Overview

Amazon sellers enrolled in delivery or home services programs need to carefully manage their appointment schedules and delivery routes to maintain strong performance metrics and ensure customer satisfaction. This reference guide covers the essential steps for confirming customer appointments, communicating scheduling details, and planning efficient delivery routes across multiple daily service calls.

Key Points / What Sellers Need to Know

• Confirm appointments proactively — Contact customers at least one business day before their scheduled appointment to verify the time and reduce no-shows.
• Multiple deliveries per day are common — Depending on your order volume, you may need to fulfill several service appointments in a single day, making route planning essential.
• Use multiple communication channels — Reach out to customers through Amazon's messaging system, email, or phone to confirm delivery windows.
• Reschedules hurt your metrics — Frequent appointment changes negatively affect your performance scores, which directly influence how many orders Amazon assigns to you.
• Amazon Seller Support can help — If a customer is unresponsive through messaging and you lack their phone number, contact Seller Support to have them reach out on your behalf.

Confirming Customer Appointments

Once your service orders are scheduled, the first priority is making sure every appointment has been confirmed by your dispatch team. Amazon recommends reaching out to each customer at least one business day before the scheduled service window. This advance communication helps minimize the risk of customer no-shows, which waste time and resources. You can confirm appointments through Amazon's Buyer-Seller Messaging system, direct email, or by phone. If a customer does not respond through messaging and you do not have a phone number on file, you should contact Amazon Seller Support, who will attempt to reach the customer directly.

Understanding the No-Show Policy

Amazon maintains a specific no-show policy for service and delivery appointments that sellers should be familiar with. When a customer fails to be present for a confirmed appointment, there is a defined process for documenting and handling the situation. By proactively confirming appointments ahead of time, sellers can significantly reduce the frequency of no-shows. Keeping no-show rates low is important not only for operational efficiency but also for maintaining good standing within the program. Sellers who experience frequent no-shows should review their confirmation practices and consider adjusting communication timing or methods.