How do you actually get Amazon to help....seriously
We had a typical Amazon Seller Central help desk failure once again today. It’s frustrating because with any common sense and intelligence Amazon should be able to resolve it in 2 or 3 minutes but 4 hours later we are still no nearer to getting a resolution.
We specify 2 day shipping in our shipping configuration, but because most of our orders arrive next day, Amazon’s AI estimates next day delivery for all orders it appears, even when the delivery is to a remote area of Scotland.
As a result of this bug, a customer from Inverness was expecting next day delivery.
However once we despatched the order, another bug in Amazon’s AI then predicted to the customer that they wouldn’t get their order for six days and this resulted in the customer leaving a scathing 1 star seller feedabck.
The customer actually received the order within 2 days, and messaged us to say that he took back his comments and wanted to remove his seller feedback.
However, it seems that it is no longer possible for customers to remove seller feedback!!! I remember how difficult it used to be in the past to find the place to remove feedback, so I thought I’d help the customer and find out myself how to do it. I spoke to 2 Amazon customer services agents on amazon.co.uk and they both confirmed it was no longer possible for customer’s to remove or change feedback!!!!! Seller Central it seems doesn’t know this.
I contacted the seller central support and they say they can’t remove the feedback because it’s a reflection of the customer’s real experience, when clearly it isn’t a final reflection of the customer’s experience if you read the messages between us. The customer even acknowledge that it’s all Amazon’s fault that he left 1 star feedback in the first place.
So Amazon Seller Central support refuse to help and instead say to reach out to the customer and see if they will remove their feedback. But the customer can’t remove the feedback because Amazon in their infinite wisdom have removed that ability.
Is this just a taste of things to come in an AI world completely and utterly lacking in common sense?
I’ve been working on computer systems for 35 years and have personally never comes across systems as woeful as this.
How does everyone else manage? Do you get better support if you are FBA ?
How do you actually get Amazon to help....seriously
We had a typical Amazon Seller Central help desk failure once again today. It’s frustrating because with any common sense and intelligence Amazon should be able to resolve it in 2 or 3 minutes but 4 hours later we are still no nearer to getting a resolution.
We specify 2 day shipping in our shipping configuration, but because most of our orders arrive next day, Amazon’s AI estimates next day delivery for all orders it appears, even when the delivery is to a remote area of Scotland.
As a result of this bug, a customer from Inverness was expecting next day delivery.
However once we despatched the order, another bug in Amazon’s AI then predicted to the customer that they wouldn’t get their order for six days and this resulted in the customer leaving a scathing 1 star seller feedabck.
The customer actually received the order within 2 days, and messaged us to say that he took back his comments and wanted to remove his seller feedback.
However, it seems that it is no longer possible for customers to remove seller feedback!!! I remember how difficult it used to be in the past to find the place to remove feedback, so I thought I’d help the customer and find out myself how to do it. I spoke to 2 Amazon customer services agents on amazon.co.uk and they both confirmed it was no longer possible for customer’s to remove or change feedback!!!!! Seller Central it seems doesn’t know this.
I contacted the seller central support and they say they can’t remove the feedback because it’s a reflection of the customer’s real experience, when clearly it isn’t a final reflection of the customer’s experience if you read the messages between us. The customer even acknowledge that it’s all Amazon’s fault that he left 1 star feedback in the first place.
So Amazon Seller Central support refuse to help and instead say to reach out to the customer and see if they will remove their feedback. But the customer can’t remove the feedback because Amazon in their infinite wisdom have removed that ability.
Is this just a taste of things to come in an AI world completely and utterly lacking in common sense?
I’ve been working on computer systems for 35 years and have personally never comes across systems as woeful as this.
How does everyone else manage? Do you get better support if you are FBA ?
2 replies
Seller_d8YGbIjNqwFxn
FBA would strike the feedback through as it is delivery related.
If you use buy shipping and shipped on time it would also strike the feedback through as it is delivery realated.
Also if you SSA templates it states the feedback should be removed for delivery related issues but often it is not and customer service agents don't seem aware of this policy.
Your best bet here is to tag a Mod in and ask them to review the feedback. They maybe able to escalate it to a team who can strike it through/remove it. As you say it is not your fault and the package arrived on time.
Customer service agents are limited to what feedback they can remove. Over the years they have really tightened up the feedback removal rules.
If all else fails just leave a polite reply stating the facts. One negative feedback whilst annoying really doesn't impact sales much. I don't think many buyers even read feedback before buying.
Seller_ihr0dxtdeiM6C
Amazon seller support is shocking at the very least. I rarely bump into competent agents, and when I do it's so refreshing. But 90% of the time I end up weeping or laughing depending on my energy reserve levels.
As to fulfilment, I personally prefer FBA as their shipping fees are lower than Royal Mail's and I don't have to manually pack the orders.
One tip I can give: DO NOT use Evri for FBM. The few times I did, they lost a parcel last year, I filed a claim and they ghosted me since. Won't ever use again.
