Negative feedback recived and it's not fair?
Hi @everyone,
We received feedback for the shop that is rather unfair. I asked Amazon to remove it, but they found that it doesn't violate any rules.
I contacted the customer to clarify the issue with the products, and he sent pictures of the item. It isn’t expired and is in good shape (no damage, etc.).
I requested an investigation on our end to escalate the possible issue, and we found that the item posted didn’t suffer from any condition problems, nor have any other customers had issues with that stock previously. So, we concluded that the customer is likely fishing for a refund. He also mentioned that this was his sixth time buying from us, but in reality, it was his first time. Would you offer a refund and ask for the feedback to be removed, or just replace the item? (I wouldn’t be too satisfied with just replacing it.)
I would just leave it as it is, as I think no one cares about shop feedback other than other shop owners.
Any thoughts?
Thank you
15 replies
Seller_hOZNPw7G8FIjl
Do not do that - that is bribery.
Do not replace the item if there is nothing wrong with it.
You will just have to accept it and write a factual response to the feedback.
Seller_RlZVPg3d6ZUGP
In fairness it doesnt say they were expired it says they were made last year and taste rubbish
and they could mean they've bought the product 6 times - presumably not necessarily from you as theyre not your brand?
Seller_S3aHFfAjpTNul
Don't expect the customer to remove the feedback even if they say they will. And certainly don't expect Amazon to do anything to help you! as they certainly will not.
You have a right of reply to any feedback that customers reading feedbask will also read. Use it wisely.
In short - all sellers get -ve feedback on occassion, often for unfair reasons. Don't worry about it !
Seller_iI7oY9Sw145U0
I had a customer that obviously left feedback for the wrong item, I sold them footwear and they left feedback saying the nozzles were missing for some sort of garden hose! The item was fulfilled by myself (FBM) and Amazon refused to remove the feedback despite it obviously being a mistake.
In contrast, if the order is Fulfilled By Amazon then I find that in almost all cases you can get feedback removed because either it is feedback about the fulfillment experience (Amazon's responsibility), or feedback about the product and not about the seller.
I would like to think that Amazon realise that some proportion of feedback is accidently/erronous and I've never known them to take any action based on one feedback alone.
Seller_fLViBrSW573Aj
If the customer left a negative product review in your seller feedback, Amazon should remove that. If the automated feedback removal denies it just raise a ticket and it will likely get removed.
Seller_SnNztJIII3ZP5
DO NOT REFUND. Write a factual response to his negative feedback.
