Negative feedback left on wrong item, but Amazon won't remove.
We received 1* feedback from a buyer, who has subsequently confirmed through messages that the feedback was left on the wrong item. Despite copying their message to the feedback removal team, we received an immediate standard response, which would imply that no human has even looked at the case.
"We have reviewed your request for feedback removal. In this case, the feedback you received does not meet Amazon's criteria for feedback removal. Thus, we cannot remove the specified feedback."
It would seem that even when a buyer confirms that they have left feedback on the wrong item, Amazon do not feel that it should be removed; this makes a mockery of the whole feedback system. We took the case up with seller support whose reply included:
" It saddened us to know that our Selling Partners have to go through this. Please allow us to extend our apologies for the inconvenience it may have caused. We deeply know how this has affected your business operation. Rest assured, we are working to fix this".
This was followed a couple of line later with:
"We are sad to let you know that we do not have the option to remove the feedback as it is handled by a different team."
I'm hoping that this thread may be seen by someone from Amazon who can help remove the feedback. It is incredibly irritating to have a high feedback score (100% positive in the last 12 months) undermined in this way.
Negative feedback left on wrong item, but Amazon won't remove.
We received 1* feedback from a buyer, who has subsequently confirmed through messages that the feedback was left on the wrong item. Despite copying their message to the feedback removal team, we received an immediate standard response, which would imply that no human has even looked at the case.
"We have reviewed your request for feedback removal. In this case, the feedback you received does not meet Amazon's criteria for feedback removal. Thus, we cannot remove the specified feedback."
It would seem that even when a buyer confirms that they have left feedback on the wrong item, Amazon do not feel that it should be removed; this makes a mockery of the whole feedback system. We took the case up with seller support whose reply included:
" It saddened us to know that our Selling Partners have to go through this. Please allow us to extend our apologies for the inconvenience it may have caused. We deeply know how this has affected your business operation. Rest assured, we are working to fix this".
This was followed a couple of line later with:
"We are sad to let you know that we do not have the option to remove the feedback as it is handled by a different team."
I'm hoping that this thread may be seen by someone from Amazon who can help remove the feedback. It is incredibly irritating to have a high feedback score (100% positive in the last 12 months) undermined in this way.
0 replies
Seller_ZJhFeE3tNKzfh
It won't get removed (or its unlikely to)
Unless it meets amazons criteria for removal (and mistaken review doesn't fall under this) then its up to the customer to remove the feedback. You are allowed to provide them instructions on how to do this.
After you have contacted your customer and addressed their concerns, you can politely ask them if they can remove their negative feedback.
If the customer agrees to remove their feedback, you can provide them with these step-by-step instructions:
- Go to Leave Seller Feedback.
- Click on Completed Feedback.
- Scroll down to locate the feedback that you want to remove, and click Remove.
- Select a reason for removing the feedback, and then click Remove.
Note: You can request that a customer remove feedback. However, you cannot offer or pay any incentive to a customer for either providing or removing feedback. For more information, see Prohibited seller activities and actions.
