Title: 1 Star Review - 100% Amazon Faulted for Giving Used Item to New Customer
Order No.: 114-0579430-6417064
Hello Sellers,
I’m facing an issue with Amazon FBA, and I hope someone here has advice or insights.
Situation:
I exclusively use Amazon FBA to handle my orders. A customer recently received a used item with a dirty filter and left a 1-star review. Upon investigating, it appears that Amazon FBA classified a customer-damaged return as "sellable" and then shipped it to a new customer.
Concerns:
1-Star Review Issue:
The 1-star review is about the item's condition (used and dirty), which is a direct result of Amazon's handling.
This review violates Amazon's Community Guidelines because it doesn't reflect the product quality or functionality but focuses on fulfillment and condition.
Impact on Customer Satisfaction:
The customer is understandably upset. This situation is tarnishing my brand’s reputation, despite it being entirely Amazon’s error.
Requests:
Remove the 1-Star Review:
Since the review is about the condition (caused by Amazon) and not the product itself, it should be removed for violating the review policy.
Resolution for the Customer:
Amazon should send a new-condition replacement to the customer at no cost.
As a seller, I depend solely on FBA to ensure quality service, and this issue should be resolved by Amazon, not at my expense.
I’ve reached out to Seller Support but haven’t received a satisfactory response yet. If anyone has faced a similar situation or has suggestions on how to escalate this, I’d appreciate your help.
Thank you!
Title: 1 Star Review - 100% Amazon Faulted for Giving Used Item to New Customer
Order No.: 114-0579430-6417064
Hello Sellers,
I’m facing an issue with Amazon FBA, and I hope someone here has advice or insights.
Situation:
I exclusively use Amazon FBA to handle my orders. A customer recently received a used item with a dirty filter and left a 1-star review. Upon investigating, it appears that Amazon FBA classified a customer-damaged return as "sellable" and then shipped it to a new customer.
Concerns:
1-Star Review Issue:
The 1-star review is about the item's condition (used and dirty), which is a direct result of Amazon's handling.
This review violates Amazon's Community Guidelines because it doesn't reflect the product quality or functionality but focuses on fulfillment and condition.
Impact on Customer Satisfaction:
The customer is understandably upset. This situation is tarnishing my brand’s reputation, despite it being entirely Amazon’s error.
Requests:
Remove the 1-Star Review:
Since the review is about the condition (caused by Amazon) and not the product itself, it should be removed for violating the review policy.
Resolution for the Customer:
Amazon should send a new-condition replacement to the customer at no cost.
As a seller, I depend solely on FBA to ensure quality service, and this issue should be resolved by Amazon, not at my expense.
I’ve reached out to Seller Support but haven’t received a satisfactory response yet. If anyone has faced a similar situation or has suggestions on how to escalate this, I’d appreciate your help.
Thank you!
1 reply
Quincy_Amazon
Hello @Seller_WBVmKcucYX3kM
Thank you for posting your inquiry to the Forums.
I understand that you have received reviews that you believe violate our Community Guidelines. In this case, you can utilize the Report Abuse button next to the review to report it. Please note that you can also send email an to community-help@amazon.com, specifying the location of the content and the reason you believe it violates the guidelines.
For privacy reasons, the results of the investigations can't be disclosed, but we'll take any disciplinary actions we find appropriate.
I have included some help pages below regarding customer product reviews below for your reference if needed:
If you still need assistance, please feel free to provide the related Support case ID number and I can take a look.
Regards,
Quincy_Amazon
