Negative feedback removal help
Support case ID#15980194941.
We received a negative feedback which is partial product review and feedback is based on the wrong information. The product itself shows the correct matching oz/lb on the product and it was the correct one that was sent to the buyer. I have tried to chat, call, email, and request removal for the negative feedback but getting the same AI answer telling me to request removal from the feedback manager. I already did that and it needs me to open a case which is going in circles. Can Amazon mod help me please?
Negative feedback removal help
Support case ID#15980194941.
We received a negative feedback which is partial product review and feedback is based on the wrong information. The product itself shows the correct matching oz/lb on the product and it was the correct one that was sent to the buyer. I have tried to chat, call, email, and request removal for the negative feedback but getting the same AI answer telling me to request removal from the feedback manager. I already did that and it needs me to open a case which is going in circles. Can Amazon mod help me please?
30 replies
Seller_MXwbsFypstwhn
@Danny_Amazon @Roberto_Amazon @LeviDylan_Amazon @Quincy_Amazon @Blake_Amazon @Atlas_Amazon @Nano_Amazon @Cooper_Amazon @Josh_Amazon
Please help.
Seller_PS1GjTajiZYdd
I am in the same situation. Customer saw price/oz on the listing, thought that would be a good method to make his comparison. He wasn't happy. Amazon customer service denied him a refund, he left bad feedback, then they gave him his money anyway.
I have tried to get the listing corrected many times. No avail
I tried to get it removed, automated system said no, I said "more info" to talk to a person, they said no. You got to ship what's on the listing (impossible, it's a 3lb pound bag that Amazon says weighs 3 grams). I intended to appeal that decision, but it says my case is closed and can't be reopened!
It actually does say you can ask the buyer to remove the feedback, but they don't allow you to do so when you attempt.
Seller_fBZFdwrGdO0Cb
Don't waste your time , they very seldom remove feed-backs. My advise is accept it and continue with your work.
Seller_4HsL3GZbyDLea
Does Amazon even remove feedback anymore? For over 22 years we had a 100% positive feedback rating. Then, about a year ago Amazon stopped removing negative feedback. Even feedback like product reviews.
And it's more important than ever since the vast majority of happy customers never leave good feedback. Happy people receive the product and they go on about their lives. But if the post office loses a package, FedEx leaves a box in the rain or the customer doesn't like the product you will 100% hear about it.
I think the days of Amazon doing the right thing are over. Amazon has too much incentive to make third party sellers look bad. Remember, Amazon is competing against us. Does Amazon allow customers to rate Amazon, publicly? No.
We used to get grey area negative feedback removed for 21-22 years. For instance, we sent the customer the incorrect part. At least the customer says we did. Hard to say there was no return. But Amazon currently has a glitch on our account that makes the SKU field show complete gibberish. We can no longer tell what the h3ll is supposed to be shipped without major work. This is an example of a grey area that Amazon would have once sided with us.
Amazon is now openly hostile to their American small sellers. The will not lift a finger to help us.
Seller_fFIouB5OAi1YM
Don't want to make you feel bad but if any portion of the feedback relates to the service you provided in getting the correct product delivered to the customer, true or not, Amazon won't remove it. That's my experience. It's frustrating for sure but frustration and Amazon go hand in hand if you happen to be a seller. On the flip side, I'm sure you also buy things from Amazon and when you do, it's a pretty easy experience... that's what Amazon mostly cares about - the buyer experience.
Danny_Amazon
Hello @Seller_MXwbsFypstwhn- appreciate you looking to the forums community for some guidance on this, looks like there's some solid discussion on the topic in the thread already.
The comment from @Seller_fFIouB5OAi1YM was well stated, in that comments that contain any feedback that could apply to the service provided by the seller will be seen as valid, such as comments on product authenticity or condition. You can read further into situations where Amazon may remove seller feedback comments on our help page specific to that question.
I was able to review your provided case ID and do note the reported inability to request the removal of this feedback through the feedback manager tool. If this is still your experience, could you help by providing some screenshots of the tool not working to help support an escalation?
Thanks in advance!
-Danny
Seller_MXwbsFypstwhn
@Danny_AmazonThe feedback left by the buyer is related to product weight and size which is partial product review. Also, I have supplied the actual picture of the product that was sent and being sold which matches with the Amazon listing. Basically, the feedback is a complete lie on what I am selling and what was sent.
Here are the pictures as requested. So basically if I am doing what the support case is asking me to do, I have to request removal which these green AI response were sent to me. So going back to the case log, I tried to escalate the case, the Amazon support gives me another generic answer each time I tried to reply on my case. We are going in circles here so please help.
Seller_E9mnbPgZmz8AZ
Feedback is not removed simply for having wrong information. It needs to satisfy the criteria for removal.
The best thing to do is to post a public reply to it to dispute that wrong information so that readers can use their judgement. (Be thankful that you have this option with seller feedback, unlike item reviews).
Danny_Amazon
Thanks for these details @Seller_MXwbsFypstwhn- after further review, I can confirm that this feedback doesn't fit one of the three reasons whereAmazon can remove a piece of seller feedback. Understanding it is suspected that the comment contains inaccuracies, we do look to provide customers the ability to share their experiences with a seller, and comments on the product description's accuracy or the product condition will both be retained since they provide a glimpse into a customer's reported experience.
I apologize that this isn't the response you were hoping for, but I can confirm your best next step will be to work with the buying account to resolve the issue they reported, and/or respond to them publicly to help set the record straight! You can find the process for this detailed on this help page.
Best regards,
Danny
Seller_MXwbsFypstwhn
@Danny_AmazonOk, is there a way to restore my public reply function? Somehow, the feedback manager does not give me this option.
Danny_Amazon
If that pathway is no longer available you may need to engage our Account Health support team. Just in case, the path through Feedback Manager is:
"Go to Feedback under the Performance tab.
In the Recent Feedback table, select Post a public response."
Seller_CW0P5hgbsiqWX
The reality is that your feedback is there to stay. Just make sure you respond to it setting things straight. Potential buyers reading the feedback, and your response will understand. After a about 500 more sales, it will move over to page 2.
Seller_xlf3vF516IRli
Agreed.
Taking away our ability to reply on product reviews hurt a lot. If a customer posts something completely false on a product review, all you can do it report it, but 9/10 it will stand forever.
100% agree with posting a public reply for feedback. I do on EVERY negative feedback where I was not contacted first by the customer.
Honestly, Amazon should REQUIRE a buyer to click a box "I have contacted the seller already and am not satisfied with their response" before leaving neg fdbk, and SHOW them the messages (same with A-Z's too). Most buyers don't know where or how to find Messages from Sellers, especially if they share an account with family members who might not have access to the main email account.
Seller_4zBzdtgCyS9EI
I have been shopping here for 10+ years and to this day I struggle to find messages on the buyer's side. I can only assume they are doing that with purpose....
