Fulfilled By Amazon Negative Feedback Strikethough Change?
Hi everyone,
We are a fairly large seller of consumer electronics on Amazon via FBA and have been successfully trading on Amazon for several years now.
We have always known that Amazon often sends “refurbished” products to customers when they should be new. Obviously this will often result in the customer leaving negative feedback for the order which directly affects our feedback rating. Until a couple of months ago Amazon would always remove (in their words, strike-through) the feedback as this was their policy, adding the publicly visible response :
Message from Amazon: “This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience.”
The negative feedback also no longer had a bearing on our overall feedback score, which seemed fair as it was an issue caused by Amazon, not us.
Recently they seemed to stop doing this automatically, and instead they introduced a button next to the feedback where we could select from a few options, one of which is “Request Removal”…
Here’s where it all seems to lose the plot - when you select this option Amazon tells you the circumstances where they’ll allow the feedback to be removed, one of which is “Strike through feedback if it is regarding fulfilment or customer service for an order fulfilled by Amazon.” So it doesn’t look like the policy has changed. However, when you request the removal, it now always seems to fail and you get the message “We have reviewed this feedback and found that it is not in violation of our guidelines and has been retained. To request further review of this decision, re-open the case in Case Log”
You can open a secondary case but you then get locked into the feedback loop of hell which is Amazon Seller Support who are clearly not empowered to help in any way.
Has anyone else found this? It’s obviously a worry as we bend over backwards to maintain a 100% feedback score and had received only 1 legitimate negative feedback in the last 18 months - this month alone we’ve had THREE!
Hope someone can help.
Many thanks,
Paul @ SSAV
12 replies
Seller_EJIX7rqDNQJi2
I am sorry to hear that you are experiencing issues with having a difficulty getting a negative feedback removed, unfortunately, there have been a lots of reports on the forum from sellers struggling to have ratings for FBA orders struck through.
Since reopening the same case after being already denied twice is not possible and opening a new one over the same issue would be a violation of Amazon’s Duplicate Cases Policy, my only suggestion for you is to try to reach the customer and provide them these instructions to remove the rating:
Locate the specific order and then remove the unwanted feedback by clicking on the “Remove” button:
Or respond to the feedback with a polite comment showing all future customers that you weren’t at fault.
Seller_MLGttUuBB3PkR
Yes this has happened to us too, absolutely gutted as the feedback is completely unrelated and we are FBA too. There goes our 100% seller feedback 
