Request for Review and Removal of Unjustified Negative Feedback
Dear Amazon Seller Performance Team,
I am reaching out regarding several recent negative feedbacks received on my Amazon store.
The issues primarily stem from unexpected shipping delays and logistics-related problems, which were unfortunately beyond my control. In each case, I proactively contacted the affected customers, offered full refunds or replacements, and did my utmost to resolve their concerns. Despite these efforts, a few customers proceeded to leave negative feedback, which has negatively impacted our account health and ODR.
Below is a summary of the situations in question:
The products were shipped on time from our end; however, delivery delays occurred due to issues with the carrier, which we had no control over.
In one instance, a customer requested to cancel their order, and I promptly approved the cancellation through the system. Shortly afterward, the customer left negative feedback stating:
“When will my bank account be credited with the amount of $55.17? I paid by debit. Please advise.”
As you are aware, once an order is cancelled, the refund is processed directly by Amazon, and the timing of the funds reaching the customer depends on their bank or payment processor — not the seller.
In conclusion:
While customer feedback regarding product quality and seller performance is important and should be transparently reflected, a large portion of the negative comments we’ve received are unrelated to the actual product or service and are caused by factors outside the seller’s responsibility.
What is particularly concerning is that, despite opening multiple cases with Amazon Customer Service, we have yet to receive any decisions in favor of the seller. This leaves us with limited means to defend our store’s reputation and account health.
Therefore, I respectfully request a thorough and impartial review of the negative feedbacks listed below. I kindly ask that those found to be unjustified be removed and that any associated impact on our account health be cleared accordingly.
- OrderID: 701-5889114-3944229 , CaseID1: 17801960621 , CaseID2: 17801901981
- OrderID: 701-8629161-3842669 , CaseID1: 17801685371 , CaseID2: 17802127111
- OrderID: 702-0251567-0329818 , CaseID1: 17801790511 , CaseID2: 17802064241
- OrderID: 701-8755439-0273854 , CaseID1: 17802035051 , CaseID2: 17800926471
- OrderID: 702-2706529-1366653 , CaseID: 17801909421
- OrderID: 702-4816364-9213003 , CaseID: 18111069001
- OrderID: 701-2950618-5292251 , CaseID: 18111282061
Thank you for your time and understanding.
@Ricardo_Amazon
Best regards,
New store007
Request for Review and Removal of Unjustified Negative Feedback
Dear Amazon Seller Performance Team,
I am reaching out regarding several recent negative feedbacks received on my Amazon store.
The issues primarily stem from unexpected shipping delays and logistics-related problems, which were unfortunately beyond my control. In each case, I proactively contacted the affected customers, offered full refunds or replacements, and did my utmost to resolve their concerns. Despite these efforts, a few customers proceeded to leave negative feedback, which has negatively impacted our account health and ODR.
Below is a summary of the situations in question:
The products were shipped on time from our end; however, delivery delays occurred due to issues with the carrier, which we had no control over.
In one instance, a customer requested to cancel their order, and I promptly approved the cancellation through the system. Shortly afterward, the customer left negative feedback stating:
“When will my bank account be credited with the amount of $55.17? I paid by debit. Please advise.”
As you are aware, once an order is cancelled, the refund is processed directly by Amazon, and the timing of the funds reaching the customer depends on their bank or payment processor — not the seller.
In conclusion:
While customer feedback regarding product quality and seller performance is important and should be transparently reflected, a large portion of the negative comments we’ve received are unrelated to the actual product or service and are caused by factors outside the seller’s responsibility.
What is particularly concerning is that, despite opening multiple cases with Amazon Customer Service, we have yet to receive any decisions in favor of the seller. This leaves us with limited means to defend our store’s reputation and account health.
Therefore, I respectfully request a thorough and impartial review of the negative feedbacks listed below. I kindly ask that those found to be unjustified be removed and that any associated impact on our account health be cleared accordingly.
- OrderID: 701-5889114-3944229 , CaseID1: 17801960621 , CaseID2: 17801901981
- OrderID: 701-8629161-3842669 , CaseID1: 17801685371 , CaseID2: 17802127111
- OrderID: 702-0251567-0329818 , CaseID1: 17801790511 , CaseID2: 17802064241
- OrderID: 701-8755439-0273854 , CaseID1: 17802035051 , CaseID2: 17800926471
- OrderID: 702-2706529-1366653 , CaseID: 17801909421
- OrderID: 702-4816364-9213003 , CaseID: 18111069001
- OrderID: 701-2950618-5292251 , CaseID: 18111282061
Thank you for your time and understanding.
@Ricardo_Amazon
Best regards,
New store007
9 replies
Seller_7LrAV0m5llaI7
You have complete control over the carrier. You are the one who sets up the transit times in your shipping settings to reflect the actual transit time. You are also the one who can go after your insurance for your carrier's delivery guarantee if the carrier lost or delivered it late.
Seller_7LrAV0m5llaI7
I've been doing ecommerce since 2011. Wow, I can't believe it's been 14 years already.
.You would set it to max 7 days if it takes a week. Amazon wants you to show the customer the correct arrival range, that is why there is a min and a max delivery date range shown at checkout, to account for any delays that may happen.
You can go into your fulfillment insights dashboard to fine tune your shipping settings here: sellercentral.amazon.ca/seller-fulfilled-product/analytics/ref=xx_msfp_dnav_xx#FULFILLMENT_INSIGHT_DASHBOARD
Promise gap = Promised delivery time - Actual delivery time
We promise up to 11 days but deliver in average 6.4 to account for delays. And then no promise extensions have to be delivered to the customer, because of any days, it is still covered in the expected transit time.
Happy customers means no negative feedback.
Seller_7LrAV0m5llaI7
We have. That is why we under promise and over deliver, to keep customers happy. They are delighted when stuff shows up at the beginning of the delivery estimate, sometimes early. And if there are carrier delays, it shows up before the deadline shown to the customer at Amazon checkout.
And I showed you above how you can take care and plan for that.
Why not? You advertised the customer a promise that you were unable to fulfill.
Ever heard of KISS? "Keep it simple stupid?"
In the last 30 days, i've done $59k in sales on Amazon, no negative feedback for shipping related issues. I would say I know how the system works here, and as you are a new seller, you have lots to learn about selling on Amazon and keeping both Amazon and their customers happy.
Seller_7LrAV0m5llaI7
I just wish you actually knew how much revenue my store generates!
Here’s a tip: talk less — don’t reveal too much about your level. ;))
You're the one that came to the seller forums complaining! ;)
Josh_Amazon
Hello @Seller_bULgXZM9wNIWB,
We are closing this thread. Please only create a single thread per question. Creating multiple threads for the same question causes confusion and disruption to the forums, potentially taking longer for you to get the answer you are seeking. Please note that your case has been already escalated to our internal team in the discussion at the link posted below, hence, we are unable to further escalate or assist on this matter.
Sincerely,
Josh
