Address Undeliverable Negative Feedback Strike-Through
This is in regards to Order ID 114-4593107-9444250, Case ID 17228701441.
The buyer's address was unfortunately marked as "Undeliverable, Return to Sender" by the USPS. When the buyer messaged me about this, I immediately issued a refund after confirming the package was on the way back to me. Before my reponse, the buyer left a 1 star negative feedback, saying "Package is undeliverable!".
I double checked the feedback policy, and read the following:
"Striking of feedback
Amazon may strike-through feedback in the following cases:
The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience."
The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services. In addition to the strike-through, this statement will appear: "The fulfillment issues associated with this order were not due to the seller."".
The second situation is exactly what happened here. The FBM order was shipped with Buy Shipping, it was scanned in on time, and the entire comment is related to the undelivered order (due to the buyer using an undeliverable address).
When the automated system kept the feedback, I was sure it would be striken-through upon appeal following the policy above. Unfortunately after multiple appeals, with me quoting this policy and even attaching a PDF of it, I keep receiving canned responses saying it doesn't meet the criteria.
I was hoping a mod could look at this case. If for nothing else just to be sure someone read my concerns and can compare this situation to the stated Amazon policy.
Thanks so much for your help!
@Nano_Amazon@Roberto_Amazon
Address Undeliverable Negative Feedback Strike-Through
This is in regards to Order ID 114-4593107-9444250, Case ID 17228701441.
The buyer's address was unfortunately marked as "Undeliverable, Return to Sender" by the USPS. When the buyer messaged me about this, I immediately issued a refund after confirming the package was on the way back to me. Before my reponse, the buyer left a 1 star negative feedback, saying "Package is undeliverable!".
I double checked the feedback policy, and read the following:
"Striking of feedback
Amazon may strike-through feedback in the following cases:
The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience."
The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services. In addition to the strike-through, this statement will appear: "The fulfillment issues associated with this order were not due to the seller."".
The second situation is exactly what happened here. The FBM order was shipped with Buy Shipping, it was scanned in on time, and the entire comment is related to the undelivered order (due to the buyer using an undeliverable address).
When the automated system kept the feedback, I was sure it would be striken-through upon appeal following the policy above. Unfortunately after multiple appeals, with me quoting this policy and even attaching a PDF of it, I keep receiving canned responses saying it doesn't meet the criteria.
I was hoping a mod could look at this case. If for nothing else just to be sure someone read my concerns and can compare this situation to the stated Amazon policy.
Thanks so much for your help!
@Nano_Amazon@Roberto_Amazon
0 replies
Seller_zAEzL8GOzGpny
Sorry to bump this, hoping a mod can look at this case if possible:
@Nano_Amazon
@Roberto_Amazon
@Joey_Amazon
@Quincy_Amazon
@Dominic_Amazon
@Danny_Amazon
@KJ_Amazon
@Tatiana_Amazon
@Jameson_Amazon
@Blake_Amazon
@Glenn_Amazon
@Topher_Amazon
@Bryce_Amazon
@Rose_Amazon
Seller_zAEzL8GOzGpny
Sorry to bump this again, wanted to try one last time to see if someone could look into this:
@Nano_Amazon
@Roberto_Amazon
@Joey_Amazon
@Quincy_Amazon
@Dominic_Amazon
@Danny_Amazon
@KJ_Amazon
@Tatiana_Amazon
@Jameson_Amazon
@Blake_Amazon
@Glenn_Amazon
@Topher_Amazon
@Bryce_Amazon
@Rose_Amazon
Nano_Amazon
Hello @Seller_zAEzL8GOzGpny
Thanks for reaching out to Amazon Forums. After reviewing the information you shared with us related to a negative feedback removal request, I reached out to a dedicated team to further investigate whether the feedback meets the criteria to be removed or not.
I will closely monitor the case and inform you of the outcome as soon as it is resolved.
Best,
Nano
Nano_Amazon
Hello @Seller_zAEzL8GOzGpny
I notice that our escalations team is actively addressing this issue in the case number 17349505121 . Our team will continue to work with you until they resolve the issue, so kindly respond to any requests they might have. Once the case resolves, they will also communicate the outcome.
Have a great day!
Nano
