Negative Feedback - Amazon refuse to remove - Clear violating of policy
Hi all,
Looking for some guidance on next steps if possible please. We sold Ink via FBA and the buyer has claimed the Ink is inauthentic/Fake. For context, we only source goods from Brand Manufactures or authorised distributors so this is simply not correct.
The customer has raised an IP claim (which we're appealing as we have the distributor invoice) but Seller Central are refusing to remove the negative feedback the customer has left on our Seller profile. We initially attempted automatic removal via the Feeback Manager tool however the tool didn't remove. Afterwards, I raised a Seller Central Case and again, this was rejected.
The feedback received was as follows: "I personally think this ink is fake, it's extremely thin and does not show up very dark at all. I cannot recommend this ink to anyone"
As you can see, this is clearly a product related review.
Amazon's guidelines state the following:
Since buyer feedback is a direct reflection of their Amazon shopping experience, we can only remove feedback for these reasons:
– Contains obscene language
– Contains seller–specific, personally identifiable information
– Entire feedback comment is a product review
– Entire feedback comment is about fulfilment or customer service for an order fulfilled by Amazon
I've attempted to call Seller Central, only to be told that the 'Feedback Removal Team' do not answer phonecalls.
Has anyone got any suggestions please? As this is a clear violation it should be removed. I know I can post a public reply however this shouldn't be required in this situation.
Thank you in advance,
Negative Feedback - Amazon refuse to remove - Clear violating of policy
Hi all,
Looking for some guidance on next steps if possible please. We sold Ink via FBA and the buyer has claimed the Ink is inauthentic/Fake. For context, we only source goods from Brand Manufactures or authorised distributors so this is simply not correct.
The customer has raised an IP claim (which we're appealing as we have the distributor invoice) but Seller Central are refusing to remove the negative feedback the customer has left on our Seller profile. We initially attempted automatic removal via the Feeback Manager tool however the tool didn't remove. Afterwards, I raised a Seller Central Case and again, this was rejected.
The feedback received was as follows: "I personally think this ink is fake, it's extremely thin and does not show up very dark at all. I cannot recommend this ink to anyone"
As you can see, this is clearly a product related review.
Amazon's guidelines state the following:
Since buyer feedback is a direct reflection of their Amazon shopping experience, we can only remove feedback for these reasons:
– Contains obscene language
– Contains seller–specific, personally identifiable information
– Entire feedback comment is a product review
– Entire feedback comment is about fulfilment or customer service for an order fulfilled by Amazon
I've attempted to call Seller Central, only to be told that the 'Feedback Removal Team' do not answer phonecalls.
Has anyone got any suggestions please? As this is a clear violation it should be removed. I know I can post a public reply however this shouldn't be required in this situation.
Thank you in advance,
1 reply
Seller_ZJhFeE3tNKzfh
I would agree - that should normally be removed.
Unfortunately amazon have expanded out their policy on seller feedback to basically make it easier for them to ignore.
Can Amazon remove buyer feedback?
There's a couple of points that have been added here quite recently that may be of interest.
Note: Comments about the accuracy of a product description and/or the condition of a product will be retained because sellers are responsible for delivering a product that matches what is described on the product detail page. This includes ensuring new products arrive in an undamaged, complete, and working state and used products arrive as described.
And more importantly the below - while you could escalate the issue (to say managingdirector@amazon.co.uk) it does leave your account open to deactivation
Important: You can request for feedback removal only via Feedback Manager . Contacting our Support teams via “Contact Us” or any other methods to request feedback removal, other than the Feedback Manager, may lead to account deactivation. Removal requests must be made within 90 days of the feedback submission. The system prevents feedback removal after 90 days.
