On 7 September a customer left me a negative feedback, I contacted the customer and resolved the issue. I sent the customer the Amazon help page link (and tried to explain how to remove the feedback as the help page is also not fit for purpose and directs customers to the open order page which doesn’t have the order on it as the order is in the completed feedback page, I know from personal experience that it is extremely confusing). On 7 September the customer contacted Amazon and requested to change their feedback. Instead of actually helping them to do this Amazon sent me this message:

The message clearly says that they want to remove the feedback. I went through feedback manager even though I know it is a complete waste of time and not fit for purpose, sure enough the feedback was not removed so I contacted Seller Support (also useless), they’re answer was that feedback can only be removed through feedback manager. After several contacts I finally got someone who said they would escalate the case. This was on 8 September, today is now 12 September and I am still waiting for some response, I don’t understand why something so simple and clear cut should take 4-5 days to be resolved? The customer is literally asking Amazon to help them to change their feedback, why has Amazon contacted me, why can’t they just help the customer? In the meantime I am experiencing a drop in sales in the Spanish marketplace as my ODR is over 1%, I just fixed the ODR a few days earlier. It’s so frustrating that something so simple can take so long to resolve. Case ID: 10180793632

@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon