The robot in charge of looking at if a feedback is relevent or not needs to be updated.

We received a 1 star feedback on our sellers account, by the customer stating that the item he received is not as described, and that "we" don't accept returns. However, this whole category of items has been deemed non-returnable by Amazon, not us, we haven't set this up ourselves.

Even though this is a blatant product review, the AI in charge of removing the feedback won't see it as such.

Why are we being penalized for something that is 100% out of our control?

Is there really no human beings looking at those requests? I understand the first request being automated by AI, but after the second request, with more description and information, why is no human actually looking at it? You're going to tell me that this multi-billion company can't have a support team dedicated to their sellers?

Order ID 702-9438284-1482624