Can buyers re-post negative feedback once removed by Amazon?
Hi
We had a buyer retaliate today and leave a negative feedback because we caught them switching the returned goods and because we confronted them to make things right and send the correct goods back (refund at first scan) we got a neg feedback AFTER the buyer had admitted the sent the wrong item back
We reported to Amazon and the feedback was removed but with this response
"We have removed the inappropriate entry and the rating. When feedback is removed, we notify the buyer and allow them to make a one-time update to their feedback and star rating."
Is this true? can they just come back and retaliate again and leave a similar negative review again?
Can buyers re-post negative feedback once removed by Amazon?
Hi
We had a buyer retaliate today and leave a negative feedback because we caught them switching the returned goods and because we confronted them to make things right and send the correct goods back (refund at first scan) we got a neg feedback AFTER the buyer had admitted the sent the wrong item back
We reported to Amazon and the feedback was removed but with this response
"We have removed the inappropriate entry and the rating. When feedback is removed, we notify the buyer and allow them to make a one-time update to their feedback and star rating."
Is this true? can they just come back and retaliate again and leave a similar negative review again?
12 replies
Seller_ZVAz3d5lZuGid
Interesting you ask that - have you seen this thread ?
https://sellercentral.amazon.co.uk/seller-forums/discussions/t/6fd63fc6-9a56-401a-bcb2-38af0810ed04?postId=f17b24d1-c700-44d2-a0cc-e1de8bc36de8
In that thread, it does sound as though, even if feedback is removed, that a customer can leave feedback again. I have asked for clarification from the forum mod, as in the past, it was only ever possible for a customer to remove a feedback and not revise/change/amend feedback, but there is some confusion with this comment as it does sound as though they can then leave further feedback for the same order. Sadly the forum mod @Angie_Amazonhas not responded to that specific query.
Sarah_Amzn
Hello @Seller_vNGUliyBfm8re,
When buyers remove their own feedback Amazon does not allow them to post a new feedback for the same transaction.
However, when the feedback is removed by Amazon, Amazon gives buyers a one-time opportunity to update their feedback and star rating.
There are many cases in which buyers violate policy in error and, once they are aware of Amazon policy, they can successfully amend the review.
Please let me know if any additional clarification is required.
Kind regards,
Sarah.
Seller_76AUwmqvSyRIM
When you say "update", do you mean "repost with a DIFFERENT star rating"? If so, how different?
So if it was a 1-star, can they update it to a 2-star, so still negative?
Sarah_Amzn
Hello @Seller_76AUwmqvSyRIM,
when the feedback is removed, Amazon notifies the buyer and allow them to make a one-time update to their feedback and star rating.
If a buyer submits invalid feedback for a second time, the feedback is removed and they are blocked from leaving any additional feedback on that transaction.
Kind regards,
Sarah.
Seller_76AUwmqvSyRIM
You haven’t really answered the question.
It sounds like they can update the feedback but leave the same star rating?
Sarah_Amzn
Yes, the buyer can leave the same star rating as before or change it, as long as the updated feedback complies with Amazon's policies.
Seller_vNGUliyBfm8re
basically means you can get an unfair/unfounded feedback removed by Amazon and then the buyer is given the chance to leave the same post again with the same crappy score with / without different wording. great system!!
Seller_GSpEWBQE8toCs
Forgive me @Sarah_Amznand @Seller_76AUwmqvSyRIM for jumping in on this.....
We were left a one star scathing review against ASIN B00O4YAPM6 on the 4th October 2023. We reported it as fake as the person has never purchased this product from us, via any channel I hasten to add. Seller Support refused to do anything about it and so we have had to live with it.
On the 25th November 2024, the same reviewer left another one star awful review, this time, against ASIN B071RD8XTK. Again, the person has never purchased this product from us via any channel and Seller Support, the MD delegation office, will not do anything.
We have suggested that someone from Amazon UK hops on the train from Waterloo down to Wokingham, we will happily collect them, and they can go through our sales records, check our phones, etc etc.
We have tried reporting the reviews and reviewer to no avail. We are the ones who are being harrassed and it is jolly upsetting. Your assistance in having both reviews removed, would be most welcome.
Kind regards
Paul & Philippa
Seller_76AUwmqvSyRIM
Amazon permits anyone to leave a product review, whether or not they have purchased the item. There is absolutely zero chance of having the reviews removed.
It’s crazy but it is what it is.
Seller_GSpEWBQE8toCs
We can but hope ;-).
Stay jolly 'n safe and may we wish you, everyone, a very Merry Christmas.
