Overview

Amazon's Delivery with Service program requires sellers to manage situations where customers discover damage or defects upon delivery. When a delivery crew unpacks an item and the customer identifies a problem, sellers must follow specific resolution protocols to maintain compliance and customer satisfaction. Understanding these procedures is essential for any seller participating in this specialized fulfillment program.

Key Points / What Sellers Need to Know

• On-site repair option — If damage is discovered during delivery, sellers should first assess whether the product can be repaired without compromising its appearance or safe operation, and offer repair service to the customer if feasible.
• Discount as alternative resolution — When repair isn't possible or the customer prefers compensation, sellers can offer a discount through the Amazon delivery app by entering a negative value for the discount amount.
• Replacement scheduling — If neither repair nor discount resolves the situation, sellers must take the item back and reschedule the appointment for a later date when a replacement unit can be delivered.
• Seller responsibility for product condition — Regardless of whether the shipping box shows damage, sellers bear full responsibility for ensuring the customer receives a working, undamaged product.
• Extra or incorrect items — If a customer receives an item they didn't order, sellers must either retrieve it or let the customer keep it with a full refund including applicable taxes.

Resolution Options by Scenario

The Delivery with Service program outlines specific seller obligations based on the type of issue encountered. When a product arrives with missing or defective parts, the seller is responsible for either remedying the defect or replacing the faulty components until the customer is satisfied. For items that arrive with physical damage — whether or not the shipping box also shows signs of damage — the seller must replace the product or repair the damage directly. In all of these scenarios, sellers have the alternative option of offering a discount as a partial refund, provided the customer agrees to accept the item in its current condition. The delivery crew can process these discounts in real time using the functionality built into the Amazon delivery app.