How does Amazon determine if Feedback is a shopping experience?
We recently received a feedback: A cheaply made knock off. Don't buy this.
We think the entire feedback comment is a review of the product, which should be removed. However, we received a response from Amazon: we are unable to remove this feedback because the feedback for order ID 205-3967226-1726716 does not meet our prohibited display guidelines. Since buyer feedback is a direct reflection of their Amazon shopping experience.
This seems very unreasonable. Can you help me with this? Thanks. @Ezra_Amazon
5 replies
Ezra_Amazon
Hi @Seller_NfG0Y6J2bxjZ8,
Thank you for reaching out.
Can you please share the case ID generated trough the feedback manager regarding your removal request?
Cheers, Ezra
Seller_IQo80d99W2DzP
The feedback is saying 'knock off'
Cambridge Dictionary says: 'a cheap and sometimes illegal copy of a popular, more expensive product:'
The Cambridge Dictionary of course could be classed as a knock off of the more well known Oxford English Dictionary (OED)!
Amazon may read it as: KNOCK SOMETHING OFF: to steal something: Knock something off from something. eg: He has a stack of computer equipment he's knocked off from various shops. eg: He was caught selling knocked-off car radios in the pub.
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I assume the feedback means, 'a cheap copy of a popular, more expensive product:' rather than the illegal part, but I guess Amazon's Bot picks up on that and thinks the item is a counterfeit item, eg: an illegal copy of a Designer Dress but made by xx brand instead, so not legal to sell.
If someone says knock off to me, I do not just assume a different brand of an item, but I assume they are telling me that it is a copy of the real known item, so that it is hard to tell the difference. A bit like when you go into Lidl and the packaging is virtually the same colour and type as the popular make like Kellogg's, but when you taste it, is a cheap 'knock off' - so is that then a product review, I guess so, as long as it does not say Kellogg's on it as well. (If 1 said Kellogg's and the copy said Kelogg's though, then I'd not be pleased).
I guess it depends on the item what the feedback is about, but a human needs to assess that, which Amazon no longer use. Eg: a cheap battery made by yy Brand and not Duracell, as long as it does not say Duracell is ok. However, an exact copy of a Rolex watch, but says Roiex, may not be legal.
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I have gone back though my 1 star feedbacks over the last 12 months, and most are unfair. Often Buyers not happy with paying for return postage as Amazon state they have to pay, or deductions as they do not send back as new, because they are so used to Amazon just refunding anything returned on FBA, even if they return a brick, rather than a TV
Ezra_Amazon
Hi @Seller_NfG0Y6J2bxjZ8,
The partner team mentioned they've removed the feedback as requested.
Could you please confirm? Thanks! Regards, Ezra