Negative feedback
Hi all
Is it possible to appeal negative feedback? Or can only the customer remove it themselves?
We've had a negative feedback left with the comment that the customers parcel hasn't been delivered by the carrier yet. According to the tracking, the carrier has attempted delivery 5 times and the customer is aware of this as they have requested the redelivery more than once. No one has been home on any delivery attempt and usually the carrier would probably leave the parcel with a neighbour or in a safe place so I assume there is a reason why they haven't been able to do that. However, I don't think it's really fair to leave us negative feedback for this.
Thanks in advance.
Negative feedback
Hi all
Is it possible to appeal negative feedback? Or can only the customer remove it themselves?
We've had a negative feedback left with the comment that the customers parcel hasn't been delivered by the carrier yet. According to the tracking, the carrier has attempted delivery 5 times and the customer is aware of this as they have requested the redelivery more than once. No one has been home on any delivery attempt and usually the carrier would probably leave the parcel with a neighbour or in a safe place so I assume there is a reason why they haven't been able to do that. However, I don't think it's really fair to leave us negative feedback for this.
Thanks in advance.
13 replies
Seller_ZJhFeE3tNKzfh
You can appeal it via Feedback Manager but on the basis of what you said, its unlikely to be removed.
Your opportunity might be that you used Amazon Buy Shipping. If thats the case, them it should be struck through on the basis that you used Buy Shipping and Shipped on time.
If you didn't use Buy Shipping, that won't be removed.
Seller_HSi3B0MiQxcUV
Have you contacted the customer regarding their review and explained the reason behind the late delivery?
If we are left a review like this, we first investigate the reason behind the delay - if it isn't our fault, then we can explain the reason behind the delay. We've offered a partial refund as way of apology and if they accept this, then we ask them to either review their feedback and adjust it to at-least a neutral review.
As outlined below - you cannot offer incentives to change a review, which is why we only ask them to change it if they accept our apology. We never ask them to change it on the basis of receiving a full/partial refund or replacement.
If they don't reply, then we'll explain the reason behind the delay on the Respond to Feedback option on the feedback, highlighting the cause. At least this way, if anyone reads your feedback, they'll see that it wasn't a seller issue.
Seller_V6DKYyRKqyUtD
Negative feedback is always a pain for all sellers how ever don't be two dishearten because a late delivery complain by a customer will unlikely change a buyer;s intention to order your product if they really wants it. We understand that people winge about God knows everything. All customers will never be happy.
Seller_gm4dtnwkbHJUi
Welcome to the world of Amazon where nothing you do is ever sufficient
