Request for Moderator Review & Fellow Seller Advice – Feedback Unrelated to Seller Performance
@Julia_Amazon @Ezra_Amazon @Winston_Amazon
Hello Sellers and Moderators,
I’m posting here in hopes of getting some guidance or a moderator’s attention regarding an issue we've encountered with feedback that seems unrelated to our service as a seller.
We received a negative comment for Order ID: 206-3074898-5667557 stating:
"Not yet received, I keep being informed by the courier that tomorrow they'll try again. Tomorrow comes and the same message gets received. Where's my parcel?"
Here are the key facts:
The parcel (Tracking Number: JC4294866) was dispatched on time to the address provided by Amazon.
According to ParcelForce, it was delivered on Thursday, 31st July 2025 at 12:31 and signed for by MRS DUTRA, matching the recipient’s name.
We have proof of delivery and a valid signature confirmation.
The feedback seems to be about delivery tracking delays prior to successful delivery—not about seller performance, product quality, or customer service.
We submitted a feedback removal request, but it was denied on the grounds that the comment does not violate the policy. However, based on Amazon’s guidelines, feedback that doesn’t relate to the seller's service should be eligible for removal.
@Seller Forums Moderators – we would appreciate if you could kindly review this or escalate it to the appropriate team. We’ve met all our obligations as a seller and simply ask for a fair review.
Thanks in advance to any moderators or fellow sellers who can help or share similar experiences.
Kind regards,
Smart Fashion
@Julia_Amazon @Ezra_Amazon @Winston_Amazon
Request for Moderator Review & Fellow Seller Advice – Feedback Unrelated to Seller Performance
@Julia_Amazon @Ezra_Amazon @Winston_Amazon
Hello Sellers and Moderators,
I’m posting here in hopes of getting some guidance or a moderator’s attention regarding an issue we've encountered with feedback that seems unrelated to our service as a seller.
We received a negative comment for Order ID: 206-3074898-5667557 stating:
"Not yet received, I keep being informed by the courier that tomorrow they'll try again. Tomorrow comes and the same message gets received. Where's my parcel?"
Here are the key facts:
The parcel (Tracking Number: JC4294866) was dispatched on time to the address provided by Amazon.
According to ParcelForce, it was delivered on Thursday, 31st July 2025 at 12:31 and signed for by MRS DUTRA, matching the recipient’s name.
We have proof of delivery and a valid signature confirmation.
The feedback seems to be about delivery tracking delays prior to successful delivery—not about seller performance, product quality, or customer service.
We submitted a feedback removal request, but it was denied on the grounds that the comment does not violate the policy. However, based on Amazon’s guidelines, feedback that doesn’t relate to the seller's service should be eligible for removal.
@Seller Forums Moderators – we would appreciate if you could kindly review this or escalate it to the appropriate team. We’ve met all our obligations as a seller and simply ask for a fair review.
Thanks in advance to any moderators or fellow sellers who can help or share similar experiences.
Kind regards,
Smart Fashion
@Julia_Amazon @Ezra_Amazon @Winston_Amazon
7 replies
Seller_QuM1AZgzfU9x4
There are effectively 3 reasons Amazon may remove seller feedback and that doesn't fall under any of them.
"We will remove feedback if we determine that doing so is necessary for one or more of the following reasons:
The feedback includes words commonly understood to be obscene or profane.
The feedback includes seller-specific, personally identifiable information, including email addresses, full names or telephone numbers.
The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget”."
Edit - forgot to say that Amazon view that as part of the seller's service - unless it's through Buy Shipping or FBA in which case they can strike it through.
Seller_d8YGbIjNqwFxn
Checking the tracking it was delayed for 3 days due to an address problem which may have resulted in the tracking updates from the courier that the customer described. It may have also added to the customers frustration with the order.
The feedback was given before the parcel was delivered which again maybe out of frustration with the issue they had.
Did the customer give the wrong address or was the address on the parcel you sent wrong? If the customer gave the wrong address then you could argue the delay was not down to you.
Ultimately these type of feedbacks are difficult to get removed, seller support is unlikely to remove it as it is the customers account of what happened. A mod may be able to get the feedback reviewed again which may get it removed.
Seller_fLJ3Hdgrt17Ze
Just to add further context to the issue:
The order was confirmed to Ship by: Tuesday, 29 July 2025 BST
With an expected Delivery window: Wednesday, 30 July to Thursday, 31 July 2025 BST
According to ParcelForce tracking, the parcel was successfully delivered on time on Thursday, 31 July 2025, and signed for by MRS DUTRA, matching the customer’s name.
Even though there was an address-related issue (marked as insufficient address) during the first delivery attempt, the carrier still managed to deliver the parcel within the promised timeframe.
We believe this clearly shows that the feedback left by the buyer is not related to our performance as the seller, as we met both our shipping and delivery obligations. We hope this additional information helps support our request for feedback removal.
Kind regards,
Smart Fashion
Seller_76AUwmqvSyRIM
In my opinion, seller performance should include any delivery/courier issues. If it didn’t, you could continue to use a poor courier even though they did not perform to the standard you would want.
Seller_76AUwmqvSyRIM
There is little you can do other than under-promise and over-deliver. This is what I do.
For example, I offer second day premium delivery but aim for 1-day delivery. So if there is a small delay, I am not penalised. Yes, I miss some possible sales but I can live with that.
Each seller is different. If you sell loads, the odd unfair feedback is neither here of there. I would guess that most of us don't sell loads so it can really hurt.
