Hi there – is there a way to strike through seller feedback left for seller-fulfilled orders due to courier delays?

I’ve recently received negative feedback for items marked as “not received,” even though they were delivered shortly after the feedback was left. In both cases, the parcels arrived just 2 days late (the day after the feedback was posted). As a goodwill gesture, I refunded the postage cost to the buyer, but the feedback has not been changed and I’ve had no further response.

The items were sent using 24-hour tracked delivery, with postage purchased directly through Royal Mail.

In the past, Amazon has automatically struck through similar feedback once tracking showed delivery, with the note: “The fulfilment issues associated with this order were not due to the seller.”

However, in these cases the feedback was left before the tracking status updated.

I believed these should be eligible for removal/strike-through due to courier delay, the feedback now being factually incorrect, and the fact that I use Amazon’s Shipping Setting Automation (which states it offers protection from delays), but I’ve had no success.

I’ve tried appealing through Feedback Manager (where there appears to be no option to appeal) and contacted Seller Support, who have told me they cannot help with feedback.

I can’t see any way to properly appeal these comments, yet they are now putting my account at risk of deactivation. If anyone can advise how I can get these reviewed or appealed, I would really appreciate the help.

Our account has undergone Amazon KYC review and is currently in a suspended state

The Amazon seller's system seems to have a serious bug

Within 24 hours after we submitted the Amazon KYC documents, the system showed that the KYC had been approved, but unfortunately our account is still closed

At present, we are unable to obtain any information regarding the account closure, and we do not even know the reason for the closure

We have been operating legally and paying taxes, and Amazon has withheld and paid 20% of our sales tax on our behalf

At present, this is the busiest period of our business, and the inability to sell has brought us tremendous survival pressure. Our employees and I are currently facing risks to our livelihoods

Unfortunately, we have submitted multiple cases, sent emails, and called customer service, but have yet to receive any solvable solutions or actionable guidance

We can't even know what we did wrong? What are the reasons for our account being suspended?

Therefore, I earnestly request the following:

My issue was intervened by an Amazon verification specialist, rather than automated decision-making.

Any suggestions or experience sharing from other sellers facing this issue

We have invested a lot of time, energy, and resources in selling our products on the Amazon platform. I sincerely hope that Amazon can fairly and quickly resolve this issue, which concerns the livelihoods of dozens of employees in our team

Thanks to everyone

Over 24 hours since dispatched, and still waiting for payment on some of yesterdays orders.

I get folk panicking, and it's shocking (and no surprise) that it's just swept under the carpet by the powers that be - but this has happened several times before over the years and payment does eventually get added to the balance.

I have received a reply from Amazon. They confirmed that I set the orders as dispatched, and told me it can take up to 24 hours for it to update. If after waiting this amount of time it's not updated reply to the case. No recognition that this is clearly an issue for a lot of people, but I'll wait the time. 2-3 hours and I expect I'll be getting back in contact with them!

Hi All,

Same problem here - orders marked as dispatched almost 24 hours ago now and absolutely no sign of payments updating and no sign of the order in the transaction view.

Orders do still appear as shipped in manage orders (which is something) but Amazon are not updating payments.

This needs sorting pdq or I am simply going to put my stuff on holiday on Amazon until this is sorted and I know I am going to get paid for sales!

All the best. J.