I Got Bad Feedback for Amazon Customer Service
I've been selling here for 12 years, but the way Amazon handled this feedback left me scratching my head!
A customer requested cancelation of an order before it was shipped, so we canceled within an hour of her request. She then left a one-star feedback on our account as follows:
"If I recall correctly, I cancelled this order within an hour or so after placing it. Amazon sent me a confirmation an hour or so after that. However, my credit card had a pending charge that I tried to get Amazon to check on yesterday (Sept. 9). Amazon customer service said they couldn't look into it without a bank transaction number to go with the charge. Out of characters for ... Grrr"
Of course this was about Amazon customer service, not ours, since we did what she requested of us. I tried to have the feedback removed, got the same old canned response, then appealed (case #13792054191) but to no avail. Is there any hope of having this removed? We clearly handled this as we should have and now are being punished for it with bad feedback.
I Got Bad Feedback for Amazon Customer Service
I've been selling here for 12 years, but the way Amazon handled this feedback left me scratching my head!
A customer requested cancelation of an order before it was shipped, so we canceled within an hour of her request. She then left a one-star feedback on our account as follows:
"If I recall correctly, I cancelled this order within an hour or so after placing it. Amazon sent me a confirmation an hour or so after that. However, my credit card had a pending charge that I tried to get Amazon to check on yesterday (Sept. 9). Amazon customer service said they couldn't look into it without a bank transaction number to go with the charge. Out of characters for ... Grrr"
Of course this was about Amazon customer service, not ours, since we did what she requested of us. I tried to have the feedback removed, got the same old canned response, then appealed (case #13792054191) but to no avail. Is there any hope of having this removed? We clearly handled this as we should have and now are being punished for it with bad feedback.
0 replies
Troy_Amazon
Hi @MountainGirl,
I understand you have requested feedback removal from one of your orders. Amazon will typically only remove feedback if it contains profanity, gives out seller specific identity information, or is a product review.
The review team may "strike" the feedback if it can be shown the issue was an Amazon error. You can request further review by utilizing the Feedback Manager option within your account. You can also find further information regarding the feedback removal policy here.
Please continue to reach out the community for further assistance.
Regards,
Troy