I need some advice thank you
Hi everyone,
I really need your advice.
I’ve been selling electronic products on Amazon for one month. Recently, I used the Vine program to gift some products to customers in order to gather reviews as a new seller. Unfortunately, a customer gave the product to their 10-year-old son, even though it is clearly stated in the manual that the product is not recommended for children under 14. The child ended up getting burned, and I received a one-star review, which has significantly impacted my new business.
Now, my product rating has dropped to 4.2 out of 5, and the sales report isn’t looking good for a new business. I tried contacting Amazon to report this issue, but their response wasn’t positive—they consider it an honest review, despite the fact that it was caused by misuse, which was clearly outlined in the manual. I have disputed the review, but there hasn’t been any further response from Amazon.
What should I do in this case?
Thank you so much for your help.
2 replies
Seller_ZJhFeE3tNKzfh
Generally speaking, if there isn't anything in the review that goes against amazons community guidelines - amazon won't remove it.
Instead, while I agree the feedback is poor (in that they gave it to an underage child unsupervised) I would actually take that and make it clearer the age limit of the product - which isn't clear at all from the amazon listing (where it should also be clear its suitable for over 14s).
And maybe have actual shots of the item in use rather than a load of AI generated images. Are you supposed to have the product next to actual bare skin? Or do you hold it in a gloved hand. That is what you should be showing. You have a picture of it going in a pocket. Is it safe to do that switched on? Because a customer might think that.
I can't stress you should review the AI image seriously. Because what even is going on here? Who golfs in a foot of snow?
Seller_mS10UjVYuuGor
You joined Vine to get honest feedback and that is what you have received, sadly it wasn't all positive but feedback cuts both ways, there is no reason why Amazon would remove it.
Nobody reads manuals, do you? Your product page doesn't state age 14+ it only staes children should not use it unsupervised so it isn't surprising the customer gave it to their child. Do you even have 'for age 14+' in big letters on the box?
I slightly disagree with the comment above, the way I read the feedback I believe the child was being supervised. As to the images mentioned I would agree that golfing in deep snow is impractical but would be more concerned that you are displaying blurred out certificates, that doesn't give me any confidence that they are real.
Your attitude comes across as there is nothing wrong with the product and it was the customers fault. A customer can call a product faulty, a retailer cannot openly call a customer faulty, that's just the way it is, it'll always be the products fault. You have written a set of values in your content, were they just words or do you mean them.
From a business perspective you have to make sure your product never burns anyone again, adult or child even if you need to pause sales or recall them. Any second case of it burning someone will stop sales completely even if Amazon don't ban it themselves so think carefully how you proceed.
All that said you have a competitively priced product in a competetive market, if you can get it right then the sales are there to be had.
I need some advice thank you
Hi everyone,
I really need your advice.
I’ve been selling electronic products on Amazon for one month. Recently, I used the Vine program to gift some products to customers in order to gather reviews as a new seller. Unfortunately, a customer gave the product to their 10-year-old son, even though it is clearly stated in the manual that the product is not recommended for children under 14. The child ended up getting burned, and I received a one-star review, which has significantly impacted my new business.
Now, my product rating has dropped to 4.2 out of 5, and the sales report isn’t looking good for a new business. I tried contacting Amazon to report this issue, but their response wasn’t positive—they consider it an honest review, despite the fact that it was caused by misuse, which was clearly outlined in the manual. I have disputed the review, but there hasn’t been any further response from Amazon.
What should I do in this case?
Thank you so much for your help.
I need some advice thank you
Hi everyone,
I really need your advice.
I’ve been selling electronic products on Amazon for one month. Recently, I used the Vine program to gift some products to customers in order to gather reviews as a new seller. Unfortunately, a customer gave the product to their 10-year-old son, even though it is clearly stated in the manual that the product is not recommended for children under 14. The child ended up getting burned, and I received a one-star review, which has significantly impacted my new business.
Now, my product rating has dropped to 4.2 out of 5, and the sales report isn’t looking good for a new business. I tried contacting Amazon to report this issue, but their response wasn’t positive—they consider it an honest review, despite the fact that it was caused by misuse, which was clearly outlined in the manual. I have disputed the review, but there hasn’t been any further response from Amazon.
What should I do in this case?
Thank you so much for your help.
2 replies
2 replies
Seller_ZJhFeE3tNKzfh
Generally speaking, if there isn't anything in the review that goes against amazons community guidelines - amazon won't remove it.
Instead, while I agree the feedback is poor (in that they gave it to an underage child unsupervised) I would actually take that and make it clearer the age limit of the product - which isn't clear at all from the amazon listing (where it should also be clear its suitable for over 14s).
And maybe have actual shots of the item in use rather than a load of AI generated images. Are you supposed to have the product next to actual bare skin? Or do you hold it in a gloved hand. That is what you should be showing. You have a picture of it going in a pocket. Is it safe to do that switched on? Because a customer might think that.
I can't stress you should review the AI image seriously. Because what even is going on here? Who golfs in a foot of snow?
Seller_mS10UjVYuuGor
You joined Vine to get honest feedback and that is what you have received, sadly it wasn't all positive but feedback cuts both ways, there is no reason why Amazon would remove it.
Nobody reads manuals, do you? Your product page doesn't state age 14+ it only staes children should not use it unsupervised so it isn't surprising the customer gave it to their child. Do you even have 'for age 14+' in big letters on the box?
I slightly disagree with the comment above, the way I read the feedback I believe the child was being supervised. As to the images mentioned I would agree that golfing in deep snow is impractical but would be more concerned that you are displaying blurred out certificates, that doesn't give me any confidence that they are real.
Your attitude comes across as there is nothing wrong with the product and it was the customers fault. A customer can call a product faulty, a retailer cannot openly call a customer faulty, that's just the way it is, it'll always be the products fault. You have written a set of values in your content, were they just words or do you mean them.
From a business perspective you have to make sure your product never burns anyone again, adult or child even if you need to pause sales or recall them. Any second case of it burning someone will stop sales completely even if Amazon don't ban it themselves so think carefully how you proceed.
All that said you have a competitively priced product in a competetive market, if you can get it right then the sales are there to be had.
Seller_ZJhFeE3tNKzfh
Generally speaking, if there isn't anything in the review that goes against amazons community guidelines - amazon won't remove it.
Instead, while I agree the feedback is poor (in that they gave it to an underage child unsupervised) I would actually take that and make it clearer the age limit of the product - which isn't clear at all from the amazon listing (where it should also be clear its suitable for over 14s).
And maybe have actual shots of the item in use rather than a load of AI generated images. Are you supposed to have the product next to actual bare skin? Or do you hold it in a gloved hand. That is what you should be showing. You have a picture of it going in a pocket. Is it safe to do that switched on? Because a customer might think that.
I can't stress you should review the AI image seriously. Because what even is going on here? Who golfs in a foot of snow?
Seller_ZJhFeE3tNKzfh
Generally speaking, if there isn't anything in the review that goes against amazons community guidelines - amazon won't remove it.
Instead, while I agree the feedback is poor (in that they gave it to an underage child unsupervised) I would actually take that and make it clearer the age limit of the product - which isn't clear at all from the amazon listing (where it should also be clear its suitable for over 14s).
And maybe have actual shots of the item in use rather than a load of AI generated images. Are you supposed to have the product next to actual bare skin? Or do you hold it in a gloved hand. That is what you should be showing. You have a picture of it going in a pocket. Is it safe to do that switched on? Because a customer might think that.
I can't stress you should review the AI image seriously. Because what even is going on here? Who golfs in a foot of snow?
Seller_mS10UjVYuuGor
You joined Vine to get honest feedback and that is what you have received, sadly it wasn't all positive but feedback cuts both ways, there is no reason why Amazon would remove it.
Nobody reads manuals, do you? Your product page doesn't state age 14+ it only staes children should not use it unsupervised so it isn't surprising the customer gave it to their child. Do you even have 'for age 14+' in big letters on the box?
I slightly disagree with the comment above, the way I read the feedback I believe the child was being supervised. As to the images mentioned I would agree that golfing in deep snow is impractical but would be more concerned that you are displaying blurred out certificates, that doesn't give me any confidence that they are real.
Your attitude comes across as there is nothing wrong with the product and it was the customers fault. A customer can call a product faulty, a retailer cannot openly call a customer faulty, that's just the way it is, it'll always be the products fault. You have written a set of values in your content, were they just words or do you mean them.
From a business perspective you have to make sure your product never burns anyone again, adult or child even if you need to pause sales or recall them. Any second case of it burning someone will stop sales completely even if Amazon don't ban it themselves so think carefully how you proceed.
All that said you have a competitively priced product in a competetive market, if you can get it right then the sales are there to be had.
Seller_mS10UjVYuuGor
You joined Vine to get honest feedback and that is what you have received, sadly it wasn't all positive but feedback cuts both ways, there is no reason why Amazon would remove it.
Nobody reads manuals, do you? Your product page doesn't state age 14+ it only staes children should not use it unsupervised so it isn't surprising the customer gave it to their child. Do you even have 'for age 14+' in big letters on the box?
I slightly disagree with the comment above, the way I read the feedback I believe the child was being supervised. As to the images mentioned I would agree that golfing in deep snow is impractical but would be more concerned that you are displaying blurred out certificates, that doesn't give me any confidence that they are real.
Your attitude comes across as there is nothing wrong with the product and it was the customers fault. A customer can call a product faulty, a retailer cannot openly call a customer faulty, that's just the way it is, it'll always be the products fault. You have written a set of values in your content, were they just words or do you mean them.
From a business perspective you have to make sure your product never burns anyone again, adult or child even if you need to pause sales or recall them. Any second case of it burning someone will stop sales completely even if Amazon don't ban it themselves so think carefully how you proceed.
All that said you have a competitively priced product in a competetive market, if you can get it right then the sales are there to be had.
