Fraudulent 1-star review - product never shipped, order cancelled - how do you actually get it removed?
Hi all,
We have a 1-star review on our listing that is clearly fraudulent. The customer purchased, left the review the same day, and the order was cancelled - the product was never shipped, never delivered, and they were never charged.
This is a direct violation of Amazon's own guidelines: "Reviews should be based on actual experience with the product."
We have:
- Reported the review via the Report button
- Raised 5 cases with Seller Support
- Emailed Amazon community help
Every response has been generic. The case was even closed without resolution.
Has anyone actually succeeded in getting a review like this removed? What worked? Any help appreciated.
Fraudulent 1-star review - product never shipped, order cancelled - how do you actually get it removed?
Hi all,
We have a 1-star review on our listing that is clearly fraudulent. The customer purchased, left the review the same day, and the order was cancelled - the product was never shipped, never delivered, and they were never charged.
This is a direct violation of Amazon's own guidelines: "Reviews should be based on actual experience with the product."
We have:
- Reported the review via the Report button
- Raised 5 cases with Seller Support
- Emailed Amazon community help
Every response has been generic. The case was even closed without resolution.
Has anyone actually succeeded in getting a review like this removed? What worked? Any help appreciated.
14 replies
Seller_6HXPDZ2n6YG3n
Who cancelled the order you or the customer? If the customer cancelled it on the same day, as you said, they should not be able to leave negative feedback. Even if they do, Amazon must remove it.
Please also share what you wrote to Case Support. Maybe the issue was not addressed clearly enough.
Seller_sg54Fq7GfBZzn
Amazon wont do anything I am afraid. We have seen this, brand new item, not even one sold, woke up to a one star review. How can there be a one star review with non sold ? its absurd.
Appealled it to amazon ? same generic message
"this is a direct view of the buyer experience and will not be removed"
Well Amazon its not a direct review of a buyer experience if there was no buyers !!!!!!!!
Where as I bought something and it was horrific, I left a review and the company is repeatedly emailing me offering me a free replacement and £20 if I remove the review. Many of these companies also send items too Amazons fulfilment centres with leaflets in that breach ToS
So at both ends of the spectrum its bad. Do Amazon do anything ? sadly not
Xander_Amazon
Here's what I'd suggest as a next step: if you haven't already, try reporting the review directly to our Community team through this path — go to Customer Service, select "Something else," then "Amazon Community," then "Customer Reviews," and choose "Violations of our Guidelines." From there, select "I need more help" and send an email. This is a separate channel from Seller Support and goes directly to the team that reviews these requests.
Once you've submitted through that channel, allow 3-5 business days for a response. If the review is still there after that and your case was closed without resolution, please share your case ID here and I'll be happy to look into escalation options on my end.
For more details on the process, check out our post here: https://sellercentral-europe.amazon.com/seller-forums/discussions/t/process-update-reporting-product-reviews
Seller_Y6V2xdbvmYvBI
you have said they were never charged so how did they make the order they must have been charged to make the order and cancel it
the alexa thing gives 1 star reviews maybe the alexa has given the review see older posts on 1 star reviews by alexa as may they have reviewed the order through the alexa and not realised
mountain and mole hill some reviews you just have to take on the chin
fraud is a heavy word to use when its not fraud at all
Josh_Amazon
Hello @Seller_I3vLITkfI90GQ,
I understand you are reaching out about a 1-star review from a customer whose order was cancelled and never shipped.
I'd like to note that the community-help email is no longer active, so that path would not have yielded a response. The recommended method is the "Report abuse" link directly next to the review, which you've already done.
To look into this further, could you please share the ASIN, the direct link to the review, and one of your case IDs? With that information I can check on the status for you.
Kind regards,
-Josh
Seller_1vyLJePYDN9hf
So you are admitting that Amazon has a bot running which deliberately wastes sellers' time by recommending solutions that it knows are not going to be effective?!
Seller_UR8pt3AKmjTIm
Hi @Josh_Amazon
I have the exact same issue myself as OP for an MFN order.
I have just followed the earlier instructions which even allowed me to submit an email and promised a reply within 6 hours so I'm surprised to hear that is no longer monitored.
I'm desperately trying to find the right team to get in touch with about getting this fixed and being passed from pillar to post with no one actually being able to help.
TL;DR:
1: Customer initially claimed the order had been placed by her daughter's friend as a prank using her Amazon account without her authorisation.
2: The order had already been dispatched, so I advised her to return it through Amazon's returns process.
3: The item was returned in a used condition and was no longer resellable.
Following guidance from Amazon Seller Support, I issued a 50% partial refund due to the diminished value of the returned item.
4: The customer then opened an A-to-Z claim, which was ultimately decided in my favour.
5: Throughout the entire transaction, due to the customer's behaviour and continuous messages, I had to continually receive support from Seller Support and only acted according to their guidance.
6: The customer also left a 1-star review which was purely in retaliation and includes commentary regarding the refund outcome ("he refund half of the amount") and directs customers not to buy from the seller ("don't ever buy from this customer"), which I believe falls outside Amazon's product review guidelines here:
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GLHXEX85MENUE4XF&ref_=pe_112072911_1112165401_cm_em_cg
Details requested:
ASIN: B0GKJG6K4T
Seller Support Case ID: 12671386822
Review Link: https://www.amazon.co.uk/review/R2EPXMEA1FBK3R/ref=cm_cr_dp_d_rvw_ttl?ie=UTF8
I would be extremely grateful if you could take a look and advise whether the review complies with Amazon's review policies and assist in any way with getting this removed.
Many thanks for your help.
Seller_hb4AG4jVAz5CP
Also, with reviews of 1 and 2 star it should be mandatory to leave a review. I have too many 1 star reviews with no explanation which I find suspicious.
