Negative feedback issue - not our product!!
Any ideas anyone?
A customer bought a floor cleaner spray from us but left a 1 star negative feedback for a mattress topper bought from another Amazon seller!! Amazon will not remove the feedback as apparently it does go against their rules. Really!?! How can leaving a negative review about a product I don't even sell against my account reducing the % be acceptable? When I report it via the website it comes straight back with a no. When I speak to a human at Amazon they say they cannot help as it's not their dept. It's a ridiculous set up, very poor and makes no business sense
12 replies
Seller_ZJhFeE3tNKzfh
What they are saying is correct. As per the feedback manager...
Amazon only removes feedback in the following cases:
- 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 it doesn't fit any of the above - the feedback won't be removed. Your best bet is to contact the customer and advise that it looks like they left feedback for the wrong seller - and you can send them the link to https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GL8DXVU3MMGKKXT7
Alternatively, you leave a response stating the facts as you have advised. Its not a product you sell.
Unfortunately, very unlikely the feedback will be removed.
Seller_rGtEcZnu0JTRD
Unfortunately this is very common, and not something that you are able to do anything about.
Julia_Amzn
Hi @Seller_7kfT0W2FtCImX,
Thank you for reaching out to us.
Could you please provide an order ID, based on which your customer left feedback in question?
Thanks,
Julia.
Seller_iFOZPk2qlBjxX
Unfortunately Amazon lacks a lot when it comes to removing negative seller feedback. it's a broken system nowadays where people buy so many things online will leave negative feedback over positive. We sell a lot in the Amazon platform and this is like fighting with Amazon seller support when you have proof that the feedback is not yours. So so frustrating, we have 2 negative feedback like that as well where the buyer left us feedback for product we haven't sold them.
Seller_Gtfg5JoP0ZbUA
We had the same issue with someone leaving feedback for a completely different product that we do not sell. Months of seller ''support'' did nothing, the forums finally helped by suggesting managing director and they actually did get it removed for us.Hopefully ''Julia_CAM' will be able to assist in the same way as this kind of thing is ridiculous
