Why can't I get this feedback removed, surely it's abuse of amazon systems
Hi,
Someone purchased an item from me where the shipping date was estimated 1st to 2nd Feb. I dispatched 2nd Feb so dispatched on time and customer would have received the dispatch email. Then 3rd feb the customer just leaves a 1 star red fedback saying it’s taking ages to arrive, will I get it by Chritmas at this rate. The estimated delivery is 4th to 8th Feb which the customer would have seen anyway before purchasing the order. So surely this is not fair on me as the customer should know the estimated delivery times before purchasing meaning it’s not my fault as I have followed my dispatch time schedule. amazon said the feedback can’t be removed, but not sure if that was just an automated reply or a person.
Thanks
56 replies
Seller_EOmLRMFX8Oo9x
I’m afraid that feedback will not get removed no matter how unfair it is.
Remove customer feedback
We strongly suggest that you work with buyers to resolve negative feedback. As a general rule, Amazon does not remove customer feedback even if it is unwarranted or the issue has been resolved.
Amazon only removes feedback in the following cases:
- The feedback includes obscene language.
- The feedback includes seller-specific, personally identifiable information.
- The entire feedback comment is a product review.
Amazon will strike-through feedback in the following cases:
- The entire feedback comment is regarding fulfilment or customer service for an order fulfilled by Amazon.
- The entire feedback comment is solely related to delayed or not received deliveries, for orders shipped on time by the seller, with tracking, using Buy Shipping.
To manage or request removal of feedback, go to Feedback Manager.
Find out more
Seller_6sxtIS0RbZ5k7
Just respond to it saying something like, ‘The customer placed their order at the weekend when the Post Office was closed. The listing showed an estimated delivery date of 4th-8th February. This feedback was left on 3rd February.’
Seller_7VbclcPFFRTnc
I think a lot of customers presume all orders are prime you said despatch 1st - 2nd Feb so I presume they ordered it on 31st jan. In their heads amazon delivery next day so the perhaps didn’t realise it was from a 3rd party seller. Sorry thats no consolation I know .
Seller_KKcTTZzy6Jd6Q
Something else to consider is that customers can order from multiple sellers within the same order.
You don’t usually see when this happens because the items from other sellers are hidden from you but we’ve had chargeback claims in the past which have multiple items on them that weren’t ordered from ourselves (I believe this is the only time you can see the additional items).
This has GOT to be confusing for customers and I don’t have a clue how Amazon handles feedback in this case.
Seller_outzaThcXAq7S
Get use to Amazon’s abuse, it is how they operate. Sorry to disappoint you, but it is true. Eventually many of us will force to leave this platform if they don’t change. Not to mention their “exceptional seller support”.
Seller_Mi6R9tcTOAoU3
Customers expect to buy today, and receive yesterday. If you cannot generate 1.21 gigawatts to deliver ‘on time’, expect a neg.
Seller_4K2qdiWADHllq
Amazon would not remove it, but with some good polite customer service, my customer has removed it. They gave me the neg feedback by mistake as was suppose to be for someone else where they ordered something for Xmas and it still had not arrived.
Thanks guys.
Seller_xUKHc5xSYJmI4
Unfortunately you have been a victim of a person who wanted to damage your metrics. There was motive at the time of purchase. The staff have no way of removing the feedback unless you take the matter to the Executive team. A system that was designed to only protect those who abuse the platform and not the persons who sell on the platform.
You hear the above from lots of sellers.
Seller_QktOkV9nkAwhG
Forget Amazon. They are useless and don’t care.
Go direct to customer and ask to remove (include removal instructions)
Seller_k4H5v9VB5NnjF
I’ve had buyers order something Friday evening, then are screaming at me Monday lunchtime wanting to know why it hasn’t arrived yet!
