Is Amazon Changing Its Feedback Removal Policy? My Case Seems Unfair!
Hello fellow sellers,
I recently encountered an issue with a feedback comment that I believe violates Amazon's Feedback Policy, yet both my initial request for removal and appeal were denied.
Here’s what happened:
A buyer left the following feedback:
"The plugs did not work, probably my bad not carefully making sure it was the correct plugs."
To me, this clearly refers to the product and not my service as a seller. The customer even admits it was their mistake. As you might have guessed, the customer returned the item, and upon inspection, it works perfectly. According to Amazon’s Feedback Guidelines, comments about the product (not the seller) were previously eligible for removal.
However, when I submitted a request to Amazon, they responded:
"We regret to inform you that we are unable to remove this feedback, since the feedback you received was not in violation of our guidelines."
I’m confused—has Amazon changed its feedback removal criteria?
Have you experienced something similar?
Do you think this feedback should have been removed?
I hope this post reaches a moderator who can review my case or clarify the guidelines. Case ID: 16863955061
Your insights and experiences would be greatly appreciated.
Is Amazon Changing Its Feedback Removal Policy? My Case Seems Unfair!
Hello fellow sellers,
I recently encountered an issue with a feedback comment that I believe violates Amazon's Feedback Policy, yet both my initial request for removal and appeal were denied.
Here’s what happened:
A buyer left the following feedback:
"The plugs did not work, probably my bad not carefully making sure it was the correct plugs."
To me, this clearly refers to the product and not my service as a seller. The customer even admits it was their mistake. As you might have guessed, the customer returned the item, and upon inspection, it works perfectly. According to Amazon’s Feedback Guidelines, comments about the product (not the seller) were previously eligible for removal.
However, when I submitted a request to Amazon, they responded:
"We regret to inform you that we are unable to remove this feedback, since the feedback you received was not in violation of our guidelines."
I’m confused—has Amazon changed its feedback removal criteria?
Have you experienced something similar?
Do you think this feedback should have been removed?
I hope this post reaches a moderator who can review my case or clarify the guidelines. Case ID: 16863955061
Your insights and experiences would be greatly appreciated.
6 replies
Seller_CW0P5hgbsiqWX
Most likely the feedback is there to stay, so make sure you respond, setting things straight. How with that said....
It does sound like a full product review, however there is more going on here when you submit a case for removal. Your case is only as good as to how well it was made for removal.
We have had those types of feedback removed by opening a case containing one sentence. No fluff, or any extra wording or complaints. The one sentence we use is...
This is a full product review and belongs in the Product Review Section of the Amazon Page, not the personal seller feedback section.
Josh_Amazon
Hello @Seller_RbbMeVjYN6ZN8,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand the situation you are experiencing with this feedback removal request. Thank you so much for providing all the information and the case ID. I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
