Overview

Amazon's Home Services program allows service providers to fulfill in-home appointments such as assembly, installation, and other services purchased by customers. Understanding how charges and credits work within this program is essential for service providers who want to protect their revenue and maintain good standing. This reference covers trip fees, service order credits, additional charges, and the process for submitting credit requests.

Key Points / What Sellers Need to Know

• Trip fees are now included in service costs — Previously a separate flat fee covering time and travel for inspections or service completion, the trip fee has been absorbed into the overall cost of doing business on the platform. However, under certain circumstances, providers may still be eligible for a trip fee credit.
• Credit eligibility depends on proper documentation — Service providers must leave detailed, accurate notes in their service management system for any credit or additional charge request to be reviewed and approved.
• ETA notifications are mandatory — For most credit-eligible scenarios, the technician must have sent an Estimated Time of Arrival (ETA) notification at least 30 minutes before the scheduled appointment time.
• Strict submission deadlines apply — Credit requests must be submitted within 10 days of the original appointment date. Requests for appointments completed more than 10 days prior will not be processed.
• Additional charges require customer approval — When extra work beyond the original scope is needed, providers must obtain customer consent before applying additional charges.

When Service Providers Can Request Credits

There are several scenarios where a service provider may be eligible to request a credit for a completed or attempted appointment. The most common situation involves a customer no-show, where the technician arrives within the scheduled appointment window but the customer is not present. To qualify, the provider must have sent an ETA notification at least 30 minutes before the appointment, arrived and started the appointment within the scheduled slot, and documented in their notes that the customer was not present at the address. The appointment must not have been previously rescheduled by the service provider. In another common scenario, a customer may cancel or request a reschedule on the day of the appointment after the technician is already en route. The provider must contact Seller Central Operations (SCO) requesting a three-way call to confirm the situation, and notes must clearly state the customer's cancellation or reschedule request along with relevant dates and times.