About removing negative feedback that is not the seller's responsibility
Dear Amazon Team and Fellow Sellers,
I'd like to request your insights regarding an unjustified negative feedback we recently received. Here’s the situation:
-We fulfilled the order correctly (shipped to the customer’s provided address with valid tracking).
-The package was confirmed as delivered by the carrier.
-However, the customer insists they didn’t receive it and left negative feedback.
Question: What’s the most effective way to request removal of this feedback, given that the issue isn’t seller-related? Any proven methods or communication templates would be greatly appreciated!
Thank you in advance for sharing your expertise.
Best regards,
About removing negative feedback that is not the seller's responsibility
Dear Amazon Team and Fellow Sellers,
I'd like to request your insights regarding an unjustified negative feedback we recently received. Here’s the situation:
-We fulfilled the order correctly (shipped to the customer’s provided address with valid tracking).
-The package was confirmed as delivered by the carrier.
-However, the customer insists they didn’t receive it and left negative feedback.
Question: What’s the most effective way to request removal of this feedback, given that the issue isn’t seller-related? Any proven methods or communication templates would be greatly appreciated!
Thank you in advance for sharing your expertise.
Best regards,
0 replies
Seller_Hi7wbO2Kbo6bl
If you used Amazon buy-shipping and the feedback is solely related to delivery, the feedback should be eligible for strike-through (not removal).
Quote the relevant text in your case.
Seller_9z7K85RzAOGC9
I just saw yesterday I had a customer claim they never received their order and left a 1 star review and a not so nice comment. When I went and checked, their order was delivered. Here's what happened. The order had a deliver by date of 05/07. Order shipped on 05/01 and was delivered 2 days early on 05/05, but The customer left the bad review on 05/03 four days before the deliver by date and two days before the actual early delivery date. Of course they never received it on the day they left the review, because it wasn't even supposed to be there yet!!! So they left the bad item review while the item was in transit on the 2nd day within the estimated time in transit time frame and before it was supposed to be delivered. So now I'm stuck with a bad review for everything being done right and a customer leaving a review before an item was even supposed to get there. That should be an easy one to get removed, but I just know Amazon will deny a dispute and say it's an acceptable review, because nobody actually takes the time to read the disputes and they just get auto denied. People are a trip! And of course they will never go back to update the review either even though they got great service and delivered early. Amazon should set up their review system to put a 48 hour post delivery block on reviews so customers cannot leave a review until 48 hours after the promised deliver by date and/or 48 hours after the actual delivery date, whichever comes first to avoid crap like this and have a fair review system, because it's easy for buyers that buy a lot of things on Amazon to get the dates mixed up on what items were ordered when and when they are supposed to arrive. That's basic common sense and a total fail on Amazon's side of the Amazon/Seller relationship.
