Dear Seller Forum Support Team,

I hope this message finds you well. I am writing to kindly request your assistance in the removal of a negative feedback that has adversely affected my Order Defect Rate (ODR), currently at 1.89%. This situation has prompted a warning regarding the risk of account deactivation, which is concerning.

Here are the key details regarding this matter:

A customer reached out about a missing order, which was subsequently confirmed as lost in transit.

In response, I took immediate action by issuing a full refund to the customer as soon as the issue was reported. I aimed to resolve the situation promptly and fairly.

Despite my proactive measures and clear communication, the customer chose to leave negative feedback, stating that the item never arrived, even after receiving a refund over a week prior. This situation stemmed from the carrier’s mishandling and was entirely beyond my control.

I have consistently prioritized customer service and have gone above and beyond to address this customer’s concerns. Unfortunately, the negative feedback does not reflect the efforts I made to resolve the issue and unfairly impacts my shop’s reputation.

Given that I promptly refunded the customer and that the issue was due to the carrier, I respectfully request the removal of this feedback. I believe this would ensure a fair representation of my commitment to customer satisfaction and help maintain the integrity of my account.

Thank you for your understanding and support in this matter. I greatly appreciate your attention to this issue and look forward to your positive response.

Best regards.