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Why is getting improper feedback removed becoming so painful?

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This is the second time in the last month that we have had to spend a number of hours along with multiple phone calls to get improper feedback removed. Each time receiving the same form email saying how sorry they are (amazon rep) but “Regrettably, the feedback did not meet the criteria for removal.”

Then going on to say “Please do not consider this as a denial of your request for removal but rather as an opportunity to educate and create a good relationship with our buyer, offer them options to improve their Amazon experience.” Our items are FBA so the customer service or lack thereof is something with pay Amazon to take care of.

Then they include the best part:

For your reference, Amazon will remove feedback when:

  • The feedback includes obscene language.
  • The feedback includes seller-specific personally identifiable information.

– The entire feedback comment is a product review.

  • The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon.
  • The feedback comment violates any applicable laws.

The customer left the following feedback for us:

“one battery worked one day. the other battery never worked. ” 1-Star

The product is new, stock is fresh, we dont sell used, the percentage of this product that is bad out of the box is less than 0.2%, we dont manufacturer, the customer received them promptly, never contacted us or Amazon according to the rep we spoke with, so….

Somehow the feedback dept considers this acceptable feedback despite being 100% a product review and in clear violation of Amazon rules according to the Amazon reps we have spoken to (3 calls so far and each agree with us and send it back to the feedback dept and so far we keep getting the same for email back).

Is this a function of the feedback department being manned by folks that English is not their native language or are we missing something here?

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it shouldn’t be painful, in fact all you need to do is click on “HELP” than “CONTACT US” select “CUSTOMER ORDERS” paste the order ID# for the order that left the bad Feedback and select “Customer Feedback Removal Request” and select what best describes the issue, usually if the system detects that the feedback is in any violation they will remove it immediately, if not they will open a case and they will remove it later… Hope this helps

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They will remove a feedback that is a product review, but not if they think the feedback encompasses “item not as described.” If you sent them a “new” item and it didn’t work, you sent something not as described, and the feedback stays (their logic, not mine).

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