unfair feedback
I am writing to clarify the negative feedback the customer left on order number 702-6971504-8734653 regarding the returned product.
He stated that he did not like the product and requested a refund. I provided all the necessary information for the customer to return the product free of charge, and we successfully completed the return process without any problems. I sent him the prepaid return label so he could return it free of charge via DHL shipping. I have tried to assist the customer through the return process to ensure a smooth experience.
However, the negative feedback left by the customer is that he thinks that I did not get back to him about the return. As you can see, this is not true. You can confirm with the documents I will send you that we sent him a detailed message about our return policy and prepaid return label within 24 hours.
I think there may have been a misunderstanding and I suspect the customer did not review the seller-buyer message box. I would like to state that we sent the prepaid return label regarding the return request to the customer and there were no problems.
Please take this into consideration and I would like any negative feedback regarding product specific comments to be removed from my store page. I am committed to ensuring customer satisfaction and ready to cooperate in resolving such problems.
Thank you for your interest in this topic. I am looking forward to your answer and solution.
@Ricardo_Amazon@Sunnie_Amazon
unfair feedback
I am writing to clarify the negative feedback the customer left on order number 702-6971504-8734653 regarding the returned product.
He stated that he did not like the product and requested a refund. I provided all the necessary information for the customer to return the product free of charge, and we successfully completed the return process without any problems. I sent him the prepaid return label so he could return it free of charge via DHL shipping. I have tried to assist the customer through the return process to ensure a smooth experience.
However, the negative feedback left by the customer is that he thinks that I did not get back to him about the return. As you can see, this is not true. You can confirm with the documents I will send you that we sent him a detailed message about our return policy and prepaid return label within 24 hours.
I think there may have been a misunderstanding and I suspect the customer did not review the seller-buyer message box. I would like to state that we sent the prepaid return label regarding the return request to the customer and there were no problems.
Please take this into consideration and I would like any negative feedback regarding product specific comments to be removed from my store page. I am committed to ensuring customer satisfaction and ready to cooperate in resolving such problems.
Thank you for your interest in this topic. I am looking forward to your answer and solution.
@Ricardo_Amazon@Sunnie_Amazon
Seller_SR8NgVUHwBQ1u
Friends who say this comment cannot be removed, are you okay?
If the customer leaves a negative feedback claiming that the seller did not respond even though the seller sent a prepaid return label, this is a false statement. and it is misleading and deceptive for other customers. This is never acceptable. It is ridiculous that you advise the seller to accept a situation that is not his fault. It may not be a comment that can be removed by a robot, but it is a comment that can literally be deleted from the seller's store after the necessary investigations are made. hey @ricardo_amazon please look here!
0件の返信
Seller_iQ9yXiNBKLPbi
***edit***
The part I mentioned as a product-specific comment was written by mistake. I request that this unfair comment be removed from my store.
Seller_iQ9yXiNBKLPbi
Please review the order's return request and examine these evidence I sent you. This is not the case as claimed by the customer.
Seller_BE3xPpZWhTS9Z
Unfortunately, it is very unlikely this will be removed. Amazon has a narrow set of guidelines for review removal and fairness is not among them.
Profanity works, possibly threats, or problems with an FBA shipment to the customer, but IIRC those are the only reasons a review will be removed. As an example, I have a review that is clearly about a different product -- the buyer mentions the other product by name in the review -- and it makes no sense at all in context, but it could not be removed.
Usually, all you can do is get more positive reviews to offset it.
Tatiana_Amazon
Hi @Seller_iQ9yXiNBKLPbi,
Tatiana from Amazon here. I do understand your frustration with this negative feedback, especially since you have been working with the seller via buyer-seller messaging to help resolve the issue.
However, as mentioned by @Seller_BE3xPpZWhTS9Z, feedback is only eligible for removal or strike through if very specific criteria has been met. You can read more about that criteria here. Since this feedback is entirely regarding the service received, it will not qualify for removal.
I know this is probably not the outcome you were hoping for, but wanted to remind you that sellers are allowed to respond to feedback publicly in a professional and polite manner. Responding to feedback can often be helpful in earning trust with the associated customer as well as future customers that visit your storefront. You can learn more about responding to feedback here.
Tatiana
Seller_SR8NgVUHwBQ1u
Friends who say this comment cannot be removed, are you okay?
If the customer leaves a negative feedback claiming that the seller did not respond even though the seller sent a prepaid return label, this is a false statement. and it is misleading and deceptive for other customers. This is never acceptable. It is ridiculous that you advise the seller to accept a situation that is not his fault. It may not be a comment that can be removed by a robot, but it is a comment that can literally be deleted from the seller's store after the necessary investigations are made. hey @ricardo_amazon please look here!
Seller_bgUdNnwkIOCaB
Sellers really need the option to block specific buyers from buying their product again.
Seller_y7K2usRrDUAe8
As much as I agree this feedback is very UNFAIR and should be removed (again, my personal opinion). Amazon's rule (that we, as sellers ALL agree to when signing up) states the following:
Amazon only removes feedback in the following cases:
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."
And believe me when I said Seller Support (not forum mods), which in this case, will be the one responsible for judging the removal process, follow these 3 guidelines to an EXTREM length - or rather, their complete lack of understanding of what this guideline means.
Seller_dSbmiRgFdRA1S
We face this by the hour and Amazon will never side with the truth. They just don't want us to win. It's a never ending battle to compete with the platform host.
Seller_hRcW3boFdNOVe
While it's apparent from your description that you provided excellent customer service during the return process, the feedback you received unfortunately doesn't meet the criteria for removal by Amazon. Here are the specific grounds under which Amazon will typically remove seller feedback:
- Obscenity or Profanity: If the feedback contains offensive language, Amazon will remove it as it violates their policy on appropriate content.
- Personal Information: Feedback that includes any personal details such as email addresses or phone numbers is eligible for removal to protect privacy.
- Irrelevant Content: If the feedback is solely about the product (like a product review) rather than the seller's service, Amazon will consider removing it. This is because seller feedback should be about the service provided, not the product quality.
- Amazon Shipping: Negative feedback regarding fulfillment of FBA orders or seller-fulfilled orders with shipping labels purchased through Amazon
Although the negative feedback seems unfair in your case, especially since you handled the transaction smoothly and adhered to all required protocols, it does not fall into the categories mentioned above that would warrant an automatic removal. It's unfortunate, but such situations do sometimes occur in e-commerce environments.
