A-Z claim and Negative feedback removal requests
We have had so much negative feedback and a-z claims from customers all due to late delivery over the last month due to RM deliveries due to the pandemic.
We now are facing account health warnings and not being eligible for the buy box which is having a massive impact on sales.
To resolve this, we were thinking of contacting customers to see if their items have arrived yet and if they have, asking them to reconsider their feedback, explaining the situation in further detail. I contacted Seller Support who said this is ok but I wondered if anyone had any knowledge or experience of this actually being a violation to contact buyers and ask them to reconsider ? Don’t want to get into more trouble!!
A-Z claim and Negative feedback removal requests
We have had so much negative feedback and a-z claims from customers all due to late delivery over the last month due to RM deliveries due to the pandemic.
We now are facing account health warnings and not being eligible for the buy box which is having a massive impact on sales.
To resolve this, we were thinking of contacting customers to see if their items have arrived yet and if they have, asking them to reconsider their feedback, explaining the situation in further detail. I contacted Seller Support who said this is ok but I wondered if anyone had any knowledge or experience of this actually being a violation to contact buyers and ask them to reconsider ? Don’t want to get into more trouble!!
6 replies
Seller_Rds42gzScDQFa
It will be a problem if you telephone them.
Seller_64jziShTiTjOq
I really wouldn’t bother. If your customers are not aware of all the problems that Royal Mail and other carriers have had for nearly a year and leave negative feedback because their stuff doesn’t arrive as quickly as they think it ought to have done, they’re not going to bother retracting it, even if you give them step-by-step instructions
Seller_t9iyrbhgsT5TB
I had one bed feedback, and you even have an option from your account health to contact your customer in relation to this. I did and havent got a response so I dont think it will work much but no harm to try, the button its there so you might as well use it
Seller_j4qOx3FnSoENm
People who complain about late delivery at the moment just want to complain because they like to complain. Anyone with an ounce of sense is going to know that in some cases there will be delays (not all , some orders arrive next day using RM 48 and some might take 5 days so it’s not something you can pin down and change your delivery settings for).
I had a “discussion” with a customer on the phone yesterday (not amazon sale) who was saying how upset he was that his pair of underpants hadn’t arrived on time and after politely explaining that he ordered on a Saturday so the order wouldn’t of been dispatched until Monday, then it was New Years day so no post would be delivered on that day. He then was saying how disappointed he was that he paid for delivery and it wasn’t there - until I pointed out that he had free delivery.
It ended up with him saying that if we only use Royal Mail then he won’t order from us ever again.
Fair enough, the only time you ordered from us before was in Oct 2017 - I’m not going to lose any sleep over it.
Seller_t1yTlOhIZaYVT
Hello Phoenix_Surplus_Stoc
Regarding the below:
I would tell you to do not call or contact them outside of the Amazon channels. this could cause another kind of violation that would be difficult to address.
I can suggest you to keep always being in contact with them via messaging and propose solutions that would help the customer be satisfied of you service, making them feel listened to and inducing them not to release negative feedback or open up A-to-Z Claims.
Make sure these delay will not happening in the future, checking if the courier are having still delivery issues and take actions whether they have any.
Kind regards,
Aida
Seller_OILrrtYryMvG4
A to Z claim is only good for buyers not for sellers, I got 5 claims and every time I provided Royal Mail reference no according to royal mail parcel delivered but A to z department granted all claims and denied my appeals even I have Royal Mail Receipts as a proof , but amazon do not accept unless signature postage and customers are not willing to pay extra for postage. So now I do not even waste time to appeal because there is no one to listen seller, ebay is better if you give them receipts they accept and they check there self everything but Amazon not good always at risk and if your account suspend your money is stuck as well.
