Subject: RE: Case 12226046142 - Feedback Removal Request for Order 203-0271887-9540336
Dear Amazon Selling Partner Support,
Thank you for your response and guidance.
I have reviewed the feedback for Order ID 203-0271887-9540336. The customer left a comment on February 5th stating "my product did not arrive." However, according to my tracking records, the product was delivered on February 9th.
This feedback is now factually incorrect because:
The comment was made before the delivery date
The product was successfully delivered 4 days later
I attempted to contact the customer to resolve this misunderstanding, but buyer communication is disabled. Therefore, I cannot ask them to correct or remove their feedback directly.
Based on Amazon's feedback removal criteria, I believe this feedback should be removed because it is based on incorrect information. The customer complained about non-delivery, but the item was eventually delivered.
I have now submitted a formal removal request through the Feedback Manager as you instructed.
Thank you for your assistance.
Best regards,
Subject: RE: Case 12226046142 - Feedback Removal Request for Order 203-0271887-9540336
Dear Amazon Selling Partner Support,
Thank you for your response and guidance.
I have reviewed the feedback for Order ID 203-0271887-9540336. The customer left a comment on February 5th stating "my product did not arrive." However, according to my tracking records, the product was delivered on February 9th.
This feedback is now factually incorrect because:
The comment was made before the delivery date
The product was successfully delivered 4 days later
I attempted to contact the customer to resolve this misunderstanding, but buyer communication is disabled. Therefore, I cannot ask them to correct or remove their feedback directly.
Based on Amazon's feedback removal criteria, I believe this feedback should be removed because it is based on incorrect information. The customer complained about non-delivery, but the item was eventually delivered.
I have now submitted a formal removal request through the Feedback Manager as you instructed.
Thank you for your assistance.
Best regards,
11 replies
Seller_ZQyopdiwkUHOZ
The complaint was true at the point in time it was made. You're not going to win this one. The best you can do is add a comment apologising for it being late and stating that the tracking shows it has now been delivered.
Josh_Amazon
Hello @Seller_kJ65bfk4pciVa,
Thank you for your patience regarding case 12226046142 for order 203-0271887-9540336.
The team has reviewed the feedback and determined that it does not violate Amazon's feedback removal guidelines. According to their review, the tracking associated with the order does not confirm delivery of this order. Amazon removes feedback only when it contains obscene language, seller-specific personally identifiable information, is entirely a product review, or relates entirely to fulfillment or customer service for an Amazon-fulfilled order.
Unfortunately, I am unable to provide further support with this request.
Kind regards,
-Josh
Seller_kSZCywEhJQQ8J
Could a moderator clarify something that seems inconsistent from the seller side?
A late delivery appears to be treated differently depending on who the seller is.
For Amazon Retail, late delivery seems to be part of customer experience or delivery satisfaction.
For a third-party seller, the same late delivery can affect account health and seller performance metrics.
That is where the logic starts to look uneven. If tracking shows the seller handed the parcel to the carrier on time, but the delay happened later in the carrier network, that looks more like a delivery-experience issue than a seller dispatch failure.
So the question is: does Amazon apply the same delivery standard across Amazon Retail and third-party sellers, or are third-party sellers carrying a stricter consequence for the same end-customer outcome?
If late delivery is fundamentally being measured as a customer satisfaction outcome, then it does not seem reasonable to convert carrier-caused delay into a seller account health issue where on-time handover is already shown in tracking.
Xander_Amazon
Here's how it works for seller-fulfilled orders: the key metric Amazon looks at for shipping performance is the Late Shipment Rate, which measures whether you ship-confirmed your order by the expected ship date. That's the part within your control — getting the package to the carrier on time. If your tracking shows an on-time handover and the carrier scans it within the expected window, that shouldn't count against your Late Shipment Rate.
Now, the On-Time Delivery Rate (OTDR) does track whether the package arrives by the promised date, but Amazon recommends maintaining above 97% for a good customer experience — there's currently no account health penalty for not meeting that target on standard seller-fulfilled orders. It's more of a guideline that can affect things like your eligible transit times.
One practical tip: using Buy Shipping Services through Seller Central can provide added protection since Amazon factors in carrier performance when you purchase labels through them. You can review your shipping metrics anytime here: https://sellercentral.amazon.com/performance/dashboard
Seller_xU4h6ZbAduf0O
If you used Amazon buy shipping and your tracking records show the item was posted on time and received it's first scan on time, you may well be able to appeal and ask for a strikethrough as "The fulfilment issues associated with this order were not due to the seller"
As this normally strikes through automatically by Amazon's system, it feels that you did not meet the criteria for the strikethrough, but have nothing to lose in appealing by re-opening the case in "manage support cases" and supplying the tracking link to carrier page or supplying a letter from carrier admitting responsibility for late delivery.
If you didn't use Amazon buy shipping, you are wasting your time.
Seller_SPds5IEP7O9BA
Sell it FBA or you are get a collection of buyer complaints about shipping on feedback.
Seller_K8edOfPu9HEmN
Factually untrue. We've never done FBA and we hardly get any compaints delivery wise or for anything really.
Seller_ACrtjM52bXtSc
[Moderator Edit: removed off-topic commentary]
Seller_0IhVaABxkIPjD
Based on Amazon's feedback policies, feedback related to delivery issues is often difficult to remove if the buyer's experience at the time of leaving the feedback was accurate. Since the customer left the comment before the item was delivered, Amazon may consider the feedback to reflect the buyer's genuine experience at that moment.
However, because the order was successfully delivered later, it is still worth pursuing a removal request through Feedback Manager and providing the tracking details as supporting evidence.
I hope Amazon reviews the case favorably and resolves it for you.
