Feedback Manager FAILED Again – Penalized for Buyer Not Reading Listing!
Hi Moderators,
I'm reaching out here because the Feedback Manager has once again failed to remove clearly unfair and policy-violating feedback, and I urgently need your help.
Case ID: 11280267532
Here’s what happened:
A customer ordered a product that is clearly described as plastic bottles — the word “plastic” is mentioned in both the title and description. However, the buyer later submitted a return request stating:
"I assumed I ordered glass bottles."
This is entirely a buyer mistake not a fault with the product or with our service. Still, as a gesture of goodwill, I offered to accept the return, following Amazon’s rules, with the condition that the buyer covers original and return shipping since we were not at fault.
In response, the customer left the following negative feedback:
"I think it’s so unreasonable that if you’re not happy with your goods that you should have to pay original shipping and return shipping."
This feedback is NOT related to our service. It’s a personal opinion about Amazon’s return policy and an attempt to shift blame for a mistake the buyer made by not reading the listing.
Despite this, Feedback Manager rejected our removal request.
How is this fair? Sellers are being punished publicly for things we didn’t do and Amazon's automated tools are failing to protect us from misuse of the feedback system.
I am respectfully asking you to step in and escalate this.
We followed all policies, acted professionally, and still got hit with damaging feedback for something that was not our fault.
This kind of situation makes it feel like sellers are left completely unsupported.
Thank you in advance for taking the time to look into this.
Sakura_Amazon_
Feedback Manager FAILED Again – Penalized for Buyer Not Reading Listing!
Hi Moderators,
I'm reaching out here because the Feedback Manager has once again failed to remove clearly unfair and policy-violating feedback, and I urgently need your help.
Case ID: 11280267532
Here’s what happened:
A customer ordered a product that is clearly described as plastic bottles — the word “plastic” is mentioned in both the title and description. However, the buyer later submitted a return request stating:
"I assumed I ordered glass bottles."
This is entirely a buyer mistake not a fault with the product or with our service. Still, as a gesture of goodwill, I offered to accept the return, following Amazon’s rules, with the condition that the buyer covers original and return shipping since we were not at fault.
In response, the customer left the following negative feedback:
"I think it’s so unreasonable that if you’re not happy with your goods that you should have to pay original shipping and return shipping."
This feedback is NOT related to our service. It’s a personal opinion about Amazon’s return policy and an attempt to shift blame for a mistake the buyer made by not reading the listing.
Despite this, Feedback Manager rejected our removal request.
How is this fair? Sellers are being punished publicly for things we didn’t do and Amazon's automated tools are failing to protect us from misuse of the feedback system.
I am respectfully asking you to step in and escalate this.
We followed all policies, acted professionally, and still got hit with damaging feedback for something that was not our fault.
This kind of situation makes it feel like sellers are left completely unsupported.
Thank you in advance for taking the time to look into this.
Sakura_Amazon_
18 replies
Seller_IQo80d99W2DzP
Amazon will not remove that feedback.
It is not one of their four reasons to remove.
It is vastly unfair, that they allow Sellers that conform to their terms, to then get bad feedback, but they will just say that is what the Buyer feels, so can add bad feedback.
Your only chance is to plead with the Buyer to remove the feedback. Explain these are Amazon terms when anyone buys anything, and maybe offer a discount if he buys what is required (NOT for removing the feedback).
To note, the law says: If the Buyer returns within 14 days of the item being received, then you cannot charge for shipping (if after 14 days, then you do not have to refund any shipping charges). If you offer 'free' shipping, you cannot make a charge even if a Buyer returns as unwanted.
Return postage is charged for unwanted items, as per Amazon policy.
If outside of the UK, different terms apply.
Seller_ZJhFeE3tNKzfh
Its unlikely to be removed unfortunately. But if you do want a monderator to read it - you do need to actually tag them in. Hit the @ key on your keyboard, type the name and then you have to select their name from the dropdown.
However do take care on deducting the costs of outbound shipping. This can only be done if the return was requested after 14 days of receipt of the item if the return reason was change of mind.
Seller_6HXPDZ2n6YG3n
@Spencer_Amazon@Sakura_Amazon_@JiAlex_Amazon @Ezra_Amazon @Julia_Amzn @Sarah_Amzn
Please have a look this
Thank You
