Negative feedback stating that the item is fake when we have only genuine goods straight from manufacturer
Good afternoon, I need some advice regarding unfair feedback issue.
Yesterday I have noticed that the customer had left me negative feedback stating that the item is fake.
I treat items authenticity very serious and I always buy goods directly from manufacturers and I have Invoices confirming that.
Customers feedback is: “These are fakes. The mouthpiece doesn’t fit into the silicone tube and it doesn’t even look like the original plenty parts.”
I have asked Amazon to remove this feedback because it looks like a product review and that the claim about authenticity is untrue as we have only genuine goods and I can provide Invoice with manufacturer’s contact info but I have received such answer:
“We are unable to remove this feedback because the buyer claims the product to be a counterfeit product.”
Amazon stated that I can ask customer to remove such feedback but since it was FBA sale I don’t have any option to contact buyer.
I could only send customer a physical letter before action in a complaint about untrue statement that can damage our business. At the moment I don’t see any option to contact buyer…
I’m very serious about such unfair feedbacks because I know that all of my goods are 100% genuine and I always have Invoices as a proof.
I sell hundreds of goods each month and it is very frustrating that customers leave feedback only if something is wrong and they are unhappy. They always have option to return goods for a refund but I struggle to understand why I receive such feedbacks for FBA sales when it has nothing to do with my seller performance.
Please advise what options do I have.
4 replies
Seller_gOlDFgS5Li5Jc
have you a product inauthenticity complaint in account health if not this could be the next thing for you to deal with which you will be able to fight easily with proper invoices they are unlikely to remove the feedback though but you could try again if/when you have an inauthentic complaint show in your account health and argue the toss with them when they pass your invoices as genuine but they still probably will not remove the neg just the way it is wrong but the way it is
Seller_ejwc84JNL5Uk6
Do you allow your stock to be comingled at FBA? If so your buyer may have received someone else’s returned stock which may well be fake. Be careful about contacting the buyer accusing them of lying and defamation before you know more.