Does anyone else agree that Amazon should give the feedback process a revamp?
So today I checked my Feedback and noticed that someone had left me 5* feedback saying... "Hi, The earrings were too small, my fault I should have checked. I ordered another pair which are being delivered today. I’m sure they will be fine. Thank you."
Absolutely over the moon BUT I don't sell earrings. I sell makeup. :/
However, the other day I got this... "Glasses. Tights no good at all. I sized up on outfit as well...I'm a Suze 16 ordered bigger and the tights don't fit my friend who is a size 10. Shocking!!!!!!!!!!!!!!!!!" ...and the buyer left a 1* negative.
Again I sell cosmetics, not tights, glasses, or outfits. :(
My seller rating dropped from 99% positive to 97% until I realized that it was an Amazon-fulfilled order and got it struck through on that basis. Nevertheless, potential buyers can still read that.
You would think in this day and age with advances in technology and especially with the resources that Amazon bring to the party, that they could come up with a system that simply does not permit a buyer to leave feedback against the wrong seller!!!
Especially when they rely on customer feedback to measure overall performance and penalise sellers who get a single negative!
6 replies
Seller_ZJhFeE3tNKzfh
I'm unsure such technology will ever exist. Customers can make mistakes - click the wrong button, get the order confused etc. Perhaps they ordered from you an amazon in the same basket - so you can see how it can happen. Many customers don't differentiate orders from amazon from orders from marketplace - its all from amazon to some.
It happens to us all unfortunately from time to time. Best you can do is appeal if possible, otherwise write a polite, factual response.
Seller_CJAn9FclIoBJn
Its the crazy world of Amazon. If someone leaves a 5* review for something you do not sell - great we have had that happen.
We were messaged by a customer to say they had accidentially left us a 1* review on our account which said 'buyer beware' They had bought from us and we happy with the product but were not actually going to leave us any review. But they did want to torpedo someone else and accidentially left it on our profile!
We created a case and spoke with Amazon and the customer messaged Amazon - They will not and do not remove reviews - totally nuts. But alas this is the silly crazy world of Amazon we are part of. They have never changed and in fact seller support has become a lot worse over the 4 or 5 years we have been selling on here. Best thing to do is keep your nose clean and have as little interaction with seller support as you can. Just reply to the review and politely say not an item we sell etc and move on.
Trying to deal with ss about anything sucks the life out of you. We had an issue with VTR due to an internal issue with Parcelforce where for around an hour the tracking numbers produced could not be read by Amazon even though they worked on the parcelforce website - Amazon could not get their head around that issue despite us obtaining a letter from parcelforce explaining it as an outage. We just gave us and waited for those tracking numbers to work there way through the dates measured.
The general idea is Amazon support cannot think for themselves and apply logic. They follow set processes due to the volume of work they have - if you fall into a crack between those processes its really hard to get out. We have dealt with lots of issues over the years and accept selling on Amazon is difficult - if you resolve something quickly happy days.
Seller_lJqYvTzOadIe5
I have to agree it is so bad, we even get returns on fba that are not our product, basically the customer orders a similar product for purpose from another supplier, they then do not like it and order ours, when they come to do the return they get mixed up, return the other suppliers product which is different we end up with a bad review, postage costs and refund and a product we do not sell, amazon obviously do not check returns.
Seller_GPLxAbyNPI33I
Best way to look at this is Amazon don't care less, C/S more shocking than it's ever been. Corporate greed plain & simple!
Seller_HlYoY898lHM30
I think the lack of reviews is a problem, people are quick to leave negative reviews because they're emotional, but only a few leave positive feedback. So it's incredibly easy to get a poor rating. Luckily Amazon allow the striking through of feedback otherwise we'd all be out of business!
I check feedback every week without fail.
