Question regarding feedback removal
Couldn't get any information from Amazon regarding this so figured i'd ask here and get some information from folks with far more experience than i.
Had a buyer return a product that was blatantly materially different (Old, used product returned in the box of a new product). Refund reflected that, per Amazon policy. Buyer filed an A to Z and lost that, as well. Nonetheless, Amazon won't remove the negative feedback he left stating that he returned the product as received because his wife didn't like the product and i won't refund him.
In cases like this, should Amazon not remove/strike the feedback? I realize that there may not be specific policy stating as much, but isn't it common sense? I Get that this is a risk when charging significant fees for these cases, but if even Amazon reviewed evidence and sided with me, it seems silly that their feedback should still stand. This is an ongoing issue particularly when large retailers no longer stock products that i still have. I Eat enough crap with it (relatively high $$ products, low volume, so a hit on a 500$+ product is rough), and would hate to lose customers due to scammers as well.
Question regarding feedback removal
Couldn't get any information from Amazon regarding this so figured i'd ask here and get some information from folks with far more experience than i.
Had a buyer return a product that was blatantly materially different (Old, used product returned in the box of a new product). Refund reflected that, per Amazon policy. Buyer filed an A to Z and lost that, as well. Nonetheless, Amazon won't remove the negative feedback he left stating that he returned the product as received because his wife didn't like the product and i won't refund him.
In cases like this, should Amazon not remove/strike the feedback? I realize that there may not be specific policy stating as much, but isn't it common sense? I Get that this is a risk when charging significant fees for these cases, but if even Amazon reviewed evidence and sided with me, it seems silly that their feedback should still stand. This is an ongoing issue particularly when large retailers no longer stock products that i still have. I Eat enough crap with it (relatively high $$ products, low volume, so a hit on a 500$+ product is rough), and would hate to lose customers due to scammers as well.
0 replies
Seller_CW0P5hgbsiqWX
The feedback will not be removed, it is there to stay. Just make sure you respond to the feedback setting things straight.
With over 9.7 million sellers on the site, it is run by a bot. Feedback comes at an average rate of 1-2 per 100 sales. so, after a 1000 more sales, it will move down the page and over to page two.
Danny_Amazon
Thank you for asking this question here in the seller forums @Seller_5s2xlBCW56ifS- and I appreciate the guidance offered by one of our forums veterans!
It is true that there are only certain use cases where Amazon can remove seller feedback, although I can appreciate the frustration in such situations where you've acted according to policy. Amazon does want to foster an environment where customers share their honest opinions of working with individual sellers, along with honest reviews of their products. In such cases where the feedback comment doesn't qualify for removal or strikethrough based on the above guidelines, you can look to resolve the feedback issue directly with the buyer, or else post a public response to help set the record straight, as recommended by the other seller in the thread!
Thank you again for taking the time to post, and please let me know any questions on this process.
Best,
Danny
