Urgent: Moderator Intervention Needed for Unfair Negative Feedback Dispute!
We are reaching out with an urgent request for assistance from fellow sellers and intervention from the moderators regarding the unfair and false negative feedback we received. Despite our numerous detailed explanations, Seller Support has continuously denied our requests using the same template response, clearly without reading our explanations.
We have repeatedly asked for the case to be escalated to the leadership team, but our requests have been met with the same template denial. Is Seller Support allowed to ignore an escalation request?
This situation involves a customer who bought an expensive product that we shipped via Buy Shipping with DPD. The item was delivered the next day. The customer insisted she did not receive it, leading to many communications until she gave up. Nearly three months later, she sent a message and left negative feedback, claiming that part of the machine was missing and that without this main part, the machine is useless. Her feedback essentially states this part is missing. We wrote to her three times, but she did not respond and there is no phone number. It’s a 100% false claim, yet Amazon Seller Support will not assist and keeps sending the same template response. We are struggling to understand how they are supporting the sellers!
We need a moderator to look into this urgently.
3 replies
Seller_ZJhFeE3tNKzfh
But it might be entirely plausible that a factory sealed unit is missing a part or was damaged. That doesn't make it false. Though obviously it could stil be false.
To be fair, you've left polite, factual feedback - I'd say thats as much as you can do really. Especially as, looking at your Seller Feedback, a single negative isn't really impacting your account. You've got 1 negative in 12 months. Me personally, if I had that level in 12 months, I'd be delighted.
Its also actually against amazon policy to try to get feedback removed outside of the feedback manager tool and ensuing case. I don't agree with that, but that is the policy.
