Removal of a one-star feedback
Dear Amazon Support Team,
I am writing to formally request the removal of a one-star feedback left by a customer due to a delivery issue beyond our control.
The customer claimed they did not receive the package and left negative feedback. However, the latest tracking information confirms that the package was successfully delivered (screenshot attached). We also provided the customer with proof of delivery. Despite this, they continued to insist that they had not received it. To ensure customer satisfaction, we proactively issued a full refund.
It is important to note that the feedback left by the customer does not reflect our service but rather a logistics issue. Since order fulfillment and delivery fall under the responsibility of the carrier, we believe this feedback is unfairly impacting our seller rating. As per Amazon’s policy, feedback related solely to shipping issues should be eligible for removal.
We kindly request your assistance in reviewing this case and removing the feedback accordingly. Thank you for your time and support.
case ID: 10765026012
Order ID: 408-1476540-3141134
Comments: Non ho ricevuto il pacco
@Maja_Amazon @Sarah_Amzn @Spencer_Amazon @Winston_Amazon @Julia_Amazon @Sakura_Amazon_ @Simon_Amazon
Removal of a one-star feedback
Dear Amazon Support Team,
I am writing to formally request the removal of a one-star feedback left by a customer due to a delivery issue beyond our control.
The customer claimed they did not receive the package and left negative feedback. However, the latest tracking information confirms that the package was successfully delivered (screenshot attached). We also provided the customer with proof of delivery. Despite this, they continued to insist that they had not received it. To ensure customer satisfaction, we proactively issued a full refund.
It is important to note that the feedback left by the customer does not reflect our service but rather a logistics issue. Since order fulfillment and delivery fall under the responsibility of the carrier, we believe this feedback is unfairly impacting our seller rating. As per Amazon’s policy, feedback related solely to shipping issues should be eligible for removal.
We kindly request your assistance in reviewing this case and removing the feedback accordingly. Thank you for your time and support.
case ID: 10765026012
Order ID: 408-1476540-3141134
Comments: Non ho ricevuto il pacco
@Maja_Amazon @Sarah_Amzn @Spencer_Amazon @Winston_Amazon @Julia_Amazon @Sakura_Amazon_ @Simon_Amazon
8 replies
Seller_ZJhFeE3tNKzfh
As per Amazon’s policy, feedback related solely to shipping issues should be eligible for removal
This is only the case if you use Amazon buy shipping.
Seller_Ph6IZRwzgU6bq
@Maja_Amazon @Sarah_Amzn @Spencer_Amazon @Winston_Amazon @Julia_Amazon @Sakura_Amazon_ @Simon_Amazon
Hello everyone,
I posted a question some time ago, but it hasn’t received any responses yet. I would really appreciate it if someone could take a look and share any insights. I’m currently facing some challenges with this issue, and any help would be greatly appreciated.
Thank you in advance for your help!
Sarah_Amzn
Hello @Seller_Ph6IZRwzgU6bq,
This is Sarah with Amazon.
Can you please confirm if this was a Buy Shipping Services or FBA order?
Best,
Sarah.
