Confused about the feedback removal
Recently, a customer left a feedback saying "Message is super cute and what I needed but it's super light and feels fake."
The customer was talking about the look and weight of the product. The whole feedback is about the product itself, so it's a product review and shouldn't be displayed on the feedback page, so I requested to remove it. But it was denied by Amazon and this is their reasoning: "We’re unable to remove this feedback because the feedback for order ID - 113-4772720-6460209 doesn't meet our guidelines for suppression."
It's the decision of a robot who didn't look carefully at the content of the feedback and complaint. He will just reply with this sentence over and over again. Has this happened to anyone else?
I think this is very unreasonable. Amazon customer service should consider this issue carefully, it's serious. @Tatiana_Amazon
Confused about the feedback removal
Recently, a customer left a feedback saying "Message is super cute and what I needed but it's super light and feels fake."
The customer was talking about the look and weight of the product. The whole feedback is about the product itself, so it's a product review and shouldn't be displayed on the feedback page, so I requested to remove it. But it was denied by Amazon and this is their reasoning: "We’re unable to remove this feedback because the feedback for order ID - 113-4772720-6460209 doesn't meet our guidelines for suppression."
It's the decision of a robot who didn't look carefully at the content of the feedback and complaint. He will just reply with this sentence over and over again. Has this happened to anyone else?
I think this is very unreasonable. Amazon customer service should consider this issue carefully, it's serious. @Tatiana_Amazon
0 replies
Atlas_Amazon
Hello @Seller_gsCy1keyDvH9c
Thank you so much for reaching out in the Forums. I am engaging a Community Manager to review this situation further.
Best,
Atlas
Glenn_Amazon
Hello @Seller_gsCy1keyDvH9c,
@Atlas_Amazon brought your thread to my attention and I've reviewed your feedback and the related request for removal Case. At this time the review team has completed their review and their findings were correct, this does feedback is not eligible for removal per Amazon Policy. As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved:
Amazon will remove feedback only in the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The ENTIRE feedback comment is a product review.
Amazon might strike-through feedback in the following cases:
- The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA).
- The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services.
While Amazon will remove feedback if it is a product review, the entire feedback must be a product review. Amazon does not consider feedback regarding the authenticity or defect of a product a product review. In general these investigators will not provide you with more details on the decisions on these reviews.
You can reach out to the buyer to try to resolve the issue and request that they remove the feedback, however this is at the discretion of the buyer. Thank you for your understanding.
-Glenn
