As anyone else been inundaded with absolutely ridiculous feedbacks recently?
Hello everyone. I understand that the feedback system is there to allow customers to see if they want to do business with a seller or not.
However, the system that filters whether or not a feedback is something that is controlled by the seller is absolutely broken.
The most recent negative feedback we received, claimed that they were charged for shipping, even though the item was advertised as free shipping.
This is completely ridiculous, because as you know, we, sellers, can't charge anything extra to a customer that they did not agree too, by choosing their shipping options during check-out.
We have never advertised our items with free shipping, however, other sellers do, so when customers end up at check-out, they don't look at the different shipping options, and end up choosing faster, but not free shipping.
How is this representative to us, as the seller? We didn't force them to choose our shipping template, we didn't hide any fees, and we clearly advertised our shipping fees on Amazon, as it is mandatory and obligatory.
For order 701-0834769-2386662 , there are many options, for size per example. Customer looks at a bigger size, end up at checkout, is offered size and shipping option, chooses the cheapest, because they don't realize it changes the size, then when they receive the small item, they write a feedback stating that we tricked them.
There needs to be an actual human being handling the feedback removal requests.
Having our buy-box directly linked and affected to our feedback % and ODR while no one can take clear action of feedbacks that have absolutely nothing to do with the selling part of the experience is a bad system.
If anything, it's the Amazon UI that confuses the customers, not our delivery system, times, and quality of items.
As anyone else been inundaded with absolutely ridiculous feedbacks recently?
Hello everyone. I understand that the feedback system is there to allow customers to see if they want to do business with a seller or not.
However, the system that filters whether or not a feedback is something that is controlled by the seller is absolutely broken.
The most recent negative feedback we received, claimed that they were charged for shipping, even though the item was advertised as free shipping.
This is completely ridiculous, because as you know, we, sellers, can't charge anything extra to a customer that they did not agree too, by choosing their shipping options during check-out.
We have never advertised our items with free shipping, however, other sellers do, so when customers end up at check-out, they don't look at the different shipping options, and end up choosing faster, but not free shipping.
How is this representative to us, as the seller? We didn't force them to choose our shipping template, we didn't hide any fees, and we clearly advertised our shipping fees on Amazon, as it is mandatory and obligatory.
For order 701-0834769-2386662 , there are many options, for size per example. Customer looks at a bigger size, end up at checkout, is offered size and shipping option, chooses the cheapest, because they don't realize it changes the size, then when they receive the small item, they write a feedback stating that we tricked them.
There needs to be an actual human being handling the feedback removal requests.
Having our buy-box directly linked and affected to our feedback % and ODR while no one can take clear action of feedbacks that have absolutely nothing to do with the selling part of the experience is a bad system.
If anything, it's the Amazon UI that confuses the customers, not our delivery system, times, and quality of items.
4 replies
Lucre_Amzn
Hello @Seller_tsSwrJCNEEJjv
Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.
I understand you have had a few feedbacks that should be removed because of errors at checkout from the buyer.
I reviewed the feedback on the order ending on 662, while I agree that there are many factors that could have contributed to the buyer getting a smaller size, this feedback is not eligible for removal as it is explicitly related to the buyer experience when they got the item, and we don't have any objective evidence that the buyer actually selected the wrong size.
Additionally, this feedback isn't related to the initial shipping costs but the return shipping cost instead, which the buyer doesn't agree to. But a buyer not agreeing to paying the return shipping cost isn't a valid reason to remove their feedback.
It is our commitment that the website shows as much information from the actual buyers so that other buyers can make informed decisions. If we remove all feedback just because we believe there can be other reasons for the buyer to have a negative experience, then the feedback will not be transparent, which is one of the main reasons to have a specific feedback section.
Is there any other order that you want me to review the feedback? If eligible, please know I'll be the first person to advocate for that removal.
Regards,
Lucre_Amazon
Lucre_Amzn
Hello @LeMondeduFoyer
Thank you very much for following up on the case. I reviewed the new orders you sent, and I agree with you, these are all product reviews.
I've got in contact with our specialist team requesting the removal, and they confirmed it's approved for the orders ending in 0233 and 9045. For the other orders, feedback had already been removed.
Happy I was able to help! Please let me know if you need anything else from me.
Regards,
Lucre_Amazon
