Neutral Feedback Left in Error - 206-0028977-5884339
Hi,
We have a customer with order ID 206-0028977-5884339 that left a neutral feedback that was indented to be a be a message to us asking for wheabouts of their order was. Feedback reads: 'I'm not sure why my order has not been delivered nor what the problem has been please update me as to why thankyou'.
Long story short, the driver could no access the property due to roadworks in 2 occasions. I dealt with the courier all day to get the parcel delivered the same day the 'feedback' was posted and the customer was amazed by our customer service. They want to remove the feedback but they just can't manage and Amazon won't help. They say the feedabck is not within their guidelines and won't be removed but it has ruined our 5 star rating and you can clearly see it was meant to be left as a message to us and not a seller feedback!
Any advise?
Thanks
Silvia
Neutral Feedback Left in Error - 206-0028977-5884339
Hi,
We have a customer with order ID 206-0028977-5884339 that left a neutral feedback that was indented to be a be a message to us asking for wheabouts of their order was. Feedback reads: 'I'm not sure why my order has not been delivered nor what the problem has been please update me as to why thankyou'.
Long story short, the driver could no access the property due to roadworks in 2 occasions. I dealt with the courier all day to get the parcel delivered the same day the 'feedback' was posted and the customer was amazed by our customer service. They want to remove the feedback but they just can't manage and Amazon won't help. They say the feedabck is not within their guidelines and won't be removed but it has ruined our 5 star rating and you can clearly see it was meant to be left as a message to us and not a seller feedback!
Any advise?
Thanks
Silvia
0 replies
Seller_Egf9qKapM5RVU
Oh! A little bit more info. I have already requested for the feedback to be removed via the feedback removal option but we just get an automated message saying it cannot be removed as it does not meet the criteria.
When I bring this up through the Case Log, nobody seems interested in helping either.
Thanks
Silvia
Seller_ZJhFeE3tNKzfh
Unlikely you'll get it removed. Unless you used Buy Shipping?
Have you provided the customer the exact details to remove the feedback? The suggested message is...
"If you are satisfied that we have resolved your concerns, it is possible to update or remove the feedback you originally provided here.”
The URL is https://www.amazon.co.uk/hz/feedback/list which will take them directly to their left feedback.
If they still can't remove it - I'd say leave a factual response and move on.
JiAlex_Amazon
Hello @Seller_Egf9qKapM5RVU!
Thank you for your post. I checked in with the team in charge of review feedback. I got response, after second review from them, the feedback has been suppressed :)
Any assistance, don’t hesitate to reach out to our support channel.
Regards,
JiAlex
