Customer accusing me of sending marketing material for adult toys
A customer has left negative feedback accusing us of sending an Amazon voucher and big photographs of adult toys months after the sale, and that they are not happy about this etc… . We sell food items! I have checked the order and it was fulfilled by Amazon and we don’t send nor have we ever sent any sort of marketing material by post or by email to anyone. My buyer seller messaging feature has been deactivated long time ago, so I have no way of getting in touch with this customer to seek clarification.
What should I do now? Should I raise this with Amazon?
0 replies
Seller_lljyzgTxr5fgI
Absolutely you should. However, it is probably more a case of the customer getting mixed up here. I suspect the customer has received another item from somebody else, which has contained this material and mixed them up with you or the customer is being malicious. Amazon would not have included such material so there are no other explanations. Contact seller support and ask for removal and if that fails then email the managing director here
Seller_DROodOAYHftnc
That doesn’t make sense - why ?
If they contacted you then you should be able to reply.
Seller_xUKHc5xSYJmI4
Just like you get feedback back for an order you did not send and relates to another seller. Amazon should remove these reviews instead your having raise a case and attempt to get the feedback removed.
I was reading a case the other day where feedback contained defamatory statements about the company the company decided to issue court proceedings.
Seller_8Wsckn3UoR095
We had this a few years ago… They sent a message though, not feedback. Their message said we had sent explicit images of a man… We didn’t have CCTV at the time but all of our staff were completely confused, we were confused… We sent from a pack of pens from our knowledge. We replied asking them to go to the local police station and report it. We did the same, as a just in case, never dealt with anything like it before. We never heard anything back from them, it was a weird one…
We did also raise it with Amazon.
Seller_nKqNWKHfZWsny
Are the items co-mingled at the FBA warehouse, could be another buyer who is signed up to a literature distro, and pays you to put them in. You receive a box with goods and a load of guerilla marketing as well.
Seller_TZDbq3BQCPO9z
You said it was an FBA order so you should be able to get it removed on your feedback page.
Seller_x1xMSBwZsJrTE
It sounds like they have got you mixed up with another seller.
One possibiltity is the way Amazon displays orders to the customer.
When a customer places multiple orders with different sellers at the same time, they all get lumped together. If the buyer has a problem with one of the items futher down their list of items, it’s EXTREMELY difficult to contact the seller of that item.
This happened to me some time ago as a customer. The first order on the list seems to take priority over all the rest and seems to be some sort of default. So you can contact the seller of the first item on the list without any issues, but the rest, well that’s another story.
I don’t know if Amazon have changed things since then, but if not, that might explain things.
Seller_mbIkluVdnTyII
The issue was resolved. I left a public reply and afterwards, requested a feedback removal. The feedback was promptly removed as it did not meet Amazon’s standards.
The issue is that the customer alleged that the offending material, “big s** toys photographs” to quote her, and an Amazon voucher was sent to her months after she placed an order with us and that she was not happy that a seller was allowed to do this. I checked the order the feedback was related to, and she only bought one of our products about 4 weeks ago.
It is still possible that this was a mix up, but still it’s not right to pin the accusation on someone based on an assumption. Or perhaps some level of malicious intent was involved too.
