Customer leaves Negative feedback after asking us to cancel order - please help
Hi
Would like some help, I have a customer who purchased an item who requested to cancel the order to which we obliged. He then proceeded to leave a negative feedback for us. How exactly is this our fault? This was an order CANCELED PER CUSTOMER REQUEST. Obviously this hurts our sales and ODR. There has to be better functionality to avoid something like this as it happening way too often. Order number: 702-1516576-1150665. Case ID 15745257311. I have attached screenshots.
Thank you
@Lucre_Amzn @Roberto_Amazon@Sunnie_Amazon@Ricardo_Amazon@Daryl_Amazon
Customer leaves Negative feedback after asking us to cancel order - please help
Hi
Would like some help, I have a customer who purchased an item who requested to cancel the order to which we obliged. He then proceeded to leave a negative feedback for us. How exactly is this our fault? This was an order CANCELED PER CUSTOMER REQUEST. Obviously this hurts our sales and ODR. There has to be better functionality to avoid something like this as it happening way too often. Order number: 702-1516576-1150665. Case ID 15745257311. I have attached screenshots.
Thank you
@Lucre_Amzn @Roberto_Amazon@Sunnie_Amazon@Ricardo_Amazon@Daryl_Amazon
0 replies
Seller_qzSGfSPbczDa2
Dear TECHDEAL123,
Our situation is the same as yours, but it has not been resolved
Order ID: 702-1616332-7393046
Order was cancelled at the buyer's request, but buyer leave us negative feedback said order was cancelled, this is not our fault, we just do the customer request. --cancel his order as his request.
We attempted to resolve this through the following steps:
Feedback Manager: Our request for feedback removal was denied.
Case ID : Negative feedback cannot be deleted either
It unfairly affects our seller rating.
We really need help.
Sunnie_Amazon
Hello, @Seller_pRqFiv7r1cQ9w,
Thank you for letting us know about this. This is Sunnie, from Amazon.
I reviewed your account, and I noticed the feedback is regarding the pre-authorization placed on the customer's card, for which you don't have any control.
Technically speaking, when a customer places an order on our website, we will run a pre-authorization for the amount of the purchase. For example, if an order costs CAD $10, we will run a pre-authorization for CAD $10, to confirm the customer has the available funds to pay for the purchase. When you ship the order, we continue with the charge; if the order is cancelled, such as in this case, we will cancel the pre-authorization. With this, the funds will be released, however, how long it takes to return the funds, depends on the credit entity. In summary, this is explained in our help page, The order process.
With this being said, 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. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For more details, please see Can Amazon remove buyer feedback?. As this feedback does not violate any of these rules, it cannot be removed, however, you can reply to the feedback to explain to the customer what happened, and kindly ask them to remove it. With this option, your response will be visible to all potential buyers you may have.
Another option is to click on 'Contact Buyer', to send them a message. This will be private between you and the customer, so I would advise using both options. Please note that the option to message the buyer is not always available, depending on different factors. Please see Resolve or respond to buyer feedback for more details.
@Seller_qzSGfSPbczDa2, I see you already responded to your customer's feedback, and the same conditions apply. You may want to explain to the customer the charge process as well, and by this time, the customer may have already received their money back.
My best wishes for both of you. I hope your customers will understand and remove the feedback.
-Sunnie
Daryl_Amazon
Hey @Seller_pRqFiv7r1cQ9w,
Daryl jumping in here to further assist, I see that under the order provided: 702-1516576-1150665, there is no comment or feedback from the buyer, did they place that feedback under a different order?
The same thing on your case @Seller_qzSGfSPbczDa2 702-1616332-7393046, I see no feedback under your orders, is the feedback still available or visible from your end?
I've managed a lot of these request, I believe in the past I've helped @Seller_dkNJSUfYxWNuv(you can correct me if I am mistaken).
More than willing to assist here, let me know your insight on this.
Daryl
