Why do the staff at Amazon block you from making an appeal


#1

Amazon sent us a order which was sent out the same day with the correct delivery address given.
10 days later the buyer contacted us to say that the address had changed and the same day the buyer left a feedback complaining that the delivery had not arrived.
Obviously the delivery was on time but went to the address that Amazon gave us so we requested that the feedback be withdrawn.
This was refused and though i should have 5 days to appeal the staff have blocked us from making that appeal, so who can we deal with when it appears that the staff are not help or even try as they might as well not have these departments


#2

The feedback does not meet the strict criteria for removal, so will remain.
Amazon don’t care that your customer is a fool, they have laid down a set of rules for feedback removal and even an outright falsehood is insufficient to qualify for removal, unfortunately.


#3

It seems that a lot of people don’t really get the feedback removal system.
There are two steps to it.

  1. On the feedback itself, you request removal.
  2. If it fails to be removed, you re-open the case that was opened and explain why, then ask for it’s removal again. This is the appeal.

There are no further options to appeal.

The only available option to you, is to contact the MD. But this is one that you need to use wisely.
If you do it too often, it’s going to end up in your contact being ignored.


#4

That is all well and good but how do you contact the MD


#5

How can this be

Amazon send a order with shipping address which we send out the same day which would have reached them 2 day earlier than permitted

After a week the client contacts me to say that their is a mistake on the address as they had moved from that address and asked us to redirect the goods, which we done.

That afternoon the client complains saying that the delivery is late when it was their fault for giving the wrong address as it was the wrong number, road, and even town it ould have been impossible for anyone to deliver anything onetime

Rob


#6

The email address is available on the forums and google. Just search for it.

What exactly is the feedback that has been given?


#7

We have a 1 star seller feedback because the customer stayed in waiting for an item to be delivered the next day when it wasn’t even offered as Prime and it clearly states it takes 1-2 days to make as it is personalised and handmade with 2nd class shipping. We are waiting for another low one because the customer expects us to collect his parcel from his local RM office because even though he has had 3 messages from us telling him how he can arrange redelivery at a convenient time and a card from RM telling him the same he would sooner threaten us if we don’t get his parcel to him. So unfair that customers can lie or just be stupid and the seller has to pay the price with their account being put in jeopardy because Amazon refuse to remove them.


#8

I repeat, exactly what does the feedback state?
There is no point paraphrasing it, we need the exact feedback to get a better idea as to whether it’s worth pursuing.


#9

3 sur 5 Ă©toiles Pb d adresse en attente d un nouvel envoi si possible

Problem with address waiting for a new shipment if possible.


#10

In which case, it doesn’t fall within the guidelines for removal.

The guidelines are:

  • The feedback includes obscene language.
  • The feedback includes seller-specific personally identifiable information.
  • The entire feedback comment is a product review.
  • Strike through feedback if it is regarding fulfilment or customer service for an order fulfilled by Amazon.

So your not going to get it removed. Your only option, is to contact the customer.


#11

I agree with Neil, ask the customer to remove it, you can send them this link https://www.amazon.fr/hz/feedback/list
This will should also remove your reply where you call the buyer “less than honest” (not good- even if true) I hope this won’t stop him from removing his feedback.


#12

Was juat denied for no reason what so ever


#13

It was denied because it doesn’t fall within the guidelines for removal.

We might not like them, but that’s how it is.


#14

We sent the product to the address given by Amazon as Ship to

The product was delivered to that address on time, but it was not accepted as the person wasn’t living there, so it was returned back to us.

The buyer contacted us to explained that they moved to a new address, so we immediately redirected the product, and later that day, the client gave a late feedback

Obviously the client should have given Amazon the correct address as the fault lies with the client not doing so, as the product would have been delivered on time had we received the correct address


#15

Your are really not getting it are you.
The feedback will not be removed as it doesn’t fall within the policies.
It really is as simple as that.
You need to forget about it and move on. There really is nothing that you can do about it.
There are always customers like that, but as long as you provide a good service, they are generally few and far between.


#16

So why have a removable policy?


#17

It’s simple enough.

The policy covers the situations below.

The guidelines are:

  • The feedback includes obscene language.
  • The feedback includes seller-specific personally identifiable information.
  • The entire feedback comment is a product review.
  • Strike through feedback if it is regarding fulfilment or customer service for an order fulfilled by Amazon.

If your feedback is not within those guidelines, it will NOT be removed.
It’s simple enough.
The policy is for those situations only.

If you have a problem with a customer, then you can report them. That’s a separate thing though.


#18

Neil

So you are saying that because Amazon gave us the incorrect address because they didn’t know that the buyer had moved, means that this is our fault?


#19

No, I am saying that unless the feedback falls within the guidelines for removal, it is not eligible for removal.
The feedback given does not.
That’s it, end of.


#20

That is a shock, as a client can say anything and be believed and that is it!