Incorrect feedback from a customer.
Dear Amazon Feedback Team,
I hope this message finds you well. I am writing regarding a recent negative feedback we received from a customer regarding a refund issue (Case ID: 15805001241).
We had already processed the refund for this customer and allowed them to keep the product while canceling the replacement request. Despite this, the customer left feedback stating, "As per your last message, I did cancel the replacement order. Please precede with "Request a Full Refund: Submit a request for a full refund through the order page." I want a full refund via the same payment method. Thank you" This statement does not accurately reflect our actions to resolve the situation.
We believe there may have been a misunderstanding, and we kindly request a review of the feedback. Given the steps we have taken to address the customer's concern, we feel that the feedback is unfair and may negatively impact our seller rating.
Please investigate this matter further and assist in either correcting or removing the inaccurate feedback.
Thank you for your time and support.
0 replies
CR_Amazon
Hello there @Seller_fDWYjmotkMEGX
My name is CR and wanted to hop in here. Please know that I am not a member of our Seller Support team but rather a community manager here within our forums.
Have you tried utilizing the feedback manager tool to address this yet? If so, and you are still having issues, I'd recommend next reaching out to Seller Support by following this link.
If you have already opened a case on this and have a case # to provide, feel free to pop that below and I'd be happy to take a further look here.
CR_Amazon