Is it possible to remove negative seller feedback due to courier delays?
Hi there - is there a way to strike through seller feedback left for seller-fulfilled orders due to courier delay?
I've recently received 2 negative feedbacks for items not received which were delivered after the feedbacks were made; one arrived 2 days late (the day after the feedback was left), the other was delivered 3 days late and I ended up reaching out to send a replacement to the buyer for good customer service (both are now marked as delivered but the feedback hasn't changed and I haven't heard anything else from the buyer). I send 2nd Class Large Letter BPL and have my Royal Mail account linked to Amazon, but I purchase postage directly through the Royal Mail.
In the past, Amazon has automatically struck through negative feedback after the tracking shows delivered (with the comment "The fulfilment issues associated with this order were not due to the seller"), but these were left before the tracking updated. I thought I could strike through these due to courier delay, that the comment is now incorrect and the fact I use Amazon's Shipping Setting Automation (which says it protects me from delays), but nothing has worked. I have tried appealing these in the feedback manager (there is no way to appeal these there) as well as Seller Support (who say they cannot help me at all with feedback).
I have also tried putting in a delay claim with the Royal Mail as proof of courier fault. However, for one of these, it was delivered in 4 days and I believe you can only place a claim if it has taken over 6 days.
I cannot see anywhere where I can appeal these, yet they are now putting my account at risk of deactivation. If anyone can help me, it would be really appreciated.
Is it possible to remove negative seller feedback due to courier delays?
Hi there - is there a way to strike through seller feedback left for seller-fulfilled orders due to courier delay?
I've recently received 2 negative feedbacks for items not received which were delivered after the feedbacks were made; one arrived 2 days late (the day after the feedback was left), the other was delivered 3 days late and I ended up reaching out to send a replacement to the buyer for good customer service (both are now marked as delivered but the feedback hasn't changed and I haven't heard anything else from the buyer). I send 2nd Class Large Letter BPL and have my Royal Mail account linked to Amazon, but I purchase postage directly through the Royal Mail.
In the past, Amazon has automatically struck through negative feedback after the tracking shows delivered (with the comment "The fulfilment issues associated with this order were not due to the seller"), but these were left before the tracking updated. I thought I could strike through these due to courier delay, that the comment is now incorrect and the fact I use Amazon's Shipping Setting Automation (which says it protects me from delays), but nothing has worked. I have tried appealing these in the feedback manager (there is no way to appeal these there) as well as Seller Support (who say they cannot help me at all with feedback).
I have also tried putting in a delay claim with the Royal Mail as proof of courier fault. However, for one of these, it was delivered in 4 days and I believe you can only place a claim if it has taken over 6 days.
I cannot see anywhere where I can appeal these, yet they are now putting my account at risk of deactivation. If anyone can help me, it would be really appreciated.
0 replies
Seller_0dRmnrqHjhFKd
I just wanted to add a screenshot of a reply from Seller Support that told me to create a new case with the affected order ID's, but I have tried this and have only received automated responses telling me to go through Feedback Manager which doesn't work.
Seller_rGtEcZnu0JTRD
Unfortunately you are not likely to get these removed, Amazon normally only strike-through for FBA, and the reason they do this is because they fulfilled the order, and hence the feedback was for them.
As you are purchasing your own postage from Royal Mail, then you have chosen them as your courier, and hence are responsible in Amazons eyes for the delays in packages getting to your customers. therefore the feedback is considered genuine if they have stated that delivery was late.
Seller_IQo80d99W2DzP
If you use Buy Shipping, then you can appeal any feedback, but only if about shipping, if they mention anything else about teh Seller, then then won't remove (even if it is something good). If the Buyer mentions the Product, so a Product Review, they may still remove.
If Buy Shipping not used, then Amazon won't remove the feedback, even if it is on time.
(You may use Buy Shipping, and it charge to your RM Account, as long as booked via Amazon).
If the item arrives late, the Buyer can often get as a Free item as well, so be careful, it maybe worth charging more and using a faster delivery, or show a slower delivery time.
To Appeal, you need to be specific, and go to the Appeal from Feedback Manager section (Drop Down top left = Performance)
