Buyer lying about non-delivery
I have a buyer that ordered a printer on 9th February, this was dispatched 9/02/2021 with full tracking information provided. Item was delivered with confirmed photo and GPS tracking on 11/02/2021 to desired reception location. The buyer messaged a week later admitting not checking their order, tracking, or delivery confirmation until 16/02/2021, now they are saying that they have not received their order.
The effectively consciously ignored/delayed checking the order information given and the delivery location was not a secure as they thought.
We later contacted HP, the printer manufacturer and found out that the device had been registered in the buyers name.
The buyer still then proceeded to leave negative feedback saying they never received the item and “lost their money”. Amazon won’t remove the feedback, because the language is deemed appropiate on a public forum, and they PERMIT unwarranted reviews to stand.
Now because of 1 piece of negative feedback, my account is at risk of deactivation, event though I have completed over 50 similar orders with no problems.
10 replies
Seller_77IcbQKVGdZo0
I think it is highly unlikely Amazon will deactivate your account for just one negative feedback even if this pushes you Order Defect Rate high.
Unfortunately Amazon do not delete feedback even if the customer is lying. Exceptions to this is if the feedback is a product review or contains bad language.
You can give a response to the feedback so other customers can read. Make sure you keep the response factual and keep any emotion out of the response. For example just respond with something such as ‘Sorry you have a problem with this order however the tracking shows that the item was delivered to you successfully’.
Seller_amUAzjvL5uIzu
Report to Action Fraud & get a crime number.Send a Letter Before Action to the buyer giving them 14 days to pay for the item follow that up with Small Claims Court action to recover your losses.
Seller_DROodOAYHftnc
I really do not believe that 1 neg. feedback puts your account at risk. Are there any other issues that might be causing the ‘at risk’ status ?
Seller_59TGXxtS5y2Op
There are no other issues with my account. It is because that one piece of negative feedback has caused my Order Defect Rate to become 2.56% (1 of 39 orders 60 days) the one piee of negative feedback from said order and the target is supposed to be <1% for this.
Seller_NoMNQDGnEW5Bx
This surprises me as its against data protection rules
Seller_59TGXxtS5y2Op
I mean the main issue I have is that since that review, my sales have dropped to basically nothing
