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On this page, you will learn how customer feedback is handled for FBA orders.
Customers can leave feedback for sellers on orders that are fulfilled by Amazon just as they do for merchant-fulfilled orders. When negative feedback is related to the fulfilment or services provided by Amazon, the negative rating can be struck through,* so it won't affect your performance metrics. The customer's comment will remain with a note from Amazon that states, "This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience."
When a customer leaves negative feedback, but the entire feedback is related to the service provided by Amazon, including fulfilment and customer service, you can request to have the negative rating struck through.* We will review the feedback and if in our judgment it applies exclusively to the fulfilment or customer service provided by Amazon, we will strike through the negative rating, and it will not reflect on your performance metrics. However, if in our judgment any portion of the comment applies to the condition of your product as indicated on your listing (New, Used, etc.) or any service that you, rather than Amazon, provided or arranged to be provided to the customer, the feedback and negative rating will remain without edits. Use the Contact Us form to request a review of negative feedback.
For more on Customer Feedback, go to View My Customer Feedback.
If customers contact you regarding the packaging of the products they received in their order on Amazon.ca, direct them to Your Account > Packaging Feedback. Customers can submit feedback for any order that has been placed within the last 60 days, including submitting ratings and a photo of their shipment.