Account under a thread of deactivation for 1 star review
My product was ordered on 1st of January and I posted it on 2nd by standard Royal mail. In a week the customer contacted me with message that she hasn't received the order. I asked her to wait for another three days as the post office can be overloaded with parcels after the holiday and if the parcel is still not delivered I will make a refund. The customer agreed. Later I found out that in spite to our agreement the customer complained to Amazon and has got a refund and left a 1 star review for me. I sent her a massage with a request to delete her review as I am not responsible for the post office work. She didn't answer and didn't delete her review. Now I have a warning on my amazon page that my account is under thread of deactivation because of a 1 star feedback. I have never had feedbacks less then 5 stars before. Please, can somebody give me some advice about what can I do in such a situation.
Account under a thread of deactivation for 1 star review
My product was ordered on 1st of January and I posted it on 2nd by standard Royal mail. In a week the customer contacted me with message that she hasn't received the order. I asked her to wait for another three days as the post office can be overloaded with parcels after the holiday and if the parcel is still not delivered I will make a refund. The customer agreed. Later I found out that in spite to our agreement the customer complained to Amazon and has got a refund and left a 1 star review for me. I sent her a massage with a request to delete her review as I am not responsible for the post office work. She didn't answer and didn't delete her review. Now I have a warning on my amazon page that my account is under thread of deactivation because of a 1 star feedback. I have never had feedbacks less then 5 stars before. Please, can somebody give me some advice about what can I do in such a situation.
9 replies
Seller_ZVAz3d5lZuGid
I highly doubt that your account will be deactivated for just 1 star review - it will be a warning only. I have seen many accounts with terrible feedback and they are still operating.
Seller_TnBH4Q213xF7r
Contact Account Health if it says that your Account can be closed.
What rating have you got?
200 or above and unlikely to do anything
Josh_Amazon
Hello @Seller_brCaFJVVflERR,
I understand the situation you are experiencing with this product review. You can report product reviews that violate Amazon's Community Guidelines by using the "Report abuse" link directly next to the review on the product's detail page.
Please note that the review you mentioned appears to be a product review rather than seller feedback. Product reviews are managed separately from seller feedback and follow different removal criteria. If you believe the review violates Amazon's policies, you can report it using the method mentioned above.
In case you need support with a specific situation feel free to reach out to our Seller Support team.
Kind regards,
-Josh
Seller_0XWc3TbYeT9US
Are you sure that the threat isn't because you asked for the feedback to be removed? because they don't like that now, either. We got a violation after I sent an e-mail to a customer explaining that they had got completely the wrong end of the stock on a refund situation (basically they ordered 3 units, raised a return on one, but sent back all 3, so the order was refunded in full but as two payments) and I mentioned that they might like to remove their feedback (which they had left as soon as they messaged us) as it was "a bit pre-emptive". That's literally all I said but their system picked it up as a violation.
Fortunately we explained the reasoning for the email and it was removed. But just a word of warning about this type of thing!
