Hi

I am a new seller, one private label own brand FBA product launch 2 weeks ago.

I have had nearly 15 orders in 10 days. Received 2 excellent 5 star reviews on the product and today, out of nowehere, a 1 star "rating" appeared on the product page. There is no review against this 1 star. When I filter the reviewes based on 1 start, nothing shows up. Also, when I check "Customer reviewes" section under my seller central account, I see 3 x 5 stars.

So either there is a glitch in Amazon system or someone gave me 1 star but left not review? This doesn't make sense.

What are my options please?

Hi Everyone,

The majority of our orders are FBA, but we do have a handful every month through MFN that we ship ourselves.

We received a negative feedback (1 star) from a customer, on the day their order was dispatched, stating, "No returns option, also could not contact seller..!!"

We responded politely with "We do accept returns, which are initiated from the order page as per Amazon policy. We are also easily contactable and can confirm we haven't received any contact from yourself. In addition, you have posted this feedback before even receving the item as it was only dispatched yesterday and due for delivery tomorrow."

However, because we don't have a lot of MFN orders, and very very few leave feedback it's meant our Order Defect Rate has increased sharply to 3.7%, when it should be under 1%.

Amazon have placed a large box on our account homepage, stating that our account is at risk of deactivation. I won't go into all of the blah blah blah of why that is so unfair, as I'm sure a lot of you would also agree, but how likely is account deactivation likely to happen? It means one customer can ruin someone's Amazon business, through one unfair and unjust negative review. They never one tried contactign us, through any means, or have we ever refused a returns that's been within the returns policy.

Thanks in advance!

Hi all,

I recently see my seller centre appeared this "Account deactivation Risk" and get Amazon rang me . They told me this is because one customer raised a A-Z claims with reason"wrong item sent". So i contacted this customer via the "message buyer" . However she said that she received the correct ones just didn't like the product's little small details .she mentioned that she has been given invalid QR CODE from amazon for the return. So basically she has the product now & get refund and filed a claim with wrong reason but put my account in risk of deactivation?! I contacted amazon via calls ,chats and emails spent hours and hours with all the proofs. I explained that i didn't send the wrong items and i haven't got the return .I hope they can remove/withdraw the claim which is affecting my account. However, it seems like it's AI who picked up my case and every message i received is exactly same . I don't really think this is professional by ignoring my proofs . So sad and frustrating! Please anyone can help and advise ? many thanks in advance!