@Julia_Amazon

3 months ago you requested feedback from sellers on how to improve your feedback system. Here’s a prime example of why your feedback system is not fit for purpose and why the support offered to both buyers and sellers is totally trash.

On 7/9 a customer left feedback on my Spanish marketplace, I contacted the customer and resolved the issue, the customer was happy with my solution and contacted buyer customer services asking for help to remove the feedback, here is their communication:

So instead of helping the customer the customer services sent me the above message. The customer is elderly and doesn’t know how to use Amazon properly. Having wasted my time with feedback manager with the inevitable response of the feedback doesn’t fit the criteria for removal and after trying to explain how to remove the feedback to the customer as the help page (like the rest of the support offered by Amazon) is not fit for purpose. I contacted the buyer via the message system but they didn’t know how to use that either so in the end I contacted via telephone. As I explained previously the link in the help page takes you to the open order page, there is no link to the completed feedback page on that page, to find that you have to pick leave feedback from the drop down menu on another order on the open order page and then on that page above the star rating you will find the link for the completed feedback page where the feedback can then be removed. If you haven’t done this before then it’s pretty complicated. I also contacted seller support but of course they were useless as usual, after many calls the case was escalated to another department. After 10 days of waiting and my ODR rapidly rising because my sales in Spain have halved pushing up the ODR percentage I decided to find out what was taking so long to respond to something that is extremely clear cut was taking so long it turned out that my case was forwarded to Amazon Advertiser Support which has nothing to do with feedback removal. Today (17/9/24) the customer contacted me to say that they had received the order and were happy. I took the opportunity to ask them to remove the feedback again, this was the response:

As you can see they tried to remove the feedback but couldn’t understand how to do it, they directly contacted Amazon who didn’t help. Of course I contacted seller support immediately even though I knew I was wasting my time and after several hours waiting I was sent the standard response about how to use feedback manager which I had already used. I then sent a message telling the representative that I had used feedback manager and that I wasn’t asking for the feedback to be removed but the customer was asking for it to be removed. This is the response I got:

How is this acceptable? Why must I waste hours of phone and email time explaining something so easy to understand? Why have my sales got to be destroyed for days when the customer clearly has asked Amazon to assist them in removing the feedback. And on top of everything this representative is saying they know the customer wants to remove the feedback but they’re not going to do it or even assist the customer to do it. This is ridiculous. If you want to improve the feedback system here’s a tip, stop this stupidity, stop wasting seller’s time and energy with this petty garbage. I’m truly sick of this! Nowadays the only place to actually get support is here on the seller forum, it’s a waste of time contacting seller support for anything.

@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon