Issues with Negative Feedback and the Automated Removal Process
We have two seperate feedbacks that violate the policy Amazon outlines for Feedback removal, However after appealing both of them, and appealing the decision made further the Automated system still deems them acceptable.
I have spent hours on chat to the support team and was directed to the Account Health Call line which indicated they could not help, The Chat support has indicated I need to request through the Amazon feedback removal system however this is not possible when attempting to request on the feedback and it has already been requested once and rejected.
Feedback 1 is OrderID: 202-7953658-848031 and Case ID:10844971752
This Feedback States 'The order arrived to late for purpose' however if the Postage and Delivery dates are checked, which has been confirmed with the tracking ID and Royal Mail, the order was posted at the first possible postage day following the order placement, and was actually delivered on the first possible delivery date stated on the order. This order met every guideline possible for delivery dates and times, and if the Customer ordered the item knowing it would not arrive in time then left negative feedback it breaks the guidelines stated to us in the response from Amazon on the case, which is as follows
'We can strike-through feedback if the entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services.'
Feedback 2 is OrderID: 202-8199600-5937918 and Case ID: 10771844392
This Feedback States the item 'The item was not as shown and described' However by going to the item listing that is on the order and checking both the photo and description, the item is exactly as described. This customer may have confused this item for another or believed they were ordering something different but this is in violation as it is very clear that the item on the order is what they received based on the feedback description stating ' was not tartan at all. Just plain red' which again is shown in both picture and description. This customer was contacted as recommended and we explained that the item they had received was exactly what they had ordered, offered them to return and reorder another item more akin to what they were hoping for. This has been requested and appealed and we are unable to go any further.
As stated at the top of this discussion I have spent hours in discussion with the support team who have directed me to do everything from requesting calls to requesting the feedback removal process yet I am still unable to get any help from someone who can actually look at the evidence of the feedback as it is very clear both of these feedbacks have been left in an unfair manor based on the fulfilment promises we have for our orders. I have seen on here many people having the same issue and I just want to ask if anyone has anyway of requesting a review by a person instead of the automated system as it only looks for the flags it is given and cannot take situational context into account for feedback. I have followed all advice, waited like informed to do and opened several cases to ask for help, I have also tried asking to escalate further to be told that is not possible as there are no managers to refer to, and I have asked numerous times for direction to someone or somewhere to make a complaint to but have been informed there is no way to make a complaint at all which is disheartening, I just wish to be heard out and given a fair chance when it comes to selling our products. I can attach all evidence and outline where things infringe the guidelines and provide the evidence of delivery and of the product listing to show all of the above if someone can just put me in touch with someone to review it
I am unsure as to what to do now and it is impacting my business and I seem to be unable to get any help at all, as a new seller in the past year the fact people are abusing the feedback system is really hurting me. Please can anyone offer any advice to assist me as I am really struggling with this, any advice or help would be amazing, thank you!
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn
@Simon_Amazon @Spencer_Amazon @Winston_Amazon
Issues with Negative Feedback and the Automated Removal Process
We have two seperate feedbacks that violate the policy Amazon outlines for Feedback removal, However after appealing both of them, and appealing the decision made further the Automated system still deems them acceptable.
I have spent hours on chat to the support team and was directed to the Account Health Call line which indicated they could not help, The Chat support has indicated I need to request through the Amazon feedback removal system however this is not possible when attempting to request on the feedback and it has already been requested once and rejected.
Feedback 1 is OrderID: 202-7953658-848031 and Case ID:10844971752
This Feedback States 'The order arrived to late for purpose' however if the Postage and Delivery dates are checked, which has been confirmed with the tracking ID and Royal Mail, the order was posted at the first possible postage day following the order placement, and was actually delivered on the first possible delivery date stated on the order. This order met every guideline possible for delivery dates and times, and if the Customer ordered the item knowing it would not arrive in time then left negative feedback it breaks the guidelines stated to us in the response from Amazon on the case, which is as follows
'We can strike-through feedback if the entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services.'
Feedback 2 is OrderID: 202-8199600-5937918 and Case ID: 10771844392
This Feedback States the item 'The item was not as shown and described' However by going to the item listing that is on the order and checking both the photo and description, the item is exactly as described. This customer may have confused this item for another or believed they were ordering something different but this is in violation as it is very clear that the item on the order is what they received based on the feedback description stating ' was not tartan at all. Just plain red' which again is shown in both picture and description. This customer was contacted as recommended and we explained that the item they had received was exactly what they had ordered, offered them to return and reorder another item more akin to what they were hoping for. This has been requested and appealed and we are unable to go any further.
As stated at the top of this discussion I have spent hours in discussion with the support team who have directed me to do everything from requesting calls to requesting the feedback removal process yet I am still unable to get any help from someone who can actually look at the evidence of the feedback as it is very clear both of these feedbacks have been left in an unfair manor based on the fulfilment promises we have for our orders. I have seen on here many people having the same issue and I just want to ask if anyone has anyway of requesting a review by a person instead of the automated system as it only looks for the flags it is given and cannot take situational context into account for feedback. I have followed all advice, waited like informed to do and opened several cases to ask for help, I have also tried asking to escalate further to be told that is not possible as there are no managers to refer to, and I have asked numerous times for direction to someone or somewhere to make a complaint to but have been informed there is no way to make a complaint at all which is disheartening, I just wish to be heard out and given a fair chance when it comes to selling our products. I can attach all evidence and outline where things infringe the guidelines and provide the evidence of delivery and of the product listing to show all of the above if someone can just put me in touch with someone to review it
I am unsure as to what to do now and it is impacting my business and I seem to be unable to get any help at all, as a new seller in the past year the fact people are abusing the feedback system is really hurting me. Please can anyone offer any advice to assist me as I am really struggling with this, any advice or help would be amazing, thank you!
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn
@Simon_Amazon @Spencer_Amazon @Winston_Amazon
2 replies
Sarah_Amzn
Hello @Seller_jUoHzQrDXAaoS,
Thank you for posting on Forums!
This is Sarah with Amazon.
I will check both cases with the partner team and let you know as soon as I have an update.
Best,
Sarah.
Issues with Negative Feedback and the Automated Removal Process
We have two seperate feedbacks that violate the policy Amazon outlines for Feedback removal, However after appealing both of them, and appealing the decision made further the Automated system still deems them acceptable.
I have spent hours on chat to the support team and was directed to the Account Health Call line which indicated they could not help, The Chat support has indicated I need to request through the Amazon feedback removal system however this is not possible when attempting to request on the feedback and it has already been requested once and rejected.
Feedback 1 is OrderID: 202-7953658-848031 and Case ID:10844971752
This Feedback States 'The order arrived to late for purpose' however if the Postage and Delivery dates are checked, which has been confirmed with the tracking ID and Royal Mail, the order was posted at the first possible postage day following the order placement, and was actually delivered on the first possible delivery date stated on the order. This order met every guideline possible for delivery dates and times, and if the Customer ordered the item knowing it would not arrive in time then left negative feedback it breaks the guidelines stated to us in the response from Amazon on the case, which is as follows
'We can strike-through feedback if the entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services.'
Feedback 2 is OrderID: 202-8199600-5937918 and Case ID: 10771844392
This Feedback States the item 'The item was not as shown and described' However by going to the item listing that is on the order and checking both the photo and description, the item is exactly as described. This customer may have confused this item for another or believed they were ordering something different but this is in violation as it is very clear that the item on the order is what they received based on the feedback description stating ' was not tartan at all. Just plain red' which again is shown in both picture and description. This customer was contacted as recommended and we explained that the item they had received was exactly what they had ordered, offered them to return and reorder another item more akin to what they were hoping for. This has been requested and appealed and we are unable to go any further.
As stated at the top of this discussion I have spent hours in discussion with the support team who have directed me to do everything from requesting calls to requesting the feedback removal process yet I am still unable to get any help from someone who can actually look at the evidence of the feedback as it is very clear both of these feedbacks have been left in an unfair manor based on the fulfilment promises we have for our orders. I have seen on here many people having the same issue and I just want to ask if anyone has anyway of requesting a review by a person instead of the automated system as it only looks for the flags it is given and cannot take situational context into account for feedback. I have followed all advice, waited like informed to do and opened several cases to ask for help, I have also tried asking to escalate further to be told that is not possible as there are no managers to refer to, and I have asked numerous times for direction to someone or somewhere to make a complaint to but have been informed there is no way to make a complaint at all which is disheartening, I just wish to be heard out and given a fair chance when it comes to selling our products. I can attach all evidence and outline where things infringe the guidelines and provide the evidence of delivery and of the product listing to show all of the above if someone can just put me in touch with someone to review it
I am unsure as to what to do now and it is impacting my business and I seem to be unable to get any help at all, as a new seller in the past year the fact people are abusing the feedback system is really hurting me. Please can anyone offer any advice to assist me as I am really struggling with this, any advice or help would be amazing, thank you!
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn
@Simon_Amazon @Spencer_Amazon @Winston_Amazon
Issues with Negative Feedback and the Automated Removal Process
We have two seperate feedbacks that violate the policy Amazon outlines for Feedback removal, However after appealing both of them, and appealing the decision made further the Automated system still deems them acceptable.
I have spent hours on chat to the support team and was directed to the Account Health Call line which indicated they could not help, The Chat support has indicated I need to request through the Amazon feedback removal system however this is not possible when attempting to request on the feedback and it has already been requested once and rejected.
Feedback 1 is OrderID: 202-7953658-848031 and Case ID:10844971752
This Feedback States 'The order arrived to late for purpose' however if the Postage and Delivery dates are checked, which has been confirmed with the tracking ID and Royal Mail, the order was posted at the first possible postage day following the order placement, and was actually delivered on the first possible delivery date stated on the order. This order met every guideline possible for delivery dates and times, and if the Customer ordered the item knowing it would not arrive in time then left negative feedback it breaks the guidelines stated to us in the response from Amazon on the case, which is as follows
'We can strike-through feedback if the entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services.'
Feedback 2 is OrderID: 202-8199600-5937918 and Case ID: 10771844392
This Feedback States the item 'The item was not as shown and described' However by going to the item listing that is on the order and checking both the photo and description, the item is exactly as described. This customer may have confused this item for another or believed they were ordering something different but this is in violation as it is very clear that the item on the order is what they received based on the feedback description stating ' was not tartan at all. Just plain red' which again is shown in both picture and description. This customer was contacted as recommended and we explained that the item they had received was exactly what they had ordered, offered them to return and reorder another item more akin to what they were hoping for. This has been requested and appealed and we are unable to go any further.
As stated at the top of this discussion I have spent hours in discussion with the support team who have directed me to do everything from requesting calls to requesting the feedback removal process yet I am still unable to get any help from someone who can actually look at the evidence of the feedback as it is very clear both of these feedbacks have been left in an unfair manor based on the fulfilment promises we have for our orders. I have seen on here many people having the same issue and I just want to ask if anyone has anyway of requesting a review by a person instead of the automated system as it only looks for the flags it is given and cannot take situational context into account for feedback. I have followed all advice, waited like informed to do and opened several cases to ask for help, I have also tried asking to escalate further to be told that is not possible as there are no managers to refer to, and I have asked numerous times for direction to someone or somewhere to make a complaint to but have been informed there is no way to make a complaint at all which is disheartening, I just wish to be heard out and given a fair chance when it comes to selling our products. I can attach all evidence and outline where things infringe the guidelines and provide the evidence of delivery and of the product listing to show all of the above if someone can just put me in touch with someone to review it
I am unsure as to what to do now and it is impacting my business and I seem to be unable to get any help at all, as a new seller in the past year the fact people are abusing the feedback system is really hurting me. Please can anyone offer any advice to assist me as I am really struggling with this, any advice or help would be amazing, thank you!
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn
@Simon_Amazon @Spencer_Amazon @Winston_Amazon
Issues with Negative Feedback and the Automated Removal Process
We have two seperate feedbacks that violate the policy Amazon outlines for Feedback removal, However after appealing both of them, and appealing the decision made further the Automated system still deems them acceptable.
I have spent hours on chat to the support team and was directed to the Account Health Call line which indicated they could not help, The Chat support has indicated I need to request through the Amazon feedback removal system however this is not possible when attempting to request on the feedback and it has already been requested once and rejected.
Feedback 1 is OrderID: 202-7953658-848031 and Case ID:10844971752
This Feedback States 'The order arrived to late for purpose' however if the Postage and Delivery dates are checked, which has been confirmed with the tracking ID and Royal Mail, the order was posted at the first possible postage day following the order placement, and was actually delivered on the first possible delivery date stated on the order. This order met every guideline possible for delivery dates and times, and if the Customer ordered the item knowing it would not arrive in time then left negative feedback it breaks the guidelines stated to us in the response from Amazon on the case, which is as follows
'We can strike-through feedback if the entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services.'
Feedback 2 is OrderID: 202-8199600-5937918 and Case ID: 10771844392
This Feedback States the item 'The item was not as shown and described' However by going to the item listing that is on the order and checking both the photo and description, the item is exactly as described. This customer may have confused this item for another or believed they were ordering something different but this is in violation as it is very clear that the item on the order is what they received based on the feedback description stating ' was not tartan at all. Just plain red' which again is shown in both picture and description. This customer was contacted as recommended and we explained that the item they had received was exactly what they had ordered, offered them to return and reorder another item more akin to what they were hoping for. This has been requested and appealed and we are unable to go any further.
As stated at the top of this discussion I have spent hours in discussion with the support team who have directed me to do everything from requesting calls to requesting the feedback removal process yet I am still unable to get any help from someone who can actually look at the evidence of the feedback as it is very clear both of these feedbacks have been left in an unfair manor based on the fulfilment promises we have for our orders. I have seen on here many people having the same issue and I just want to ask if anyone has anyway of requesting a review by a person instead of the automated system as it only looks for the flags it is given and cannot take situational context into account for feedback. I have followed all advice, waited like informed to do and opened several cases to ask for help, I have also tried asking to escalate further to be told that is not possible as there are no managers to refer to, and I have asked numerous times for direction to someone or somewhere to make a complaint to but have been informed there is no way to make a complaint at all which is disheartening, I just wish to be heard out and given a fair chance when it comes to selling our products. I can attach all evidence and outline where things infringe the guidelines and provide the evidence of delivery and of the product listing to show all of the above if someone can just put me in touch with someone to review it
I am unsure as to what to do now and it is impacting my business and I seem to be unable to get any help at all, as a new seller in the past year the fact people are abusing the feedback system is really hurting me. Please can anyone offer any advice to assist me as I am really struggling with this, any advice or help would be amazing, thank you!
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn
@Simon_Amazon @Spencer_Amazon @Winston_Amazon
2 replies
2 replies
Sarah_Amzn
Hello @Seller_jUoHzQrDXAaoS,
Thank you for posting on Forums!
This is Sarah with Amazon.
I will check both cases with the partner team and let you know as soon as I have an update.
Best,
Sarah.
Sarah_Amzn
Hello @Seller_jUoHzQrDXAaoS,
Thank you for posting on Forums!
This is Sarah with Amazon.
I will check both cases with the partner team and let you know as soon as I have an update.
Best,
Sarah.
Sarah_Amzn
Hello @Seller_jUoHzQrDXAaoS,
Thank you for posting on Forums!
This is Sarah with Amazon.
I will check both cases with the partner team and let you know as soon as I have an update.
Best,
Sarah.
