Removing NCX feedback and rating?

Hi All,

Just wish to seek advice from anyone who may have been in a similar position. Has anyone successfully appealed the internal NCX rating (note: this isn’t relate to product reviews nor seller reviews) - this is all to do with Voice of the Customer (internal ratings).

We label our own products using FKSN. This has always been correctly done as we have a second person check this before leaving our site. This shipment was no different. We received on a new product line 1x negative NCX rating as ‘Incorrect product sent’ which alerted us to an issue. After quite a bit of back and forth, it transpired Amazon FC had stuck a different variation label on top of our correct labels. We have no idea why. We didn’t ask for any relabelling or labelling service and it was done without any notification to us. We closed the listing and had organised a removal order to ensure there wasn’t a negative experience for other customers and discovered this on return.

We’ve fixed the inventory now and removed all their secondary labels and redone this again. Given the product was new and we had limited sales the NCX % is higher than average as we closed the listing down as a precaution whilst this was resolved so customers did not receive the incorrect item. We want to now have this removed as we’ve shown and been in touch with seller support that this wasn’t on us, and was clearly mislabelling on the Amazon FC front.

SS continue to send boilerplate responses and suggest that ‘feedback and reviews’ cannot be removed by seller support. Has anyone successfully had NCX rating overturned? The alternative is waiting 180 days for it to naturally disappear post the supposed violation but the concern is if we had any additional negative feedback for whatever reason it would mean the listing could be suppressed and have further issues so we want to have this reset before reactivating.

Any advice is welcome. Thanks in advance!