customer saying wrong colour send and left a negetive feeback
I received a negative feedback on a football cake topper, with the customer claiming I sent the wrong colour. However, the customer selected red when placing the order, and I’ve confirmed that we did indeed send a red topper as requested.
The topper includes a team name, and the customer had entered "Derby County." They are now saying the topper should have been black, as that is the team’s official colour. However, there was no mention of this in the order notes—only the team name and a red colour selection.
I feel this isn’t my fault, as I strictly followed the customer’s instructions. Do you have any suggestions on how best to handle this or what action I should take regarding the feedback?
customer saying wrong colour send and left a negetive feeback
I received a negative feedback on a football cake topper, with the customer claiming I sent the wrong colour. However, the customer selected red when placing the order, and I’ve confirmed that we did indeed send a red topper as requested.
The topper includes a team name, and the customer had entered "Derby County." They are now saying the topper should have been black, as that is the team’s official colour. However, there was no mention of this in the order notes—only the team name and a red colour selection.
I feel this isn’t my fault, as I strictly followed the customer’s instructions. Do you have any suggestions on how best to handle this or what action I should take regarding the feedback?
0 replies
Seller_ZJhFeE3tNKzfh
To be honest - all you can really do is a leave a polite factual response.
You could request feedback removal (the only official means to do so is via the Feedback Manager) but if it doesn't fit amazons remit for removal - it won't be removed.
Seller_hR3Ip6co3B4T7
post.contact customer directly and speak to them explain it and tell them to pop on to their amazon account and remove feedback as long as they happy to do so. But dont provide any monetary funds as sometimes customers do this to gain money etc
Seller_8rbo7OO1nNrdt
You cant do anything, amazon buyers seem to be a different level of thick to normal people and they have no care for you or your business.
We sell pet stuff, had a negative comment claiming the parts for their gas boiler did not fit properly when purchased. We asked them to remove and they ignored us, we asked amazon to remove and they refused.
Seller_iUcF35YSDwxDs
I have a negative feedback on my account just saying "I told you to cancel my prime membership". Amazon won't remove it and a message to the customer went nowhere
Seller_0BTOhR5xfjfUq
The only thing is to leave a polite feedback response, maybe turn it into a positive saying that you're always happy to follow instructions for wording and colours, and that red was selected. Try not to go down the route of sarcasm or negativity as you want customers to know you're doing your best and aware this was not your fault.
We had a negative feedback saying we'd sent the wrong flavour soda...we don't sell soda. But of course Amazon refused to remove the feedback and the customer chose to ignore a polite request to remove it.
All we could do was show customers that this had nothing to do with our business.
