Please help in removal of 'negative feedback', which is unjustified. thanks
Dear amazon mods
@Rose_Amazon
@Tatiana_Amazon
@Dougal_Amazon
We received today a negative feedback on one of the books set. The buyer has very casually mentioned in the feedback that the books look 'counterfeit'? And that she does not like the quality of the books e.g. binding and the books are not same size thick even though belonging to the same set.
We want to say that this is TOTALLY UNTRUE, how can this be said so casually. We have bought the books direct from the publishers mentioned in the listing. We have sent a copy of the original invoice (after receiving this unjust feedback) to Seller Support and the buyer. The invoice states all credentials of the publishers, the book title and all relevant details and is dated prior to this order. So the books are 100% genuine.
If the buyer is not too happy with the quality of books e.g. binding etc. they could always return the books for a full refund. And the book volumes in a series/set can be of greater/lesser thickness, it is not a bad quality point. We are not the publishers. So the entire feedback is more like a product review.
Kindly have this negative feedback removed. Our SS case id is 17907482451, where we have submitted the original invoice.
thanks to save us from this careless feedback. We have been in line of books distribution and publishing for the last 35 years and have been selling on amazon for the last 12 years with great seller rating.
Would be grateful for your attention and help,
ns
3 replies
Seller_ZbcEBv3JYIZDb
In further development to the above negative feedback case, we have received a performance notification.
We are giving details below, hiding the exact name, numbers.
PLEASE ADVISE WHERE CAN BUYER WRITE TO WITHDRAW THE COMPLAINT, SHE IS TRULY APOLOGETIC ABOUT DOING IT BY MISTAKE.
PLEASE ALSO ADVISE WHERE WE CAN WRITE THAT THIS IS AN ERROR, BECAUSE THE BUYER'S MESSAGES ARE VERY CLEARLY REMORSEFUL AND WANTING TO WITHDRAW ANY SUCH COMPLAINT.
Jun 13, 2025
Book Name (Set of 8 Volumes)
ASIN xxxxxxx
Our above listing has been removed and account health is impacted.
We want to say that buyer namexxx of order no.
xxxxxxxx for this above product had written the word 'may be counterfeit' by mistake in her seller feedback. She has not complained about it. ACTUALLY SHE HAS APOLOGIZED ABOUT WRITING IT AND AGREED THAT IT WAS HER MISTAKE. WE HAD SENT HER ORIGINAL INVOICE TO SEE.
The buyer writes in her msgs (see all buyer seller msgs for this order)
"I apologize for falsely accusing you of problems that weren’t your fault. The quality of products on Amazon has changed significantly over the past decade, and I made a mistake yesterday. I was trying to revise my review to avoid causing you any harm, but I can’t seem to find it. This is the first time I’ve ever left a review for a seller instead of a product. Could you please show me how to change it? I don’t want my false accusation to remain and damage your reputation.
While I’d love to see spiritual books of this quality published with higher standards, I understand that’s not always possible."
How can buyer rectify or withdraw her complaint, which she does not clearly want to make. which email id?
So the above warning seems to be made in error. Where we can write or appeal. We have the original invoices from the publisher, but actually this complaint is made in error, the buyer wants to withdraw it whole heartedly, where she can write.
We want to restore our listing and our account health. thanks. ns
@Rose_Amazon
@Glenn_Amazon
@Dougal_Amazon
Emet_Amazon
Hello @Seller_ZbcEBv3JYIZDb,
Thank you for sharing your situation and experience through the process.
Our negative feedback is removed.
The 'product authenticity' complaint in account health is removed and we have relisted the ASIN.
But the account health rating, which went down by 8 points, is yet to be restored. Also the 'account at risk' warning is also not removed. How long does it take to restore the account health rating back to prior to this warning.
First and foremost, I am happy to see the situation has been resolved. Secondly, surrounding your score and points, these can sometimes take 24-72 hours to update. the time it requires does depend on the exact situation, can you advise on when exactly your issue was resolved?
If you are still seeing an at risk banner or the missing points after the 72 hours has passed, please capture a screenshot and post it here. This will help work with any necessary teams should they be needed.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
