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Automated shipping & negative review removal by Amazon - it don't work!
For anyone thinking of using automated shipping think twice - we were contacted directly by an Amazon associate. They explain that when using an automated service with an approved courier any negative feedback regarding delivery would be removed. That may be fully removed or based on a strike through on the customers comments. We have been on the automated service now for around 2 years and I can tell you it does not work.
It is supposed to offer the customer a realistic delivery date based on Amazons algorithims looking at the customers address and the service being offered. For instance if you use a next day service and they live in more remote parts of the UK the customer will be offered a 2 day service, rather than the next day service you (the seller is using). So the location may be mainland UK but Amazons system has identified the location often does not actually receive a consistent next day service, hence 2 days is offered.
The reality -
Customers being offered a next day service to the Isle of Arran - it does not happen for items that weigh 26kg and the last part of the journey is carried out by royal mail. Same next day service being offered to go to the Isle of Man. LOL.
This is picked up from another thread we created but even if the item arrives on time- The customer could have already left you a negative review that day as they had not received it at that specifc point during the day.
We have only ever had one strike through on any review left over the time we have been on an automated service. In other words even when the item was on time (regardless of automated shipping features) it will not be removed.
Had a case runnning for around 4 days now where SS keeps asking you to use the feedback manager system/tool. They cannot get their heads around the fact the feedback manger tool only asks 3-4 basic questions you cannot proceed further if you do not answer 'yes' to one of them. There is literally no method to get SS to engage with their own policy on negative feedback removal. I have cut and pasted into the case and actually sent them the document where it clearly states negative feedback based on shippping will be removed or struck through.
I cannot say that I am surprised. It is a bit comical really that no-one in Amazon thought about actaully implementing the system correctly or addressing it when it does not work.
SS just say its not their department! I have given up but keep popping off a response to the twonk they come out with. I would imagine they will shut the case soon without a reply facility which is a bit pathetic but standard practise.
Imagine what the feedback score would be for seller support - 1 star I would guess. Would have to deactivate the entire department.
24 replies
Simon_Amazon
Hello @Seller_CJAn9FclIoBJn,
Here Simon from Amazon, happy to try to help.
Quick question to understand the issue better.
Are you referring to Shipping Settings Automation or Buy Shipping?
Best,
Simon
Seller_CJAn9FclIoBJn
See case notes 9760111772 which was closed.
Then case 9759031072
SS basically admitted your automated shipping policy for removing negative feedback does not work. Total fantasy - in the case mentioned the item was not even late.
There are numerous others we have not mentioned!
Simon_Amazon
Hello @Seller_CJAn9FclIoBJn,
Regarding Case ID 9760111772, indeed the order was delivered within the Expected Delivery Date.
I escalated the case internally and the team will provide updates as soon as possible.
Best,
Simon
Seller_CJAn9FclIoBJn
Good luck! If you look at the notes SS says they have no power and the only way to remove the feedback was to use the feedback manager system. this is flawed as there is no option for automated shipping review removal. The associate admitted the only way to remove it was to ask the reviewer. They do not care or know how to do it.
Ultimately its Amazon policy and you cannot actually enforece or have method to carry out your own policy. We have numerous examples of this - we have just forwarded this as a good example.
Simon_Amazon
Hello @Seller_CJAn9FclIoBJn,
After investigating the issue, the feedback should have been removed.
Could you please double check and confirm?
Best,
Simon
Seller_CJAn9FclIoBJn
@Simon_Amazon
It has been removed.
How do we get these sort of reviews removed in future - Seller support say there is no mechanism to do so?
Other than the feedback maanger tool which doesnot have an option for this issue.
I assume an algorithim should do this automatically and it clearly does not work.
Whats is the process?
Thanks for your help!
Simon_Amazon
Hello @Seller_CJAn9FclIoBJn,
Thanks for confirming that the feedback has been removed!
Sometimes, there might be challenges that prevent Seller Support from being able to remove the feedback. I would recommend continuing to request feedback removal via Feedback Manager and appealing if necessary. If unsuccessful, don't hesitate to reach out on the forums.
Best,
Simon
Seller_CJAn9FclIoBJn
Thats what we did - feedback removal tool does not give the option to remove feedback -which should be by carried out by Amazon automatically. So the feedback manager is useless. Seller support say its not their department and cannot contact the department that removes feedback they admitted it in case 9759031072. So we have no option to request it through seller support or feedback manager. In other words your process regarding automated feedback removal relating to automated shipping settings is flawed - it does not work as per thread. So, who do we appeal to???
Seller_zIV5NCYZvvVOT
We have the same issue. Most of the negative feedback we receive which are solely about the delivery of the parcel or the performance of the carrier is not striked off despite being on the Shipping Settings Automation and have been using for around the same amount of time (2 years).
On each negative feedback I open a case and try to explain in as much detail as possible. I include the link to Amazons own page
https://sellercentral.amazon.co.uk/help/hub/reference/G8WRJF2N5B787XKQ
Where is clearly says the following:
2. What if my carrier doesn’t meet their delivery promise and I get negative feedback?
With SSA enabled, your account health is protected from negative feedback due to late deliveries, and we will suppress negative feedback related to late deliveries on your SSA orders, as long as:
You shipped the orders on time
You provided valid tracking information
At ship confirm, you used a shipping service that matches (or is faster than) the service that was used by SSA used to calculate delivery promise. You can see what method was used on Order Detail page and Order API.
The order was shipped domestically.
On each feedback I clearly explain all 4 points on that passage. Showing evidence that our order was shipped on time. Provide the tracking number which is valid. Used a service which matches or is faster and is ticked on SSA and we only ship from our domestic warehouse.
Despite meeting all the requirements that Amazons own page mentions, I always only get the standard template response from Amazon and none are taken off.
Surely there must be a contact we can cc into the case that can actually look into the case and strike the feedback off as promised by Amazon?
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