Threat of account deactivation because of negative feedback
I'm a new seller who just opened my account on 1 September 2023. I have 1 order with negative feedback because of a book that I sold. I made the mistake of sending a paperback when the book was listed as a hardcover. I refunded the buyer and explained it was a mistake but they never fixed the negative rating. Its my only rating and now I am at risk of account deactivation because of it. I have a total of 8 orders so far and the warning is saying that its only 1 of 3 orders with the negative feedback. How can I resolve this issue so I don't lose my ability to sell on amazon as I also have Private Label products listed that have positive feedback?
Threat of account deactivation because of negative feedback
I'm a new seller who just opened my account on 1 September 2023. I have 1 order with negative feedback because of a book that I sold. I made the mistake of sending a paperback when the book was listed as a hardcover. I refunded the buyer and explained it was a mistake but they never fixed the negative rating. Its my only rating and now I am at risk of account deactivation because of it. I have a total of 8 orders so far and the warning is saying that its only 1 of 3 orders with the negative feedback. How can I resolve this issue so I don't lose my ability to sell on amazon as I also have Private Label products listed that have positive feedback?
16 replies
Seller_Hi7wbO2Kbo6bl
While the At Risk notice is done by bot, actual suspensions have human involvement and one incident like that will not lead to suspension. There is nothing to be done but to keep selling, without errors.
Seller_ITSm6TMeixAhB
If memory serves .. the seller has the ability to respond to a buyer's comments (usually I tend not to do this .. but did so recently). Perhaps consider pointing out (first) apologies for sending incorrect version and (second) that item ordered has been refunded .. this way other interested buyers can see that you have at least made an effort to address the situation. Don't be surprised if the buyer never corrects their feedback. Best of luck with your sales .. KJ
Seller_nRFmxiQg4EGrw
First of all, Welcome Aboard!
As for the violation, if you are a sports fan, think of your "threat" as a Yellow Card. There's no real impact on your ability to sell/play, but don't do it again.
And don't beat yourself up; I think just about every bookseller has run into the problem of a wrong binding, either due to mistakenly listing it, Amazon changing the ASIN without notifying us, or just pulling the wrong book. It happens; you just got there really fast! For reference, when I've caught the mistake before shipping (thankfully happened only a couple of times, and only on inexpensive books), I've shipped the paperback that I had, then messaged the customer and refunded them before they even get a chance to ask, telling them that I messed up, and that I hope the paperback will keep them happy until they can find a hardcover, and to give away the paperback if they don't want to keep it. Loses a bit of money compared to canceling, but avoids ODR and, IMO, is just a better way to treat a customer (not gonna say I believe in Karma, but....)
Keep your nose clean, and you'll be fine. Best of luck going forward!
Seller_52pUzzgnsLDGs
It will move to the 60 day column after thirty days. Just hang in there, and from now on send what the buyer ordered, not what you need to get rid of.
Atlas_Amazon
Hello @Seller_pEt5RFhWJhmad
Thank you for the information regarding your current account status. I understand your account is showing currently as at risk due to some negative feedback. As mentioned in the thread, you should only see the impact of the feedback for a period of 60 days. Once out of the rolling period, the impact to the metric should fall off.
In terms of the current status, are you being requested to submit additional detail or are you only seeing the a banner indicating that the account is at risk? If you are seeing the banner with an option to submit information, then the feedback issues will need to be addressed.
If there is no additional information being requested, the banner is just there as a warning for you. It will highlight the cause of the deactivation risk to ensure you are aware of the issues impacting your account. This does not mean that you are going to need to take additional action. In this situation, we would recommend continuing to monitor your information.
If you have any additional questions or concerns, continue to refer here for additional guidance.
Best,
Atlas
Seller_O6YWkDReQ90FK
Quit worrying about one feedback. You won't be suspended for that, as BWA has already informed you. Just be careful not to make the same error. You also have to be careful that Amazon's listings do not change on you, without your awareness. I have had several books that were listed properly as a hardcover suddenly, mysteriously, show up as a paperback.
Seller_6fkdd0PqOCH4B
One mistake should be fine. The best thing you can do is actually to sell more, but WITHOUT getting negative feedback (or making other mistakes).
