Hello fellow sellers,
I need some guidance on a negative feedback issue that I believe is completely unfair and out of my control.Order ID: 114-7612468-9978647
Buyer Name: DianaShipping Carrier: DHL Express I
Shipped the order on time using DHL. However, I was informed by DHL that the package could not clear U.S. Customs because the buyer’s name was listed only as “Diana” with no surname or company name. DHL specifically asked for the full legal name or company name along with ID proof to release the shipment.
I messaged the buyer several times through Amazon’s messaging system requesting the needed details. Unfortunately, the buyer never responded.As a result, the shipment was returned to origin. Even though this issue was caused by the buyer's lack of response, I still issued a full refund to ensure good customer service.Despite all of this, the buyer left a 1-star feedback, blaming me for the non-delivery.
What I’ve done:
Provided DHL’s official communication showing the customs issue.
Submitted screenshots of my unanswered messages to the buyer.
Filed a feedback removal request to Amazon Seller Support.
Why I believe this feedback should be removed:
Issue was caused by customs, not seller performance.
Buyer did not respond to any of my requests for information.
I refunded the full amount once the item was returned.
I acted responsibly and professionally throughout.
Has anyone experienced something similar? Any advice on how to get Amazon to consider this fairly?Thanks in advance for your help.
Shah Faishal