Amazon Feedback Manager Is Failing Sellers
Case : 11163124502
Today, I received a neutral feedback from a customer which reads:
"APPARENTLY THERE IS A PROBLEM WITH THE DELIVERY, CAN YOU ENLIGHTEN ME?"
The estimated delivery date for this order (ID: 204-8981519-6037168) is 4th June 2025 – and today is only 30th May 2025. The order is still well within the promised timeframe, and there are no issues from our side regarding dispatch or delivery.
Despite this, when I requested the removal of this feedback via Feedback Manager, the response I received was:
“We are unable to remove this feedback because it does not meet our guidelines for suppression.”
This is extremely frustrating. Either untrained staff or an unresponsive AI seems to be handling these requests, and it's draining us , mentally and emotionally. This kind of response feels like psychological bullying, and it must stop.
How can this feedback not qualify for removal when the item hasn't even reached its estimated delivery window?
Are buyers now allowed to leave negative or neutral feedback immediately after placing an order, and sellers are left powerless to dispute it?
What's the point of the Feedback Manager if it cannot apply basic logic to protect sellers who are actually doing everything right?
Amazon needs to urgently review how feedback suppression is handled , sellers deserve fair treatment, and the current system is not only broken but also demoralising.
@Julia_Amazon @Ezra_Amazon @Sarah_Amzn @JiAlex_Amazon
Amazon Feedback Manager Is Failing Sellers
Case : 11163124502
Today, I received a neutral feedback from a customer which reads:
"APPARENTLY THERE IS A PROBLEM WITH THE DELIVERY, CAN YOU ENLIGHTEN ME?"
The estimated delivery date for this order (ID: 204-8981519-6037168) is 4th June 2025 – and today is only 30th May 2025. The order is still well within the promised timeframe, and there are no issues from our side regarding dispatch or delivery.
Despite this, when I requested the removal of this feedback via Feedback Manager, the response I received was:
“We are unable to remove this feedback because it does not meet our guidelines for suppression.”
This is extremely frustrating. Either untrained staff or an unresponsive AI seems to be handling these requests, and it's draining us , mentally and emotionally. This kind of response feels like psychological bullying, and it must stop.
How can this feedback not qualify for removal when the item hasn't even reached its estimated delivery window?
Are buyers now allowed to leave negative or neutral feedback immediately after placing an order, and sellers are left powerless to dispute it?
What's the point of the Feedback Manager if it cannot apply basic logic to protect sellers who are actually doing everything right?
Amazon needs to urgently review how feedback suppression is handled , sellers deserve fair treatment, and the current system is not only broken but also demoralising.
@Julia_Amazon @Ezra_Amazon @Sarah_Amzn @JiAlex_Amazon
35 replies
Seller_znTeHti2qvorY
I feel your pain, truly I do. I am not sure what's happened since we first started selling, which is over 10 years ago, but it seems to me that buyers can do exactly what they want.
I have clear evidence of buyers committing fraud and theft, but as a seller of over 10 years with a good track it counts for nothing, how can that be?
The chances of speaking or live chatting with someone who can make a difference are zero.
Seller_FZJiyCoTnOJZs
Did you actually attempt to contact seller help about this?
I had a negative feedback a couple of weeks ago from a buyer whose feedback stated that their order appeared to have been held up in the post but when it finally arrived the product was excellent. 1 s)tar
When I checked the order and the tracking there had been an attempted delivery on Easter Saturday (2 days after the order was posted) and then it was actually delivered on the Tuesday after Easter.
The customer had their order well before the first Amazon estimated delivery date in spite of them not being in for the first delivery.
The auto remove thingy said the feedback couldn't be removed so I emailed the customer and asked them to remove it.
When they didn't respond I contacted seller help and the first time I got the standard bot generated refusal, so I re-opened the case and asked for the issue to be looked at by a human being and the feedback was removed almost straight away.
You could try that.
The seller support agent who performed the magical removal for me was called Sumit - obviously they received 5* feedback from me for their help.
Seller_SooKfqYdUflLd
its absolute nonsense but you have to look at the big picture most buyers are honest and will leave an excellent review in my experience
Seller_WDBlM63N2MqW9
Feedback removal is all automated!!
Simply reply to the case it generates, explaining this and i usually find it will be removed as its then looked at by a Human
Seller_OD408ZNiEUfUp
To be honest, Feedback on Amazon and ebay for that matter is no longer fir for purpose, because if anyone as the smallest issue they are onto leaving poor feedback. Yet when it all goes ok, nothing.
Because few people leave positives any more, the ratio makes seller look bad when in most cases, as in this, it is the buyer who is at fault.
Yes, I agree things like this should be removed, but they will not and hence it is no longer the tool it was meant to be.
Seller_ZxgiJzmCe4Iz2
Sadly after 18 years on amazon - each year we see a decline in amazon aiding sellers and it is draining and frustrating. I have learnt to save myself more stress and grief by not even contacting amazon anymore. Customer services is nothing short of appalling now. Contact seller and advise that amazon is the only platform that terms a neutral rating as a negative and it affects your metrics - thats of course if you can contact seller?
Seller_6HXPDZ2n6YG3n
@Julia_Amazon @Sarah_Amzn @JiAlex_Amazon
Still waiting assistance here please
Thanks
Seller_Qrqi3Gr1D0qyY
I understand that this order is seller fulfilled? There is usualy not much problems in simmilar situation with fba but personally I managed to remove negative fbm feedback on few ocasion by reopening the case with support. Most often it doesn't work but try and see as this one is entire about delivery, write to them and explain this. Did you buy postage through amazon buy shipping? If you buy through buy shipping there is a chance that they will remove it as it is said in amazon policy but you must clearly tell them as probably boot will handle this lol. You can mentioned that if they won't remove / strike through, they are acting in breach of their own policy. Good luck
Seller_QFivb25YBNqBc
Just yesterday, I purchased Royal Mail shipping from Amazon at 18:30. I was shocked to find that the delivery time given is 23:49 on the same day and 13:49 the next day.
The order came in on the very day, and my dispatch time is 3-4 days. I know some sellers have a reason to use Amazon shipping, but it's not worth the trouble at all.
Seller_6HXPDZ2n6YG3n
Information for all.
I used the Feedback Manager to request removal, but as usual, it failed. After sending three emails to the Managing Director and six follow-up messages to Seller Support, the feedback was finally removed.
Always keep seeking your justice until you get it. In amazon support so much rare to find fully trained person to help you.
