Amazon won't remove feedback then say we can deactivate your account
I have to say sometimes I am at my wits end with amazon.
Customer ordered an item on FBA. they apprently got it wrong twice according to the feedback. I go through the feedback manager to have this removed and it say no. no idea why
I then re open the case and ask them to review, they say the customer got the wrong order so feedback stands.
It then won’t let me re open the case so I open a new one and ask them to check what they stated as it clearly shows it was processed by amazon - computer says dont open multiple cases
I then call up and ask them to review the situation to confirm they agree with me, yes sir we do, you are right, customer got the wrong order and we processed the order I can see that. I will escalate this.
I get a email after this saying all feedback removals should be done through the feedback manager.
YES I KNOW I HAVE DONE IT 3 TIMES ALREADY! arrgghhhh!
I keep my cool and call up again and they confirmed they will esclate it. I get an email from the “leadership team” that all feedback removals should be sent via feedback manager and they system will decide and then the kick in the groin - if I continue to open cases about the same topic then my account will be deactivated.
I dont know if I should laugh or cry. I wouldnt need to keep openeing cases or talking to someone if it was just done and corrected the first time. Feel like banging my head off a wall. I am not sure if I came on here for help or to vent. I doubt I will do anything now as I have the fear they will do something if I try to actually suggest again that they are wrong and the system is wrong so I will just leave the feedback there.
I am just baffled sometimes!
46 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 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:
Otherwise, you would get the latest warning message:
“The use of any means other than the Feedback Manager to request the removal of feedback including the use of the Contact Us feature in Seller Central is prohibited. If you continue to request feedback removal outside of Feedback Manager, it will result in the deactivation of your account.”
Seller_Nprc5XWvdLYk9
If one of the moderators is reading this can we please be told how to correctly appeal a feedback removal request when it is incorrectly denied - such as an fba or sfp order the automated system is not fit for this purpose.
the appeal to feedback decision is dealt with the same robotic approach (and does not address the issue)
I am sure I speak for many other sellers when I say that we appreciate that dealing with feedback removal requests is an drain on amazon’s seller support resources - but this automated system if anything is generating more work than it saves when dealing with SFP and FBA issues.
Seller_EJIX7rqDNQJi2
There are multiple moderators who are present on the forum every day, some of them even during weekends, but they only ever respond when they find it appropriate or simply privately message posters to assist them.
Their job is mainly to moderate the forum, rather than give official statements on behalf of Amazon over issues they cannot influence.
Seller_sFEUMUfeW5484
The latest Amazon poll is very appropriate to this.
Seller_DTrNv5POp8UZl
I have come to the conclusion SS email are actual bots picking up keywords…I get so frustrated when continually their responses dont match what I’m asking and I regularly reopen cases at least 4times to get a response… I just keep reopening and asking again and finally get a human but I’ve had. cases closed permanently so I just open a new one and eventually it gets addressed but now I have to email jeff@amazon.com to get a response and when they reply - I’ve been right, but then next time I have the same issue I’m on the merry go round again… I dont mind inflexibility if they are consistent with the rules/policies but it seems to depend which way the winds blowing to what response I get, which isnt right…
Seller_3u63TG7fpfnG6
i have just received a negative for a dvd that came loose in box, which has spoiled my 100% amazon, will not remove it, can i leave same as nearly every dvd i order comes loose as the flimsy plastic bags are not fit for purpose
i am afraid of getting more of the same as i sell with FBA and have no control over the type of packaging used
Seller_6UXx3z1LrSbo0
I recently had a customer REQUEST CANCELLATION, so I cancelled the order. then the buyer left bad feedback, saying I cancelled their order… Amazon will not remove the feedback as they say its the buyers prerogative. What?
Seller_N6BdnTb7YT1X8
I assume the rigidity of the system as it stands is Amazons response to the feedback manipulation debacle of last year and earlier. (Feedback Manipulation vol 3).
However - most of the offenders are still happily trading on Amazon and b) the rest of us have to suffer.
Seller_r5tdKTfyTtgvl
I’ve had the same issue a few times this week - instances where the feedback is clearly a product review, but the bot wont remove it. When I reopen the case I get the same stock response. Seems they’ve changed the process as it used to be no issue getting incorrect feedback removed.
After having never had a negative in the past 3 years I’ve had 2 wrongly upheld this week.
