Customized order - negative feedback?
Hi everyone,
We recently started to sell on Amazon, all is going well and we’ve received a few positive feedbacks, but just recently we received one 2 star feedback from a buyer that states
“2nd tag was not engraved”
However, upon checking the customers original order, they actually didn’t request any customization on the 2nd tag, if they didn’t choose personalisation on their product, can I appeal this to Amazon to get it removed? I realize feedback is removable only in certain circumstances, e.g. if they are a product review or what do you guys recommend is the best course of action?
Thank you,
0 replies
Seller_hC0hNVDuILaKO
You can try, but since it does not meet any of the removal criteria it is unlikely that you will succeed.
Just leave a polite note next to the feedback explaining the situation, for other potential buyers to see.
Seller_j4qOx3FnSoENm
It’s worth trying to get the feedback removed and then if it’s auto denied reply to the case that is created.
We had one on Friday where neutral feedback was left because the customer stated " we stayed in all of Friday to wait for the parcel".
I requested removal, denied, replied to the case and stated that as per the delivery option they chose delivery was estimated at between Thursday 1st August - Saturday 3rd August.
After support looked at it they removed the neutral feedback.
Seller_EJIX7rqDNQJi2
This could be well-represented as a Product Review but everything will depend on how the particular representative views it. As the comment doesn’t state that the product was not as described, just that it was not engraved.
Firstly, try the automated Feedback Manager feature and if you have the request rejected, simply reopen the case and include a written explanation why you believe the rating should be removed.
Seller_bdSdLjti4IugQ
Hi, we sell customised ourselves and the best solution for this is you tick the box that the field is required and it cannot be left blank or an option not selected. So either the customer has to select an option 1. Small or Large or if it’s a text input box they have to type something… and we then write a question such as 1. What is the name to be engraved (if not required put N/A)… It’s also worth adding a second box for the same customised option so you have Input box 1. What is the name to engrave? and then Input box 2. Please re-type/ re-confirm the name … then you cover yourself against spelling mistakes.
Seller_xUsxhm3zU60Fl
@DeadGoodUndies1 @Kika
I applied for the feedback to be removed and presto! it was automatically approved, thank you guys for your help, really appreciated, learn something new everyday. 
@dragonmaster
Thanks for the tip! May give that a try for a few days on the product to see how customers react!
Thanks again to everyone for your help.
