Has anyone else encountered problems with the Heavy & Bulky program’s arranged delivery feature?

This feature specifically requires the seller to contact a buyer to arrange delivery. However in the case of business buyers Amazon removes the email address and replaces it with a no-reply-amazon-iba-buyer Amazon email address.

If there is no contact telephone number Amazon seller support advises raising a case on Seller Support. When we do this we are advised that the matter has been forwarded to the IBA team and seller support will get revert to us when they hear from the IBA team. IBA never respond and we end up having to attempt delivery without first making contact with the customer which is contrary to Amazon's requirements.

This isn’t a seller compliance issue - it’s a system limitation preventing Amazon’s own program from functioning. We have raised 2 separate cases and a month later have not received a response on how to be compliant with business customers on the Heavy & Bulky orders program.