Hi Moderators,
I'm reaching out here because the Feedback Manager has once again failed to remove clearly unfair and policy-violating feedback, and I urgently need your help.
Case ID: 11280267532
Here’s what happened:
A customer ordered a product that is clearly described as plastic bottles — the word “plastic” is mentioned in both the title and description. However, the buyer later submitted a return request stating:
"I assumed I ordered glass bottles."
This is entirely a buyer mistake not a fault with the product or with our service. Still, as a gesture of goodwill, I offered to accept the return, following Amazon’s rules, with the condition that the buyer covers original and return shipping since we were not at fault.
In response, the customer left the following negative feedback:
"I think it’s so unreasonable that if you’re not happy with your goods that you should have to pay original shipping and return shipping."
This feedback is NOT related to our service. It’s a personal opinion about Amazon’s return policy and an attempt to shift blame for a mistake the buyer made by not reading the listing.
Despite this, Feedback Manager rejected our removal request.
How is this fair? Sellers are being punished publicly for things we didn’t do and Amazon's automated tools are failing to protect us from misuse of the feedback system.
I am respectfully asking you to step in and escalate this.
We followed all policies, acted professionally, and still got hit with damaging feedback for something that was not our fault.
This kind of situation makes it feel like sellers are left completely unsupported.
Thank you in advance for taking the time to look into this.
Sakura_Amazon_
Pinned by community manager