Negative Feedback Query

Hi there,

I've got a query regarding a negative feedback we have received today I wonder if any of the mods can help with this one?

Order 204-9905966-3336307

Customer opened a return request

Buyers comment states

Buyer Comment: The length is cracked into two pieces

We tried to send them a message but it doesn't give us an option to contact them.

They later opened an a-z claim and it states awaiting customer response like amazon are asking for more information before they can look into it for the customer.

And they left us negative feedback today.

I appealed the feedback removal and stated the following from case ID

10881775462

Customer has opened a return request and stated the item is damaged, and also opened an a-z claim and it states awaiting customer response.

We wanted to send them a message so we can investigate the customer issue but there is no option to contact them and they have never contacted us directly nor send any proof the item has been damaged.

So I don't know what we are meant to do in this instance?

I understand the customer might be frustrated if an item has arrived damaged, however if we can't contact them how can we investigate the issue and when they haven't even contacted us how can we be found at fault for this issue?

Can someone please help us with this.

Many thanks

Jon

We are obviously willing to address the customers issue but if we cannot contact them I don't know what we are meant to do.

Amazon typically as always when we explained the above on the feedback removal just sent through a generic response.

Moderators - Please could any one of you kindly assist to escalate this case for further review? Thank you @Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn@Simon_Amazon @Spencer_Amazon @Winston_Amazon