AI Unable to Identify Product Review Feedback
Customer correctly received item specified in order 702-6216162-4073845, and left feedback that is entirely a product review:
"The shoes I ordered were not true to size! They should have been a size 10 but fit like a size 9. I ended up having to order the next size up!"
Request to have the review struck from Seller feedback was erroneously denied. Case manager repeated the error noting "Comments about the product description's accuracy or the product's condition or both will be retained because sellers are responsible for delivering a product that matches to the description on the product detail page."
Item was described and delivered in full accordance with manufacturer specification for this item. Customer misinterpretation or disregard for manufacturer size charts are not a seller issue.
Case was locked by Amazon and could not be re-opened. Chatbot suggested requesting removal from the feedback page, which by this point had failed twice.
Aggravating AI loop here. We've so far unsuccessfully requested that an actual human read and interpret this customer's product review for what it is.
AI Unable to Identify Product Review Feedback
Customer correctly received item specified in order 702-6216162-4073845, and left feedback that is entirely a product review:
"The shoes I ordered were not true to size! They should have been a size 10 but fit like a size 9. I ended up having to order the next size up!"
Request to have the review struck from Seller feedback was erroneously denied. Case manager repeated the error noting "Comments about the product description's accuracy or the product's condition or both will be retained because sellers are responsible for delivering a product that matches to the description on the product detail page."
Item was described and delivered in full accordance with manufacturer specification for this item. Customer misinterpretation or disregard for manufacturer size charts are not a seller issue.
Case was locked by Amazon and could not be re-opened. Chatbot suggested requesting removal from the feedback page, which by this point had failed twice.
Aggravating AI loop here. We've so far unsuccessfully requested that an actual human read and interpret this customer's product review for what it is.
7 replies
April_Amazon
Hello @Seller_C6EDEq9O6hq29,
I can see how this is aggravating and confusing for you. I believe you are a conscientious seller who is trying to provide the best product and service.
I will try and provide some general guidance. For greater detail concerning your specific situation, please provide an ASIN, Case ID or Performance Notification. With that information and the help from an internal team, I am able to research in greater detail.
This is what I found: Resolve or respond to buyer feedback
I do understand you believe the Buyer feedback was a product review and not truly feedback. I am sure you then added a response to the feedback, correct? This is your best option due to the way this feature is designed to work. See: Can Amazon remove buyer feedback?
This in part states:
Removal of feedback
Amazon will remove feedback only in the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
I hope this provides some additional clarity this feature.
I look forward to your response. Thank you for reaching out on the Forums.
April
