Hi team,
I need help with a buyer feedback issue that I feel was handled unfairly.
Here’s the feedback the buyer left: “Looks like I’ve Recieved the fake version of Jumiso. Look at the logo on the bottles! Doesn’t deserve 1 star”
This was an FBA order, and the comment is clearly a product review, not about fulfillment or customer service. I tried using the automated feedback removal tool, but it was denied. I responded to the feedback removal request case 11079938842, and Seller Support also denied it, saying the buyer claimed the product was counterfeit and that I’m not the brand owner.
The problem is, this feedback caused a policy violation on our account, which was stressful. But after Amazon reviewed our inventory, the violation was removed, and we were allowed to sell the product again. So even Amazon confirmed the item isn’t counterfeit.
We’ve always followed the rules and only sell genuine products. This buyer didn’t even contact us and just assumed something was wrong. Now we’re stuck with a damaging 1-star review that’s misleading and goes against Amazon’s feedback policy - it’s a product review on an FBA order, and it should qualify for removal.
We also couldn’t reach out to the buyer because there was no option to message them.
I’d appreciate it if someone could take another look at this. The feedback is hurting our account over something that’s already been resolved by Amazon.
Thanks in advance for any help! @Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Huz6FT08OxHAR @Seller_j9Bd91CW3ZVpr
@Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH
