Customer said he's changed feedback but hasn't - what to do?
A customer contacted me to say that my product had broken on the first few uses. I had a spate of these a while back and put it down to one delivery box being dropped in transit. I changed the way I pack them months ago but unfortunately the customer received one from the old batch which must have been at the Amazon warehouse for months.
I sent him out a replacement and also gave him a full refund as an apology, he emailed back to thank me. The following day I noticed that he had left me a two star review saying that the item had broken almost immediately.
I emailed him after he had received the replacement and the refund to ask if he would consider updating his review and he said he already had.
A few days later and the review hasn’t changed. I’ve already left a comment on the review to explain how it happened but should I contact the customer again to tell that if he intended to change the review then it hasn’t worked?
11 replies
Seller_2BrPSydGy6oyq
Are you referring to feedback, or product review, it’s not clear from your post as you refer to both terms?
If seller feedback, then your buyer cannot amend, only remove the complete feedback.
Seller_n3kq7gcIclCDM
Sorry, it was a product review, not seller feedback.
Seller_EJIX7rqDNQJi2
Why would you send anyone a free replacement + a full refund and allow him to keep them the original product as well? This is what happens when you are too generous. You should have followed the Amazon policy and asked the buyer to return for a refund.
Since the buyer left you a 2 star product review, you are not allowed to contact the buyer and ask him to alter it or remove it. It would be a product review manipulation, which is against the rules.
