Item sold used, customer left a 1 star feedback because it's not new
Hello Everyone,
I am having a hard time dealing with this buyer feedback. Customer ordered and received a used item. Left a 1 star feedback stating "it's not new". According to customer's feedback, she thought she bought a new item since it was purchased thru buy box.
Feedback manager does not remove this feedback since it does not catch certain words or phrases.
Case ID : 15911128851
Can anyone help me with this?
@Dougal_Amazon @Rose_Amazon @SEAmod @KJ_Amazon
42 replies
Seller_MyXY4Myx9zVcR
If you are shipping used items yourself, you should include a standard Amazon printed packing slip with a description of the item you have sold.
If FBA is shipping your used item, good luck! FBA ships everything without packing slips.
Seller_qTJiCxRI8PpIZ
I had this very same problem, only it was a return because they confused my listing with the parent listing. It's frustrating. Amazon will do nothing unless there is foul language or personal information on the review. Your best is to comment the review with an apology and explain in the comment that yours was listed as used in the first place. I wish I had better news for you.
Seller_oF5HB95OyJK1x
I just had one where the buyer bought a clearly described former library book, stated in Condition notes and on the packing list. He accused us of changing the description post sale, as if that is possible. The 1 star feedback and nasty comment on how we lied was posted. The AZ Gods removed it! I actually cried a little, I was that grateful. There is hope, try to dispute it.
Seller_wnc1pjYEF5ZqF
Happens all the time. Eat it and move on.
Seller_fBZFdwrGdO0Cb
So sorry and Amazon sticks by his rules !
Seller_1sZE5n9hympJR
Even though you have sufficient evidence the item description and buyer feedback do not align, Amazon does not remove or even further review these. We even had one recently where where the buyer outright indicated our description was accurate and they made a mistake, two moderators ghosted us on here.
You'll have to comment on it, move on, and take the hit.
I do wish Amazon required the buyer to make contact to the seller first prior to leaving feedback. Unmanaged product reviews are fine, but seller feedback at least should give sellers the oppurtunity to help first.
Seller_qLMhsj0bcU6eb
Same here. The item we sent out was all new, but the customer purchased it and returned it to the Amazon warehouse, where Amazon's warehouse staff inspected it and it marked it as used and put it back on the shelves for sale. After the customer bought the used item at a very low price, he complained to Amazon that the item was used and not new, and Amazon actually accepted the complaint and gave a warning and deducted performance points in our seller center. Speechless as hell and as disgusting as eating a fly.
Seller_AJxxLujbGDqaW
Calculate your time effort and anguish in monetary terms, work it out and decide is it really worth spending your time on this, just move on, it is really not worth it.
Seller_zGoDlPZLneGhF
Lots of commenters saying you won't be able to get the feedback removed, I disagree!
Give the mods some time to get down the list to your post, I bet they will escalate it to an internal team and get it removed for you.
You held up your end of the deal and the buyer somehow missed that it was used. That does not warrant them leaving you negative feedback, it will take a couple weeks but I am confident you'll see it removed.
I am speaking from many experiences, the mods are extremely helpful here and go to bat for us sellers in many ways.
Way too many people saying "not worth the time" or "move on" - stand up for your business and reputation, it's worth your time.
Seller_WtOwWhtSrFjva
I feel you. Customers do not read.
I sell seeds. People are constantly ordering thinking they are getting a vegetable even though the listing says "seeds" at least four to five times.
And then I want to say, "You think you are going to get 25 fresh bell peppers for $4.99 plus $2.99 to deliver. You are not very smart." But I don't.
On our website we have our plants listed but in bright red it says, "We do not ship plants." And people are constantly ordering plants.
