Completey unreasonable customer feedback which Amazon won't remove
Hi all,
We sell custom printed t-shirts, which are made to order/bespoke. A customer purchased a mens t-shirt in size Large on the 24th June which they received either yesterday or today.
The customer got in touch saying that they had received the wrong size of t-shirt. The wording of their initial message made us slightly unsure whether they meant that they had either
(a) received a Medium when it should have been a Large (which would be our mistake) or
(b) received a Large but had meant to order a Medium (which would be their mistake).
So we asked if they could send a photo of the size tag, just so it was completely clear. They sent a photo of the size tag which confirmed the t-shirt was Large, and so from our point of view we had gotten their order correct.
We sent a screenshot of the order details to the customer to point this out, as well as stating that if they wanted to order another in a different size, we would be happy to put them to the front of our print queue as a gesture of goodwill.
The tone of the customer’s initial message was already accusatory and verging on unreasonable, and subsequent messages continued to get more heavily into this territory. It’s hard to be completely objective of course, but our replies were very prompt, and as factual/professional as possible, whilst maintaining that a replacement/refund wouldn’t be offered as the customer had received exactly what they had ordered.
Inevitably we’ve received a negative feedback, which Amazon wouldn’t rescind automatically and they have also responded very quickly to the case we’ve opened on it stating that it wouldn’t be removed because “the buyer has not received item as described” despite this being completely incorrect.
The case on the feedback has been marked as “answered” and can’t be reopened. Does anyone have any experience of similar scenarios or know a way to have the feedback removed which doesn’t involve the customer removing it?
Thanks
24 replies
Seller_esvgLzKXw2YAl
There are so many threads on feedback posted on here it’s crazy.
The rules for feedback removal are remarkably simple, if extremely strict.
If what was left from the customer does not fall within these, Amazon will not remove it.
It really is as simple as that.
What exactly does the feedback state?
Seller_3A03USqpyGEw1
Hello
Amazon new feedback criteria have just pushed to extreme the abuse and unfair and will hit so many sellers , the criteria is just madness
If bots doesn’t identify the feedback as against amazon policies , even by Arguing Explaining and transferring it to seller support so that a human looks at it , You will receive in less than seconds an automatic feedback That they won’t change it ( which proves nobody from amazon looks at the case when it concerns feedbacks )
The most hilarious and unfair reason they put at the end of automatic reply is that :
Please keep in mind that feedback from our customers is a direct reflection of their shopping experience on the Amazon Marketplace. Do not pressure buyers to remove feedback.
Which literally means that whatever are the intentions of a buyer , whatever really happened , you as a seller is always wrong
I had a customer buying from the USA , which left us a 2 star feedbacks “ didn’t know it would come from Europe “
Amazon refuses to remove the feedback…
Seller_zqXUMelHPsbw8
Had similar unfair feedback. Had an order placed for 1 x Light bulb, the customer sent a message saying send 3 bulbs. As I charged extra for postage at the time, I contacted the buyer and said place another order for 2 and I will refund all postage. Never heard anything so sent the bulb (which was late by then) he then placed another order for 1 x Bulb which we sent. Then received neg feedback for both orders which was - “You ripped off an old person you b******”. I then refunded both orders and asked him to remove the feedback, that never happened and Amazon said the feedback was fair and measured after looking at the details of events!
Seller_TX7yhVegrfOrA
If all else fails contact managing director team. They actually use there brains and will take a look at it. Pretty much I’ve had 4 negative feedbacks which they wouldnt remove even though it was clear that either Amazon Fulfillment Center or customer was at fault and the MD team removed them within 24 hrs.
Seller_cedsnRIkO32W2
I bet I can beat you.
Our customer ordered a 12pack case of food items, Amazon had split the case into individual units, they got in touch and we told them to keep the product and we’ll go ahead and process a refund. They then went ahead and left negative seller feedback claiming anyone dealing with us will lose money! They were quids in.
Seller_G4ekMmUbn9lOF
We have tried to get a review remove that describes a totally different product to the one the customer bought, it is clearly a mistake on the reviewers part, they had bought an academic resource and left a review about a phone case, yet we still couldn’t get it removed! It is all about the algo, a small percent of incorrect or unjust reviews are allowed to happen, to reduce admin time and overall, maintain the integrity of the review system. I am not justifying it, as from a sellers perspective it is awful when this injustice happens, but I can see why Amazon implement this policy as irritating as it may be.
Seller_Ebi1HuwKblk3N
I had 1 star feedback left for a face mask which didn`t arrive…
We sell electric fires…
I couldnt contact the customer as they didnt have a phone number on their account and their messages bounced…
Amazon refused to remove it, even thought they agreed the feedback was left on the wrong item.
Seller_DSR2YGZ9y5ZXa
Received 1 star feedback for a pair of scissors that customer says they didn’t receive. We sell tanning lotions not scissors. Amazons bots would not remove as doesn’t meet criteria and customer service refused to remove even though they agreed the feedback did not match the order. Welcome to Amazon selling.
Seller_9qV0h95gUbpSO
Update, a reply from the Executive Seller Relations Team:
"My name is David and I’m a member of the Amazon.co.uk Executive Seller Relations Team. Jeff Bezos has received your email and I am responding on his behalf.
I have reviewed your issue regarding the feedback removal request for Order ID: [REDACTED]
As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.
Please note, the feedback for this order does not violate our feedback policy. Our Seller Support associates were correct in their assessment.
Amazon will only remove feedback in the following circumstances:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review.
You can contact the buyer via your Buyer-Seller messages to attempt to resolve any issues with the order.
If your buyer has indicated that they will remove the feedback, you can forward the following instructions:
Go to Your Submitted Feedback here:
https://www.amazon.com/gp/feedback/view-all-feedback.html
Go to Your Account (link below) and click Seller Feedback Submitted by You under Personalization.
https://www.amazon.com/gp/css/your-account-access
Click Remove link next to the feedback you would like to remove.
As this feedback does not violate the Amazon Feedback removal Policy, only the buyer can remove the feedback.
For more information on the feedback removal policy, please click here:
https://sellercentral-europe.amazon.com/gp/help/G20231?referral=A1J0DYVVS8503F_A3LJ7EPJB6A5SJ
While I understand you may disagree with our processes, it’s not one which will be changed and further correspondence on this matter will not alter the outcome.
Thank you for your understanding in this matter.
David
Amazon.co.uk Executive Seller Relations
======================================="
Well, I certainly disagree with their processes. Unfortunately it looks like my e-mail outlining all of the facts and common sense points that a human might be able to understand or interpret has essentially been viewed through the same lens as the automatic feedback removal bot. Oh well.
Presumably then as long as my feedback reply doesn’t include any obscenity/profanity, personally identifiable information, or a product review, I could reply whatever I want to ‘reflect the overall seller experience’, even if it’s completely fabricated nonsense. 
