Seeking Suggestions Regarding Negative Feedback
I recently encountered a situation that I believe could benefit from the collective wisdom of our community.
A customer initially claimed that an item was lost, but upon providing proof of delivery, they requested to return the item, mentioning concerns about the "description on the website." Despite accommodating their request promptly and professionally, the customer left negative feedback, citing issues with the courier service.
The comment, "They use Royal Mail... the worst and most unreliable courier service there is !!" is not only inaccurate, as we consistently use reliable services, but it also seems to misrepresent the situation.
I reached out to Amazon to request the removal of the feedback, providing evidence of the resolution process and the accuracy of our courier service. Unfortunately, the request was declined.
I am now seeking your valuable insights and suggestions on how to handle such situations effectively. Has anyone faced a similar challenge, and if so, how did you address it? Any advice on appealing negative feedback or navigating such incidents would be greatly appreciated.
Thanks
Thank you all for your time and assistance.
Seeking Suggestions Regarding Negative Feedback
I recently encountered a situation that I believe could benefit from the collective wisdom of our community.
A customer initially claimed that an item was lost, but upon providing proof of delivery, they requested to return the item, mentioning concerns about the "description on the website." Despite accommodating their request promptly and professionally, the customer left negative feedback, citing issues with the courier service.
The comment, "They use Royal Mail... the worst and most unreliable courier service there is !!" is not only inaccurate, as we consistently use reliable services, but it also seems to misrepresent the situation.
I reached out to Amazon to request the removal of the feedback, providing evidence of the resolution process and the accuracy of our courier service. Unfortunately, the request was declined.
I am now seeking your valuable insights and suggestions on how to handle such situations effectively. Has anyone faced a similar challenge, and if so, how did you address it? Any advice on appealing negative feedback or navigating such incidents would be greatly appreciated.
Thanks
Thank you all for your time and assistance.
2 replies
Seller_ZJhFeE3tNKzfh
Unfortunately Amazon only removes feedback in the following cases:
- The feedback includes obscene language.
- The feedback includes seller-specific personally identifiable information.
- The entire feedback comment is a product review.
- Strike through feedback if it is regarding fulfilment or customer service for an order fulfilled by Amazon.
So your main hope would be is if you used Buy Shipping, if you did, you should appeal that as per amazons policy, the comment is regarding fulfilment and you used Buy Shipping.
Otherwise, it is unlikely to be removed. You should just leave a factual polite response. Its unfair, and I agree its an unfair comment on Royal Mail, but everyone gets these customers at some point.
Seller_r1BWHFE9Q49m3
As an Amazon seller it's so frustrating when customers leave negative feedback for products when the problem is with the couriers/post.
However as an Amazon customer, whenever I read negative feedback that's based on the couriers rather than the products, I just assume that the reviewer is a bit thick, and it doesn't put me off buying the product at all. In fact, I actually LIKE to see some negative feedback for products, because that indicates to me that the seller and product are genuine and honest. If I see a product that only has 5-star reviews, I often wonder if the seller has done something sneaky like arranging to pay for reviewers.
As @Seller_ZJhFeE3tNKzfh says, if you used Buy Shipping to get the Royal Mail postage then it might be worth appealing for Amazon to strike through the feedback based on it being a fulfilment issue - but otherwise I wouldn't even leave a reply to the customer's comment. Hopefully it will be very clear to other potential customers that the problem is not with the product itself but with the courier.
Try to read the review/comment from a customer's point of view rather than as a seller. If you genuinely think the comment would prevent other potential customers from buying, then yes, it might be worth replying to their comment, but usually I wouldn't. The only time I have is when I put a new product on sale a couple of years ago, and for ages the only review on there was a one-star review that said "sent it back". That was actually from a customer who'd wanted three customised orders from me but had only paid for one. When I messaged them to ask for clarification, they said they wanted a refund, which I immediately sent. So in that case "sent it back" was misleading and inaccurate because I never had to send the item in the first place.
...but the strange thing is that in the meantime other people still bought from me anyway, despite only having one star for months!
All in all I would suggest that you 'pick your battles', and not stress too much about this one. There are far worse and more annoying things that can happen when you're selling with Amazon, so save your time and energy for those instead.
Good luck!
