Need Advice: Handling a Customer Order Misunderstanding and Unfair Negative Feedback
Hello Amazon Seller Community,
I am reaching out for advice on a challenging situation we recently encountered with a customer order that led to negative feedback, which we believe is unjust. I would greatly appreciate any insights or experiences you might share on how to best handle this.
Situation Overview:
- Order Details: A customer placed an order for 11 personalized cat collars, each engraved with "Daisy"
- Fulfillment: We processed and fulfilled the order exactly as it was placed.
- Customer Complaint: After receiving the collars, the customer contacted us, upset and claiming they only intended to order one collar. They were surprised by receiving 11 and the total charge.
- Customer Feedback: Subsequently, they left a negative review, stating: "This was utterly misleading. I thought I had ordered ONE cat collar for under £7.00. ELEVEN arrived and I have been charged £68.80. I am very unhappy. I do not have 11 cats and if I did they would not all be called Daisy!"
- Our Response: We explained the situation, referencing our adherence to Amazon’s policies on personalized items, which do not allow returns for refunds once sold. The policy is clearly stated on our Amazon page.
Challenges
- The negative review impacts our reputation and could potentially mislead other customers.
- The review seems to be more about the customer's mistake in ordering rather than our product or service quality.
- We have already reached out to Amazon to request the removal of this review, but we are also seeking advice on alternative ways to handle such situations.
Questions for the Community:
- Has anyone faced a similar situation with personalized products?
- How did you address the issue with the customer, especially if they made an ordering mistake?
- Are there proactive steps we can take to prevent such misunderstandings in the future?
- Any advice on dealing with Amazon regarding the removal of unfair negative feedback?
- Thank you in advance for your time and any advice you can provide. This community has always been a great resource, and I look forward to your insights
Need Advice: Handling a Customer Order Misunderstanding and Unfair Negative Feedback
Hello Amazon Seller Community,
I am reaching out for advice on a challenging situation we recently encountered with a customer order that led to negative feedback, which we believe is unjust. I would greatly appreciate any insights or experiences you might share on how to best handle this.
Situation Overview:
- Order Details: A customer placed an order for 11 personalized cat collars, each engraved with "Daisy"
- Fulfillment: We processed and fulfilled the order exactly as it was placed.
- Customer Complaint: After receiving the collars, the customer contacted us, upset and claiming they only intended to order one collar. They were surprised by receiving 11 and the total charge.
- Customer Feedback: Subsequently, they left a negative review, stating: "This was utterly misleading. I thought I had ordered ONE cat collar for under £7.00. ELEVEN arrived and I have been charged £68.80. I am very unhappy. I do not have 11 cats and if I did they would not all be called Daisy!"
- Our Response: We explained the situation, referencing our adherence to Amazon’s policies on personalized items, which do not allow returns for refunds once sold. The policy is clearly stated on our Amazon page.
Challenges
- The negative review impacts our reputation and could potentially mislead other customers.
- The review seems to be more about the customer's mistake in ordering rather than our product or service quality.
- We have already reached out to Amazon to request the removal of this review, but we are also seeking advice on alternative ways to handle such situations.
Questions for the Community:
- Has anyone faced a similar situation with personalized products?
- How did you address the issue with the customer, especially if they made an ordering mistake?
- Are there proactive steps we can take to prevent such misunderstandings in the future?
- Any advice on dealing with Amazon regarding the removal of unfair negative feedback?
- Thank you in advance for your time and any advice you can provide. This community has always been a great resource, and I look forward to your insights
2 replies
Simon_Amazon
Hello @Seller_IWK4g9qFkcf5C,
Here Simon from Amazon, happy to help.
While we wait for feedback from the other Sellers, I would like to share the following resource that might be useful for you:
-Resolve or respond to customer feedback
"In your posting, you can explain how you worked to correct the problem. Your response will not change your feedback rating, but other buyers will be able to read your explanation when they see the customer feedback."
Would you mind sharing the Order ID? I would like to take a look into it.
Best,
Simon
Seller_ZJhFeE3tNKzfh
wow - so usual customer error!
To be honest, if you have appealed for the feedback to be removed - and amazon haven't, and you've appealed again via the case - the easiest thing to do is just reply to the feedback factually and honestly. Advise that you don't handle the charges for orders - but that the order you received was for 11 cat collars, which is what was provided.
