How to deal with Inappropriate Negative Feedback for canceled orders?
What is the proper procedure for removing negative feedback for a canceled order?
We had a customer purchase an item from us and immediately send a cancelation request. We canceled it in Amazon and refunded the customer.
About 30 days later, they left us feedback stating they didn't get the item. This is correct, but that is because they requested to cancel. I assume the customer forgot they asked to cancel the order.
We have tried to explain this situation to Amazon, but they will only remove feedback for the following:
- - Contains obscene language
- - Contains seller-specific, personally identifiable information
- - Entire feedback comment is a product review
- - Entire feedback comment is about fulfillment or customer service for an order fulfilled by Amazon
The feedback left does not squarely fit into the situations above, so when we try to ask for it to be removed, Amazon will not even listen. It appears they don't even read our submissions. I have tried calling and going through the Feedback Manager.
The case IDs and order numbers are
- Case ID: 14526180281 - Order Number: 113-5964185-2156224
- Case ID: 14526175881 - Order Number: 113-8138754-4581045
I see there are reps on this forum that I hope could help. @Rose_Amazon
Is there a way we can escalate this to a higher level of seller support?
How to deal with Inappropriate Negative Feedback for canceled orders?
What is the proper procedure for removing negative feedback for a canceled order?
We had a customer purchase an item from us and immediately send a cancelation request. We canceled it in Amazon and refunded the customer.
About 30 days later, they left us feedback stating they didn't get the item. This is correct, but that is because they requested to cancel. I assume the customer forgot they asked to cancel the order.
We have tried to explain this situation to Amazon, but they will only remove feedback for the following:
- - Contains obscene language
- - Contains seller-specific, personally identifiable information
- - Entire feedback comment is a product review
- - Entire feedback comment is about fulfillment or customer service for an order fulfilled by Amazon
The feedback left does not squarely fit into the situations above, so when we try to ask for it to be removed, Amazon will not even listen. It appears they don't even read our submissions. I have tried calling and going through the Feedback Manager.
The case IDs and order numbers are
- Case ID: 14526180281 - Order Number: 113-5964185-2156224
- Case ID: 14526175881 - Order Number: 113-8138754-4581045
I see there are reps on this forum that I hope could help. @Rose_Amazon
Is there a way we can escalate this to a higher level of seller support?
15 replies
Seller_k0c1bhrwB1WtK
Bump for attention. Does anyone have any ideas on this?
Seller_iRefpmkIL764u
Has this order been confirmed for shipping when the buyer applies for cancellation? If the shipping has been confirmed and there is no message record to prove that the buyer asked you to cancel the order, Amazon's system will judge that you take the initiative to canceled the order. The status of orders captured by ERP can't prove that the buyer took the initiative to cancel the order. Although you know that he applied for cancellation, Amazon will not recognize this as evidence.
Seller_vJnX2dMmNFGpp
We too get this all the time. Our latest 1 star review was a comment - "Can someone please call me to discuss this order". Clearly, this is not a review nor is it helpful in any way. Bots run this review/remove function and you will never get these removed without spending hours on the phone trying to reach a person who can remove meaningless comments.
Seller_R2dP7Hunjcdj0
Please elaborate on how the order was Cancelled. Was it an official Amazon Cancellation Request or was it a message from the Buyer requesting that you cancel the order?
IF the Cancellation Request was an "Official" Cancellation Request the order would be highlighted in yellow, and you would receive a notification on your Seller Central Front page like you do for orders, returns, and Buyer messages. Cancelling orders in this way does not affect your Seller metrics.
If the order WAS officially Cancelled by the Buyer than Amazon SHOULD remove the Feedback, even if it requires a MOD to take action.
IF, however, the Buyer simply messaged you to Cancel the Order you needed to inform them that they must Cancel the Order on Amazon themselves, as you are not authorized to Cancel an Amazon Order without incurring penalties. If you Cancelled without the official request, then there is nothing that can be done about this.
Try to maximize your efforts to impress your Buyers going forward in the hope that you will gain some Positive Feedback to help negate this Negative one.
Good Luck!
Seller_JEZM0XKCFBgyp
Amazon will not remove it, and Mods won't do anything.
Seller_7oKQkd3ZYovCx
A customer who requested cancelation for an order should not be allowed to provide feedback. If the customer requested cancelation and the seller canceled the order, then the customer should not give feedback for the order.
Seller_hK1fAtQ2EMr2D
Good luck. They suggest you contact the customer to remove the feedback. However, after an order is cancelled there is no contact information to contact the customer. The customer can leave feedback, that was in the form of a question, that is obviously in the improper forum. Support says they can't do anything about it.
Seller_N1gTSljSnOAA4
My last negative feedback, 7 months ago, was by a customer who requested a cancellation, which I honored, only to have them leave negative feedback. My understanding is . . . it happens.
Seller_6i0xhF3Ut9rKe
just try and report it to get the feedback removed. It's an automated process and will rule in your favor if you're lucky. Worth a try as it doesn't negatively affect you if not... it just says "can't be removed". Easy fix.
Seller_DdmPiA1p1S2Wu
I've had this exact same thing happen before. Amazon wouldn't remove it, but thankfully a mod here on the forum was able to get it removed for me. Good luck!
