Negative feedback reviewers are machines with misjudgments
It took less than 1 second for the bot review team to immediately reply with a denial when we complained.
This resulted in a lot of feedback that could not be removed and had a significant impact on our business.
There is also an issue where feedback that is over a month old still has a significant impact on our store counting towards the defect rate.
702-5224385-9463454 Amazon denied buyer's A-to-Z claim, buyer left negative feedback on our store but we have refunded buyer he is still not satisfied.
701-0424150-0108258 Buyer purchased on May 8, product was delivered on May 19, buyer left negative feedback the day after purchase saying it took too long when in fact he didn't even wait.
I wonder if there will be any serious staff to deal with this matter.
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
Negative feedback reviewers are machines with misjudgments
It took less than 1 second for the bot review team to immediately reply with a denial when we complained.
This resulted in a lot of feedback that could not be removed and had a significant impact on our business.
There is also an issue where feedback that is over a month old still has a significant impact on our store counting towards the defect rate.
702-5224385-9463454 Amazon denied buyer's A-to-Z claim, buyer left negative feedback on our store but we have refunded buyer he is still not satisfied.
701-0424150-0108258 Buyer purchased on May 8, product was delivered on May 19, buyer left negative feedback the day after purchase saying it took too long when in fact he didn't even wait.
I wonder if there will be any serious staff to deal with this matter.
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
2 replies
Sunnie_Amazon
Hello, @Seller_LtCxu1GTO9roo,
Thank you for your post. This is Sunnie, from Amazon. I'm sorry to learn about this experience.
I understand your products were refunded and delivered on time, and yet, the buyer is leaving negative feedback.
As you may already know, the purpose of feedback is for buyers to express how their experience was, with you, as the Seller. We cannot force a buyer to remove feedback, if that's the way they felt.
The key is to be transparent, provide updates to buyers as needed, and make them feel how their order is important to you.
My advice would be to reach out to them, and according to our Communication guidelines, have a conversation and make an agreement. Be friendly, interview them... why are they feeling this way? I would use their feedback to improve internal processes, and improve your customers' experience in the future.
-Sunnie
