Unfair feedback that I'm not able remove (blamed for things I'm not responsible for)
Hello everyone, unfortunately a month ago I received a 1 star feedback about faults that are not mine (delay in the delivery, damaged packaging etc).
I requested a removal of the feedback and it wasn’t removed.
I contacted the buyer and I was ignored.
I called amazon and asked what to do and I was given a seller-central email to contact, but unfortunately I only received automatic replies, where they suggest to use the Feedback manager.
What do I do? Keep it?
Unfair feedback that I'm not able remove (blamed for things I'm not responsible for)
Hello everyone, unfortunately a month ago I received a 1 star feedback about faults that are not mine (delay in the delivery, damaged packaging etc).
I requested a removal of the feedback and it wasn’t removed.
I contacted the buyer and I was ignored.
I called amazon and asked what to do and I was given a seller-central email to contact, but unfortunately I only received automatic replies, where they suggest to use the Feedback manager.
What do I do? Keep it?
0 replies
Seller_amUAzjvL5uIzu
If you contact CS again about feedback removal your account could be suspended.Forget it & move on.
Seller_esvgLzKXw2YAl
Use feedback manager to ask for removal.
If that doesn’t work, escalate.
And as a final point if still not resolved, you can escalate to the MD.
Don’t keep opening cases about it, or you will at the least receive a warning, or a worst, a suspension.
But unless it really impacts you, forget it and move on.
Is this the feedback you are talking about?
“item arrived almost a week late. and the package was damaged so the corner of the hardcover part was torned. To get my money back, I should send this item back. What an awful service from amazon.co.uk. goodbye never buying a used book from amazon.co.uk again”
If so, I doubt that you will get it removed. It mentions too many things.
If it was specific to delivery, then you would be able to.
Your still at 98% positive for the year, so I would suggest you just forget about it.
Seller_qHzcAWcsPVCfg
The goods did not reach the buyer in good condition. Whose fault is it if not the seller?
You chose the packing and wrapped the goods.
You chose the courier service that would handle the goods you wrapped for protection.
Somewhere in the above process it failed - hence you take responsibility. You are responsible regardless of which individual person actually dropped the package and ran over it with the delivery vehicle.
Accept this truth or quit selling on line.
Seller_t4qiTnhVAnRmT
Unfortunately, these are classed as seller faults ( direct or indirect) as sellers are responsible for selecting the couriers, by extension the couriers service is the problem of the sellers, so delays, damage packaging, is the fault of the seller
**note, I am not saying I agree with the above, it is just the way it is .
Seller_bhSWqoVh7Pn98
You need to email: managingdirector@amazon.co.uk
BUT first thing you MUST do is note that this was Fulfilled by Amazon (FBA) and NOT fulfilled by you, so AMAZON are liable and the feedback is for Amazon fulfilment not packing it and it getting damaged.
Ask for the feedback to be ‘struck through’ (it is not removed, a line through it and it does not count in your metrics).
If you had sent this, then the feedback would not be able to be removed.
Seller_3nYDEKuPvlpTC
If the feedback about the packaging , delay etc, the feedback will not be removed. You have already tried to remove it and it did not work, so my honest advice is that to move on and forget about it.
If you try to escalate the complaint , your account will be under scrutiny for any faults such as negative feedback, reviews, returns, buyers comments against you etc and you will be suspended.
Seller_P9WE9DmQhKbaT
I have always thought either the striking through or removal of FBA feedbacks was unfair and anti competitive. Feedback should be about the customer experience and if they comment and score a delivery undertaken by Amazon themselves it should be allowed to stand as it would for any other supplier and courier
Seller_OD408ZNiEUfUp
I got this negative, and it was for a SFP when we have to use Royal mail, via Amazon, but they refused to remove it:- " Royal Mail worse ever delivery company, they cannot be bothered to deliver the parcel just put a card to collect item. Won’t order again if your company use Royal mail. To much hassle!!!"
I just cannot be bothered these days. Not worth the energy anymore to fight them.
Seller_TyVE1SPEF5vHF
As a seller i have had an unfair feedback and yes it does hurt especially when you take pride in what you do and the feedback is unfair.
If the packaging has failed then make the packaging better and more protective of the contents.
When I first started out on Amazon I always kept some prepacked parcels in the boot of my car and when away miles from home I often sent parcels back to my home via Royal Mail and Hermes so I could see just how well the packaging protected the contents etc.
As for the feedback, just forget about it, move on and focus on the future in getting better feedback ratings.
Seller_3u63TG7fpfnG6
same thing happened to me and amazon are responsible for the flimsy packaging but they did not remove it as the buyer received a ‘damaged item’ they seem to want us to have the terrible feedback they receive
