Customers complaining product is too small
We sell products by volume in litres. We make this very clear on the listing, with examples, photos, and a specific explanation of what a litre is, the difference between volume and weight etc. We offer a range of options from 1 litre to 15 litres. We have several negative reviews saying the product is too small which show up in voice of the customer as a 'very poor' experience, and I believe this harms the listings.
I don't think there is anything else we can do to make it clear. The customer buys a litre, gets a litre, then complains they got what they bought. Frustrating. I accept there are always going to be customers scamming refunds and lying. My problem is that Amazon allows these issues to harm our business rather than allow us a right of reply.
I'm guessing you'll tell me this is just another stupid thing I have to put up with if I want access to market under a global megacorp with no interest in the interests of sellers. But it shouldn't be, should it.
Customers complaining product is too small
We sell products by volume in litres. We make this very clear on the listing, with examples, photos, and a specific explanation of what a litre is, the difference between volume and weight etc. We offer a range of options from 1 litre to 15 litres. We have several negative reviews saying the product is too small which show up in voice of the customer as a 'very poor' experience, and I believe this harms the listings.
I don't think there is anything else we can do to make it clear. The customer buys a litre, gets a litre, then complains they got what they bought. Frustrating. I accept there are always going to be customers scamming refunds and lying. My problem is that Amazon allows these issues to harm our business rather than allow us a right of reply.
I'm guessing you'll tell me this is just another stupid thing I have to put up with if I want access to market under a global megacorp with no interest in the interests of sellers. But it shouldn't be, should it.
12 replies
JiAlex_Amazon
@Seller_tjfNrkjGXVN1a
I completely understand your frustration - it's genuinely maddening when you've done everything right, been completely transparent about measurements, yet still receive negative reviews from customers who got exactly what was advertised. You're not alone in this; it's a particularly challenging issue for sellers dealing with volume-based products, and it feels especially unfair when these reviews impact your metrics despite your careful attention to detail.
Here are some potential actions you can take:
- Add volumetric comparisons to common household items in your listings (e.g., "1 litre is equivalent to 4 standard cups")
- Include a prominent infographic showing size/scale
- Consider adding "Perfect for X use" descriptions to help customers visualize practical applications
- Use the "About this item" bullet points to emphasize volume measurements first
While you're correct that this is currently a systemic issue with the platform, there are some less-known options:
- You can report reviews that clearly violate Amazon's guidelines (specifically those that demonstrate customer error rather than product issues)
- Use the "Request a Review" feature selectively to help balance out negative reviews with customers who understand what they're buying
- Consider adding a product insert with a QR code linking to size/volume guides for future purchases
Any assistance, don’t hesitate to reach out to our support channel.
JiAlex
Seller_d8YGbIjNqwFxn
I had a quick look at a couple of your listings and it all looks set up okay.
The only area of confusion maybe on the main image on each of your variation listings. On the main image it says 1 To 30 Litres which maybe confusing to some customers. It is a little bit confusing anyway as the most the customer can buy is 15 litres, 30 litres doesn't seem to be an option.
I would change the main image on each variation so it showed the exact number of litres that the customer is going to receive. Remember a lot of customers base their purchase on title and the main image so these need to be as clear as possible.
I do accept though this would be a lot of work for you to do.
Also are most of your returns on FBA rather than FBM? For me FBA generates a lot more returns then FBM it always has done.
Seller_gxqYXYVlaZr6z
I completely share your frustration, we sell by size on various platforms, the measurements are clearly shown on the listings. It`s beyond me how someone can choose the size they are buying and then moan that its too small. Being able to respond to feedback would certainly help so you could point out its the customers fault and they received exactly what they asked for. Just shows the intelligence of some of the nation that we are up against.
Seller_AVteysPitiEJq
It's a common problem with us too. Despite measurements in the title and a second image with measurements on as well as in the description, my V0C is full of 'too big' or 'too small'.
Then there's the buyers to don't want to pay the postage where whatever the reason, in fashion, it's a free return at a substantial dent on our profit.
Sadly, some buyers see an image and determine the size for themselves
Seller_tjfNrkjGXVN1a
We have a customer who bought two small bags rather than one big one, complained they were too small, got a shipping label for return, then as far as we can see failed to return the products.
Automatic refunds with no confirmation of the return is a clear scam vector.
