Help with voice of customer supposed complain required
Hello @Sarah_Amzn@Julia_Amazon@Winston_Amazon
I hope you are all well
I would be very welcome if one of you would please kindly be able to help me with the following issue that have come up on my account:
On ‘’voice of the customer’’ Amazon has absurdly created a customer complaint classed as ’Product condition not as expected’’ from two customer comments (not feedback, return request or review) for ASIN B0CCWXCNKS which mentioned a company that make videos (Fake Taxi – anyone can find their details online):
''Other sources
Other sources of feedback include: customer service contacts, buyer-seller messaging, seller feedback and A-Z claims.
Order ID: 203-7220438-8836304
''Fake taxi DVD delivered''
Order ID: 203-7220438-8836304
''Fake taxis delivered, or random scenes from that company.''
The listing in question has nothing to do with taxis (it is a set of 2 DVDs) and hence it further shows that this is definitely not a complaint, but the AI has clearly wrongly taken these comments as complaints, whereas the customer just mentioned this ompaniy on some communication…
I am very wary that the above may lead to a Product Authenticity Customer Complaints which can be very negative for my account health and as explained above would not only be very unfair but coming from something that it is not even a complaint and hence absurd…
Hence I would really appreciate it if these comment made by the customer which have been erroneously interpreted by Amazon (very likely by the AI) as a complaint could please be removed from my account before it leads to a Product Authenticity Customer Complaint…
I would really appreciate your help on the above three issues…
Hope this is ok…
Yours sincerely;
Ripley
Help with voice of customer supposed complain required
Hello @Sarah_Amzn@Julia_Amazon@Winston_Amazon
I hope you are all well
I would be very welcome if one of you would please kindly be able to help me with the following issue that have come up on my account:
On ‘’voice of the customer’’ Amazon has absurdly created a customer complaint classed as ’Product condition not as expected’’ from two customer comments (not feedback, return request or review) for ASIN B0CCWXCNKS which mentioned a company that make videos (Fake Taxi – anyone can find their details online):
''Other sources
Other sources of feedback include: customer service contacts, buyer-seller messaging, seller feedback and A-Z claims.
Order ID: 203-7220438-8836304
''Fake taxi DVD delivered''
Order ID: 203-7220438-8836304
''Fake taxis delivered, or random scenes from that company.''
The listing in question has nothing to do with taxis (it is a set of 2 DVDs) and hence it further shows that this is definitely not a complaint, but the AI has clearly wrongly taken these comments as complaints, whereas the customer just mentioned this ompaniy on some communication…
I am very wary that the above may lead to a Product Authenticity Customer Complaints which can be very negative for my account health and as explained above would not only be very unfair but coming from something that it is not even a complaint and hence absurd…
Hence I would really appreciate it if these comment made by the customer which have been erroneously interpreted by Amazon (very likely by the AI) as a complaint could please be removed from my account before it leads to a Product Authenticity Customer Complaint…
I would really appreciate your help on the above three issues…
Hope this is ok…
Yours sincerely;
Ripley
19 replies
Seller_ZJhFeE3tNKzfh
Its nothing more than the fact it contains the word Fake. I don't think amazon will ever program to look for the word Fake but exclude if its immediately followed by the word Taxi
As you say, its bot led. It might not come to anything - it might be an issue. They may well ask for invoices. So as long as you've got invoices to show the DVDs come from a valid supplier, you should be OK.
Seller_tLx8Dbnj2mlIb
Hello @Sarah_Amzn@Julia_Amazon@Winston_Amazon@Spencer_Amazon@Sakura_Amazon_@Simon_Amazon@Ezra_Amazon@Ash_AMZ
I'm so sorry to be a pain but it has been over a week since I started this forum thread requesting help for the issue in hand and still have not heard anything from you guys...
I would really appreciate it if one of you could please help me asap...
Yours sincerely;
Ripley :)
Sakura_Amazon_
Hello @Seller_tLx8Dbnj2mlIb,
I would like to clarify some details.
I understand that you can see this Buyer's comment in the Voice of the Customer Tool. Did you also receive a Negative Feedback like this?
Regards,
Sakura
Sakura_Amazon_
I am checking the ASIN now.
In the meantime, did you create a case with Seller Support so they could try to resolve it?
I would need the case anyway to be able to pass it for review to the partner team.
Regards,
Sakura
Sakura_Amazon_
@Seller_tLx8Dbnj2mlIb,
Can you also guide me to where you can see these comments?
I entered the Voice of the Customer tool, and there are no comments there at all.
Thank you,
Sakura
