Pathetic Amazon seller support and feedback left by mistake
A customer recently left us negative feedback by his own admission by mistake, he bought two items, one from amazon.co.uk, and one from us on the same order. Our order was shipped and delivered before the earliest expected delivery date. The order from amazon did not arrive, so the customer emailed them and was promised a delivery date which again failed. Understandably the customer then left a negative feedback, unfortunately this was mistakenly left against us. I rang the customer who apologised and said he would amend the review. However they haven’t and their phone number has now disappeared from the order details page so I cannot call back. I have also emailed them very politely twice without a reply.
So my next step was to open a case log and present my evidence to amazon seller support to have the feedback removed. I have provided proof that the order was received by the customer on time before he left feedback saying the order had not yet arrived, and also proved that I did not have any email contact with the customer about the missing order prior to him leaving the feedback so he was clearly contacting another party about the missing item who made false promises on the delivery date.
Amazon seller support are nothing short of useless, I have had to open 4 cases about the issue as they obviously do not even look at what I have written and reply with a standard template email denying the removal because it does not meet the removal criteria. I have spoken to them on the phone twice but they just bounce the issue back to the feedback removal team and I get the same standard email back that does not address any of the points I have made or questions I have asked. I even tried escalating this as a complaint against the feedback removal team, but have just received an email supposedly from a member of the lead team regurgitating the same standard waffle with not a single point addressed.
I’m now lost and very angry. I can take negative feedback from a customer even if I don’t agree with it, but find it unfair that we have to swallow negative feedback that isn’t even ours. Does anyone have any suggestions of what I can do next to have this removed as I may as well ask my dog to remove the feedback as amazon seller support? Thanks in advance, Bri.
Pathetic Amazon seller support and feedback left by mistake
A customer recently left us negative feedback by his own admission by mistake, he bought two items, one from amazon.co.uk, and one from us on the same order. Our order was shipped and delivered before the earliest expected delivery date. The order from amazon did not arrive, so the customer emailed them and was promised a delivery date which again failed. Understandably the customer then left a negative feedback, unfortunately this was mistakenly left against us. I rang the customer who apologised and said he would amend the review. However they haven’t and their phone number has now disappeared from the order details page so I cannot call back. I have also emailed them very politely twice without a reply.
So my next step was to open a case log and present my evidence to amazon seller support to have the feedback removed. I have provided proof that the order was received by the customer on time before he left feedback saying the order had not yet arrived, and also proved that I did not have any email contact with the customer about the missing order prior to him leaving the feedback so he was clearly contacting another party about the missing item who made false promises on the delivery date.
Amazon seller support are nothing short of useless, I have had to open 4 cases about the issue as they obviously do not even look at what I have written and reply with a standard template email denying the removal because it does not meet the removal criteria. I have spoken to them on the phone twice but they just bounce the issue back to the feedback removal team and I get the same standard email back that does not address any of the points I have made or questions I have asked. I even tried escalating this as a complaint against the feedback removal team, but have just received an email supposedly from a member of the lead team regurgitating the same standard waffle with not a single point addressed.
I’m now lost and very angry. I can take negative feedback from a customer even if I don’t agree with it, but find it unfair that we have to swallow negative feedback that isn’t even ours. Does anyone have any suggestions of what I can do next to have this removed as I may as well ask my dog to remove the feedback as amazon seller support? Thanks in advance, Bri.
7 replies
Seller_EJIX7rqDNQJi2
Unfortunately, feedback being left by a mistake is not listed among Amazon’s criteria for removal, therefore it shouldn’t be removed:
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The feedback includes words commonly understood to be obscene or profane.
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The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
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The entire feedback comment is a product review.
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The entire comment relates explicitly to fulfillment and service for an order fulfilled by Amazon.
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The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services.
I can only suggest you to keep communicating with the buyer and ask him to remove the rating or write a polite comment as a response to show all potential customers that you weren’t at fault.
But based on the everyday threads on this forum, there are still sellers who manage to have literally any negative removed as they are willing to spend hours reopening cases and eventually find a badly trained rep who will comply.
So don’t give up. If it’s so important for you, keep trying and maybe you will get lucky.
Seller_xUKHc5xSYJmI4
Unfortunately the criteria for removal does not apply even if it is the customer error and also contacting the customer by telephone is also prohibited. Catch 22.
Seller_kWD9DW6AxEDSE
Had the same thing, incredibly frustrating when a customer has left us negative feedback about getting an incorrect book, when 1, we don’t sell books, and 2, they ordered some socks from us. Amazon won’t remove the feedback, closed the case, and I can’t re-open it.
Seller_meZmgYcw6aB0h
Thanks all, if nobody has managed a positive result for similar things it is looking bleak. The ironic thing in my case is that the feedback is meant for an order fulfilled by amazon so even by their own criteria it should be removed, the problem is they are too lazy to investigate this. A terrible service for the money they make from us all.
Seller_MY9Q2p66Nnd6z
This is a common problem that I get, especially since my sales have increased significantly… sadly nothing you can really do about it, and from previous experience Amazon will not remove after logging a removal request! Contacting the customer generally does not help. Its very much just carry on and hope that other customers do not make the same mistake.
