Hi everyone,

Has anyone had any success getting an Amazon representative to remove a seller negative review when it’s clearly not your fault?

We submitted a removal request for feedback linked to order 202-7468146-8393958 via the Feedback Manager, but because the reason didn’t match any of the provided options, it was automatically declined.

The issue is that the customer requested to cancel their order, which we did within minutes, so they were never charged. Yet, they left a negative review claiming they didn’t receive a refund... The money never even left their account!

We’ve opened a case through the Support Case Manager, but the Amazon agents don’t seem to be reading it properly. They’re simply attributing it to “customer experience” since we cancelled the order. Why should we be penalised for doing exactly what the customer asked?

I even spoke with the customer on the phone and explained that they were never charged. They checked their account while we spoke, apologised, and said they would remove the review, but it’s still up. Really frustrating.

Case ID: 11192008082

Tagging in the hope someone can offer advice or help:

@Sakura_Amazon_ @Julia_Amazon @Julia_Amzn @Sarah_Amzn @Simon_Amazon