@Sarah_Amzn @Maja_Amazon @Spencer_Amazon @Sakura_Amazon_ @Simon_Amazon

Experience with buyer:

Within the space of 2 hours we received a message from customer asking if their order would arrive before Christmas followed by a negative feedback before we could even respond to them:

"1/5 - We were told to wait to see if it turned up. To check with neighbors in case it was delivered to someone else"

*To be absolutely clear, the big point of contention here is that I NEVER communicated ANYTHING to the customer before the feedback was left and Amazon themselves can see this.*

When checking the tracking the order was delivered on time to their neighbour and this has been communicated to the buyer since with the exact address along with a polite request to remove the feedback. We have received no response and the damage is done...we have received a feedback which is not merely unfair, but is verifiably false.

-----

Experience with seller support/feedback removal:

Having memory of another similar false feedback of a similar nature in the past that seller support/feedback team helped remove, I spoke to seller support (Case ID 10555490172) who understood the issue and that while it wouldn't be removed under the typical criteria; it warranted manual removal which first required requesting removal via Feedback Manager, then appealing the case giving the existing Seller Support Case ID.

I was told if the appeal was unsuccessful, to contact seller support again.

The appeal was unsuccessful (Case ID 10556086852) and closed, and I spoke to seller support again from the original case ID.

While I referred to the original case notes I explained this all over again and seller support just kept telling me to request removal - which I did while on the phone and then told me to reopen the new case - which I could not because the case could not be reopened. Seller support then advised they would look at it and contact me via email. A short time later...that Seller Support case is then also closed and can not be reopened.

-----

I have been on Amazon for a long time and know what to expect of seller support and feedback - the process and policies, that feedback is typically not removed as it is a reflection of the buyer's experience. The big trouble here is that the feedback DOES NOT reflect the buyer's experience with me as the seller at all, as I had not communicated anything to them (and if I had, it would be much more clear and precise than the account they gave). I can only imagine either the customer is making it up entirely, or their feedback is a reflection of a conversation they have had with Amazon's own support team - either way, it's grossly undeserved and false, and Amazon themselves can see that the entirety of their feedback is NOT reflective of their experience with myself as the seller as very clearly there has been no such contact.

----

TLDR: Buyer gave entirely false negative feedback about 'what they were told' when we had not told them anything. It's possible that 'what they were told' came from Amazon themselves! Amazon can undisputedly see this feedback is false to which Seller Support agreed, yet Feedback Removal appeal got nowhere and both of the cases are closed.

Can one of the moderators please help in getting this removed?