FBA Feedback for broken item ruining my product!
We keep getting this issue turn up. You send an item into FBA - Amazon ship it badly and it arrives at the customer broken (despite packaging in bubble wrap and gift box). The customer then leaves feedback on the PRODUCT saying it arrived broken 1 star. The product then gets rubbish conversion rates and dies as a product despite being really well made and well packaged. This is clearly an issue with Amazon’s fullfilment process rather than the product itself so why will they never take the feedback off the product! Does anyone know how to get this type of feedback removed??
13 replies
Seller_hC0hNVDuILaKO
Then obviously you need to upgrade your packaging to survive the rough handling from Amazon and the carriers.
Seller_qZO3ZCjoBXEeL
Your packaging needs to account for Amazon handling or you need to accept it is not appropriate for FBA?
Seller_nKqNWKHfZWsny
Sorry to say, but the packaging is NOT good enough, end of. You need to allow a throw over the gate, etc and NEVER mark something fragile, as that is a sure way for breakage (driver has a bad day etc).
Also Ceramics are heavy, dont pack too much into a box as that will cause issues, even if you can lift it easily, the courier who has 100+ calls wont care if it drops.
Amazon will usually overpack badly into another box which allows movement inside, or crushing etc and should be considered too.
Seller_L3E8iknKXqZNV
I bought a set of crystal wine glasses last year on amazon
2 out of 6 broken
packaging inadequate
seller claimed it just never happens
rubbish
would not buy this type of product again by post
Seller_bhSWqoVh7Pn98
Perhaps consider SFP (Seller Fulfilled Prime) that way you pack them, your courier, etc.
If not on SFP, they are now open to take on more Sellers, apply asap to get on the next round.
It still has lots of other issues as Amazon Customer Services decide everything (mainly to refund everyone no matter what), but as you pack, not FBA lack of packaging issues, etc
Seller_EJIX7rqDNQJi2
You need to prepare your products better to ensure they will not get damaged during transit and while being handled by Amazon.
Each of your FBA items needs to survive a 90cm drop test on all sides and edges. If they aren’t able to withstand this, you need to package them better.
And here are the general Packaging Requirements:
https://sellercentral.amazon.co.uk/gp/help/200141500?language=en_DE&ref=ag_200141500_cont_G201021850
In general, Amazon will remove Seller Feedbacks for FBA orders as long as all of the following applies:
-The buyer purchase rating is between 1 and 3 (inclusive).
-The buyer answers “Yes” to the “Item as described” question.
-The buyer answers “No” to the “Arrived on Time” question.
Product reviews are not subject to any of the feedback removal policies which are connected to FBA sales. Standard Community Guidelines apply.
Seller_wkxnGLHfk4hq2
i totally agree with you, you ship into fba its checked for damage on arrival, if its damaged you are notified, how has a seller can you be liable for how its been picked and packed, it should be Amazons problem, we have a 1 star review on a new loaf tin product with pics uploaded showing massive dint’s so either its been damaged in the warehouse and picked damaged or damaged in transit after being packed by Amazon, i contacted the customer, the item was sent unboxed and in a plastic bag, yes its metal but a plastic mailing bag, and of course no chance of them removing the review
