so you must travel to the address and wait a reasonable period before leaving.
• Never cancel the order on your own — Unauthorised cancellations are recorded as seller‑initiated and lower your Order Defect Rate and Cancellation Rate.
• Escalate after seven days of silence — If the buyer does not respond within a week of the missed appointment, you must open a case with Amazon Seller Support to have the order cancelled correctly.
• Document every attempt — Keep timestamps of calls, messages, and on‑site arrival; this evidence shields you from disputes and metric penalties.

How to Manage No‑Shows

1. Initial contact attempt — As soon as you notice the buyer is not at the door, call the phone number listed in the order and send an Amazon message. Example: You arrive at 9:30 AM, dial the buyer’s number, and leave a voicemail noting you are on site.
2. Wait period on location — Remain at the address for a minimum of 10‑15 minutes while trying to reach the buyer. Example: After the call goes unanswered, you wait until 9:45 AM before deciding to leave.
3. Gather and secure materials — If you brought tools, parts, or products, pack them back into your vehicle to avoid loss or damage. Example: You retrieve a set of replacement filters you intended to install and store them safely in your truck.