We are looking for input from other sellers and, particularly, an Amazon moderator on an issue where we believe the feedback-removal review is overlooking the circumstances behind the refund.

Order ID: 206-2003952-5663567

Case# 13309016912

The buyer left the following seller feedback:

“disappointed given reduced refund. it said I’d pay £2 something. they’ve taken 44% of cost but even a used product its only 25%? It was unused. Only the cellophane removed to find a ‘blank’ to cut additional keys. But there are no standard blanks narrow enough to fit it so, it had to be returned. It is not unreasonable to want additional keys. The cabinet was unused. I feel very cheated.”

We acknowledge that the buyer received a partial refund. However, the important point is why the partial refund was issued.

The returned product was received with the original packaging removed and without suitable protective packaging, and the goods arrived damaged. We documented the condition with photographs, which were also associated with the return/refund process.

We therefore used Amazon's own returns/refund functionality to issue the appropriate partial refund based on the condition in which the goods were returned.

We have now repeatedly requested removal of the feedback, explaining the above circumstances and providing the supporting evidence.

However, Seller Support has repeatedly responded with the same standard explanation:

“The buyer's feedback is about a refund issue and our review confirms that the buyer has only been partially refunded for the order.”

We are struggling to understand how this addresses the actual issue.

The question is not whether a partial refund occurred. The question is whether the seller should be negatively penalised for applying Amazon's own authorised refund process based on the documented condition of returned goods.

The feedback states that the buyer feels “cheated”, which gives the impression that the seller arbitrarily withheld 44% of the purchase price. That does not reflect what happened.

We did not simply decide to keep part of the refund. We followed the process available to us through Amazon after receiving the goods in a damaged and non-original condition.

We have asked Seller Support to review:

• The actual condition of the returned goods.

• The photographs submitted with the return/refund.

• The reason for the partial refund.

• The Amazon returns/refund process used by the seller.

• Whether the seller complied with Amazon's process when making the refund decision.

Instead, we have received essentially the same template response several times, followed by a suggestion to post a public reply to the buyer.

We understand Amazon's stated feedback-removal criteria. However, we believe there is a wider seller-protection issue here:

If Amazon provides sellers with a returns/refund mechanism that permits a partial refund where goods are returned damaged or not in the required condition, should a seller then receive negative seller feedback simply because the buyer disagrees with the resulting refund?

We would genuinely like to hear from other sellers who have experienced something similar.

@Seller_Udi0JNbTrsmUV @Seller_ZyGdB49sb7An4 @Seller_XUNeUuvrQDpgP @Seller_j9Bd91CW3ZVpr @Seller_YeWcEeTwlVO93 @Seller_l3eCP9f1PtJXC @Seller_lmwzklfLOK2Ob @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK

Amazon moderators: could you please review this case and clarify how sellers are protected from negative feedback when the feedback is specifically caused by a refund decision made in accordance with Amazon's own returns process?

We are not asking for removal merely because the feedback is negative. We are asking for the circumstances and evidence to be properly considered rather than the case being determined solely on the fact that a partial refund was issued.