Products matched to wrong Asin
Amazon matched my products to the wrong Asin during onboarding. I became aware of this when some of my products weren't received as being "in stock", despite being sent many weeks before. After investigation, it became clear that they matched a number of my products wrongly to an Asin of my other products meaning one product was wrongly listed as in stock and the other product out of stock/not received. I told Amazon about this and they did nothing to fix it.
A short time later I received a 1 star review of my product on Amazon where the customer explicitly said that they received the wrong product (the exact issue I told them about). Unfair as it was FBA and not me who posted it. Amazon have refused to remove the review and in addition will not check the wrongly matched Asin until a customer who receives the wrong product sends it back!! If they don't I could continue to receive negative reviews and nothing will be done if the customer doesn't send it back. Surely this is not correct. Desperately need some help here.
13 replies
Seller_zDUw7ekrB6OEy
I would create a removal order and get them returned to yourself if possible. If you wait for Amazon you could end up with poor metrics. Did you label these or did Amazon label them?
Ezra_Amazon
Hello @Seller_efpI82a28HqEV,
I checked with our partner team and they've started working on your case (#10983500842). Have you heard from them yet?
Let me know! Ezra
Ezra_Amazon
Hi there @Seller_efpI82a28HqEV,
I've received the following partner team response confirming that:
- They can only assess review content based on Community Guidelines violations
- They cannot factor in backend operational issues when evaluating reviews
- The review contains product-related feedback and does not violate the guidelines: "Brilliant coffee"
I completely understand how frustrating this situation with the FBA labeling error must be for you.
This is the partner team's decision, and as a moderator, there's nothing more I can do from my side. I really wish I could help further, but my hands are tied on this one.
Thank you for understanding, Ezra