Amazon Feedback Manager does not follow it's own rules

@SEAmod

It frustrates me that I have to appeal to the Amazon Seller Forums again to remove feedback that Amazon’s Feedback Manager should have removed when we requested it.

For order# 111-3974935-5513035, the customer used the full name of one of our employees in complaining about our service. Regardless of the accuracy of his complaint (he was the one being abusive in the phone conversation), including a full name in the feedback should have allowed us to get this feedback immediately removed once we requested it.

Instead, the Feedback Manager replied in less than a minute with a denial of our removal request. The response message listed reasons that feedback could be removed, including: “The feedback includes seller or buyer-specific, personally identifiable information, including email addresses, full names, or telephone numbers.”

The feedback manager does not allow us to request removal for a second time, and an Amazon Seller Support representative confirmed that they could not appeal the Feedback Manager’s decision.

We need this feedback to be immediately removed for a clear violation of the feedback policy. We also need a better understanding of how the feedback removal process works. I have a difficult time believing that a live person is reviewing these requests given how quick the responses are and how the responses ignore the evidence we provide.

If the Feedback Manager is an automated system that is looking for a message format or keywords as a filter, we need to know how to format the request so it won’t be automatically denied. We would also appreciate it if you can forward our complaints to the department in charge of feedback management. They need to be held accountable for their poor performance.