Negative Seller Feedback for missed delivery?
Hi, I recently had an order which shipped out correctly with Evri and when they attempted to deliver, no one was in so it was returned to the depot. They tried 3 more times before they then returned it back to me. The buyer later left negative feedback out of the blue saying item wasn't delivered?? I don't get how this is my fault and why hey have left negative seller feedback? I'm a fairly new seller on Amazon so this feedback has caused my order defect rate to go above the target due to the small quantity of MFN orders that I do. I was wondering if anyone could help? Thank you
0 replies
Seller_ZJhFeE3tNKzfh
There's not a lot you can do to get it struckthrough UNLESS you used Amazon Buy Shipping. if you did - then the below is for you
Negative Customer Feedback: If you dispatch on time with tracking via Buy Shipping, and the buyer leaves seller feedback solely related to delayed or undelivered packages, you can request to have the feedback reviewed. If approved, the impact of the feedback is removed from your Order Defect Rate, and the buyer’s comment will be displayed with a strike-through and the statement: The fulfilment issues associated with this order were not due to the seller.
Otherwise - all you can do is leave a polite factual response to the feedback.
Seller_k2X0L9mVRT0pW
unfair as it is- Amazon are unlikely to remove it as it doesn’t break their guidelines.
Leave a polite factual response saying Evri tried 3 times to deliver but no one was ever in.
Seller_uE3yT0CVhftqM
Buyer wasn't at home, and didn't get package. Direct A-Z claim, buyers know how to destroy sellers on amazon.
Seller_lmJOjF6JybyzB
it could also be worth emailing the buyer and appealing to their better nature. A lot of customers when they order from amazon assume that amazon handles the whole thing and there are no third parties involved.
Seller_QFivb25YBNqBc
Did you message the buyer when the item was returned? If you did not, you should message the buyer and issue a full refund in the future. Hopefully, your order defect rate will improve soon.
Seller_S3aHFfAjpTNul
You cannot do anything practical except take it on the chin. You will get used to this on Amazon who do not care a hoot. Once your feedback score stabilises a little the odd negative will not really matter. But each time you get a negative you should make a reply on the feedback page. If the problem was your fault then apologise .. if the problem was the customer then let them know - but be polite about it (there are many ways of saying what you really mean without actually saying it!) or you will get suspended. If the problem lay elsewhere (eg with delivery) then apologise, explain, and rectify if possible . We have found this 'system' works quite well, and makes the best of what is an unfortunate (but occasionally inevitable) situation. Remember though that on Amazon the scammers [Moderator Edit: removed inappropriate commentary] always win if they push.
