Feedback Manager Requires an Update
The feedback manager needs to be addressed, reviewed, and fixed. There are too many loopholes for customers to leave responses that are unrelated to the order we filled. Too many times I have had to contact Seller Support to have a human review the comment left by a customer. They aren't even aware they are reviewing the wrong product. Additionally, the feedback manager should be reserved for comments, not questions.
We received a negative comment about a refund credit. The customer didn't receive the full credit and inquired about this on a public forum. We always refund our customers the full amount, but the missing charge was to account for a shipping label that was automatically taken on Amazon's behalf. I have reviewed all resources and options regarding this case and it explicitly refers to these responses as "comments". The system for the Feedback Manager as it is, is inadequate.
I simply would like an explanation as to why a customer can start an open dialogue and leave a 1-star QUESTION, in the feedback manager.
ID: 17090392721
"Item cost $18 without shipping or tax costs. Why was my return credit only $15.32?"
This is not the appropriate avenue to address a buyer QUESTON, therefore it should be struck through. I should not have to create cases just to get some help on matters that should be handled by this department.
@SEAmod@Quincy_Amazon@Josh_Amazon @Joey_Amazon @Ricardo_Amazon@Cooper_Amazon
Feedback Manager Requires an Update
The feedback manager needs to be addressed, reviewed, and fixed. There are too many loopholes for customers to leave responses that are unrelated to the order we filled. Too many times I have had to contact Seller Support to have a human review the comment left by a customer. They aren't even aware they are reviewing the wrong product. Additionally, the feedback manager should be reserved for comments, not questions.
We received a negative comment about a refund credit. The customer didn't receive the full credit and inquired about this on a public forum. We always refund our customers the full amount, but the missing charge was to account for a shipping label that was automatically taken on Amazon's behalf. I have reviewed all resources and options regarding this case and it explicitly refers to these responses as "comments". The system for the Feedback Manager as it is, is inadequate.
I simply would like an explanation as to why a customer can start an open dialogue and leave a 1-star QUESTION, in the feedback manager.
ID: 17090392721
"Item cost $18 without shipping or tax costs. Why was my return credit only $15.32?"
This is not the appropriate avenue to address a buyer QUESTON, therefore it should be struck through. I should not have to create cases just to get some help on matters that should be handled by this department.
@SEAmod@Quincy_Amazon@Josh_Amazon @Joey_Amazon @Ricardo_Amazon@Cooper_Amazon
0 replies
Danny_Amazon
Hi there @Seller_NeCryOzJImuYf- we appreciate you looking to the forums with your feedback.
To help address any confusion, I wanted to make sure you had the customer facing help page on leaving seller feedback comments, as well as this page focused on situations where Amazon may be able to remove seller feedback comments.
While a customer framing their displeasure with a refund amount as a question may be unorthodox, it may still be a valid representation of their experience purchasing from a seller. Comments may be struck through for certain fulfillment related situations. If you do identify a comment that falls into one of the removal categories from the above help page, please do report it through feedback manager so our team can review!
Best,
Danny
