Template for large and heavy items

The freight shipping template is for heavy and bulky items, such as large TVs, furniture, and domestic appliances that are shipped through a less-than-truckload (LTL) carrier. Since these deliveries require scheduling an appointment with the buyer, the freight shipping template provides you with benefits that make it easier to sell large and heavy items on Amazon:

1. Messaging to buyers about scheduling a delivery appointment.
2. Allows buyers to update their phone number at checkout.
3. Count each order as an on-time delivery as long as you deliver the item at the scheduled time

The freight shipping template provides you with two options for arranging delivery to the customer—Arranged Freight Delivery and Scheduled Delivery.

Arranged Freight Delivery

This option requires you or your carrier to contact the buyer via phone to set up a delivery appointment time. At checkout, customers will be notified that they will be contacted to arrange the date of the delivery. This is the default shipping option, and will always be enabled for products listed on the freight shipping template.

Scheduled Delivery

In this case, the buyer will see the available delivery slots (in an inline calendar format), and will have the option to pick any slot as per their convenience. You can use Seller Central to indicate slots when you/your carrier can deliver. This is an optional shipping option, and you will have the choice to enable this for products listed on the freight shipping template.

• Tracking: You are required to provide a shipment tracking ID and carrier name to Amazon for all the orders shipped via Arranged Delivery or Scheduled Delivery.
• On-time delivery: You are required to deliver the item during the appointment time. We require an on-time delivery rate of 97%.
• Products: This template can only be used for items that require shipment through an LTL carrier and require scheduling.
• Carriers: You can either self-deliver or deliver using an LTL carrier. If you self-deliver, please write - ‘Self delivery’ as the carrier name during ship confirm.
• Scheduling [Arranged Delivery orders only]: You/your carrier must contact the customer to schedule an appointment time for delivery. Customer’s phone no. can only be used for delivery purpose. Failure to abide by applicable regulations will result in your expulsion from the program.

How do I set up the freight shipping template?

To use this template, follow the steps below to enable the new template settings:

1. From the ‘Settings’ drop-down on Seller Central, select ‘ShippingSettings’.
2. Click ‘CreateNewShippingTemplate’.
3. Select ‘FreightShipping’, or choose from one of your existing freight shipping templates, and then click ‘OK’.

What does the buyer see at checkout for offers listed on the freight template?

For offers that do not have Scheduled Delivery enabled, the buyer will have Arranged Delivery as a delivery option at Checkout and be informed that they will be contacted to schedule delivery, whilst allowing the opportunity to validate/update their phone number.

For offers that have Scheduled Delivery enabled, the buyer will see 2 delivery options—Arranged Delivery and Scheduled Delivery—at checkout. Scheduled Delivery will be selected by default, as long as at least 1 delivery slot is available.

How do I identify if the buyer selected Scheduled Delivery, and the date that the buyer selected?

All Scheduled Delivery orders will have a “Scheduled Delivery” message displayed on the Manage Your Orders page along with the date of delivery.

What are the expectations from me for a Scheduled Delivery order?

You are expected to deliver the Scheduled Delivery order during the time slot selected by the buyer at checkout. Failure to do so may affect your on-time-delivery rate. You should also confirm shipment before the last ship date/time (which is usually 1 hour before the delivery time slot). Failure to do so may negatively affect your Late Shipment Rate.

What should I do if I am unable to contact the buyer?

You or your carrier should try to contact the buyer at least twice via phone and then you can message them using Buyer-Seller Messaging on Seller Central. If the buyer does not respond after 4 contact attempts, you can contact Seller Support to report the issue and cancel the order. You must email the buyer to inform them of the cancellation and include the reasons.

What should I do if I/my carrier attempt a delivery at the appointment time, but the buyer is not present to accept the delivery?

Your carrier must attempt the delivery a second time if the first attempt failed because the buyer was not present. After the second delivery attempt, you can contact Seller Support to report the issue and cancel the order. You must inform the buyer about the cancellation and include the reasons why.

What should I do if I/my carrier cannot deliver at the appointed time due to unforeseen circumstances?

If the delivery fails because of issues related to you or your carrier, you must offer to reschedule with the buyer for free. If the buyer prefers to cancel the order, you must accommodate their request.

What is the returns process for such orders?

The return policies for orders that use the template for large and heavy items are the same as for the default shipping template. For more information, refer to the help page Manage returns.

Can I list items that are shipped via LTL carriers on some occasions, and parcel carriers on other occasions?

No. All the items listed on the freight shipping template should always be shipped through freight LTL carriers. In such cases (for example, if 1 unit of the order is shipped parcel, and 10 units of the order is shipped freight), we recommend that you list such items on the standard template.

Am I supposed to unpack or assemble the item for the customer?

No, you are only required to deliver the item to the customer's porch, driveway, or garage. If the customer has a service order to get it unpacked/assembled, have them contact Amazon Customer Support Team