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feedback removal
hi is there anyone who can helpus with a this situation so we get multiple bad feedback from people who purchase something from us with out reading what they have purchased i have 1 person who ordered 50 x a product and was delivered 50 x the product but then leave bad feedback saying they ordered 100 x but they clearly have not i appeal this in a case log send the order details that clearly shows they have ordered 50 x but amazon still does not remove this feedback and we have multiple bad feedbacks about a customer ordering 1x of a product they recive it and leave badfeedback saying rip of i thought this was more than 1 item where the listing and order clearly states 1x
this is a constant battle we have every single month and we lose our feature offers because our ODR gets affected with bad feedback that is not true but amazon just instantly rejects our request this needs to change
19 replies
Seller_76AUwmqvSyRIM
If it is a constant battle, then maybe there is something on your listings (title, description and images) that may be confusing customers.
If you post an ASIN, other sellers may comment on the listing.
Seller_ZJhFeE3tNKzfh
Would agree with the above @Seller_a27R0qd7Z7U5K if it keeps happening - there is likely a reason for it. Sometimes its not clear on listings what you are getting. Instances occur where the primary photo shows a multipack, even though 1 item is sent out, or vice versa.
Seller_a27R0qd7Z7U5K
i understand that this might be the case with certain listings but can you explain to me how someone could think that in this listing why a customer would think that it is more than 1 item https://www.amazon.co.uk/gp/product/B00MVUNSS8
and then with this item it clearly state 50 pigs ears and the customer somehow thinks its 100 pigs ears https://www.amazon.co.uk/gp/product/B07FQPSYJP
Seller_76AUwmqvSyRIM
Dog food - nothing to indicate more than 1 although there is a similar listing with the same photo for 12 tins. Just one comment, the listing states in Package Information that the package is a bag.
Pigs ears - seems ok
I think a lot of it may be due to the way that Amazon displays competitive products in the comparison chart. Often, they are not directly comparable and customers just scan descriptions and read what they want to read.
Seller_RlZVPg3d6ZUGP
I'd also try and get this taken off the listing:
Please be aware that unless expressly indicated otherwise, Cooking Marvellous are not the the manufacturer of this product. Product packaging may vary from what is shown on this listing. We recommend that you do not rely solely on the information presented on our listing. Please always read the labels, warning and directions provided before using or consuming the product.
Can't see anything else misleading though
Seller_Fg2fqaWOnEtha
Sometimes buyers don't read. Tonight someone left a negative review on eBay because they bought a fragrance oil but they believed it was 100% pure essential oil for aromatherapy. Implying that I was trying to con people. The title says fragrance oil and there is even this in the description. " With a higher proportion of essential oils than other brands, these fragrances provide a lasting aroma that lingers, creating an enduring ambiance of relaxation. This brand contains more essential oils than other brands but this product is NOT for aromatherapy and massages. "
I had a similar situation two weeks ago with another product again with a description that warned people that if the temperature is below 25 degrees coconut oil becomes solid. Buyer angry that I sent them a defective product because it was solid. The description also said that if that happens, you just need to hold it for a few minutes and will become liquid again.
The point is that it doesn't matter how well you describe a product, there is always someone that buys without reading and then blames you.
Seller_ae51e0CJoHqCX
You have 2 choices, do nothing and hopefully customers will eventually have a better understanding or be proactive and make changes so it is clear on what they will be receiving.
Depending on your account type and with branding etc you can make changes with content and so some experiments to see if you get a better response from a different ad. Think they are referred to as A/B experiments.
It maybe that the customer who buy your product also buy it regularly from somewhere else offline or online. They see the pic, make the pruchase thinking they are getting it a bit cheaper and then when it arrives they have half the contents.
Whatever the situation, if you get messages like this and it is in the multiples, you have to identify that it is you that has this problem and you have to overcome it by making changes to the listings to wipe out any doubt.
You will not get Amazon to change or remove reviews. I have reveiws stating product was delivered late or not received. This is not a product review but they still stand. Better to have a comment to understand why a bad review has been given rather than just a one star with no comment. the comments will help you to do something about it if needed.
Sarah_Amzn
Hello @Seller_a27R0qd7Z7U5K,
I'm Sarah with Amazon.
Can you share the order IDs so I can check if any action can be taken to remove the feedback?
Kind regards,
Sarah.
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