Please help to remove a product customer review that does NOT follow Amazon's guidelines.
I am a registered brand on Amazon.
We need your URGENT!!! HELP
We clicked report on the day we received the review but in this case just like any other time we used this button: we never got any result or response. We suspect that it never helps when clicking the 'report' button because there is no way to add any supporting information to justify the request to remove the review.
The impact of this non-product-related negative review has been devastating for our business and we opened many cases on Amazon. The latest case ID is 14265942171.
We already emailed community-help@amazon.com but didn't get any response.
ASIN: B0B42XTK3R
Review URL: https://www.amazon.com/gp/customer-reviews/R1DYSMPYM3CQ9W/ref=cm_cr_arp_d_rvw_ttl?ie=UTF8&ASIN=B0B42XTK3R
The review: Product looks good. Came with wrong adaptor, (causing a blown fuse I am to locate). Seller wants me to pay to return the part before sending the right one. Feeling the injustice, I think I would rather to pay for an adaptor from somewhere else and rig it to work with their charger. Luckily I only ordered for one car before ending up countless chargers to rig
The review in question is discussing a service complaint and it is not valid as an objecting product-only review. The content of the review could be seller feedback but it is NOT a valid product review. The review reflects a mistake by our warehouse team to send an incorrect item.
Quotes from the review that violate the above-stated Amazon's community guidelines: "Seller wants me to pay to return the part before sending the right one. Feeling the injustice, I think I would rather to pay for an adaptor from somewhere else and rig it to work with their charger. Luckily I only ordered for one car before ending up countless chargers to rig"
As per Amazon's community guidelines, reviews about "Seller, order, or shipping feedback" are not allowed as product reviews. Content is meant to help customers learn about the product itself, not an individual experience ordering it. Please see the attached screenshot of these guidelines.
See Community guidelines: https://www.amazon.com/gp/help/customer/display.html?nodeId=GLHXEX85MENUE4XF
Additional context to show we are handling this professionally regardless of the improper review:
To make sure that the customer receives the correct item, we send him a replacement and also a pre-labeled return envelope so that the customer can return the incorrect item to us.
We also reported this incident to our fulfillment center team about the incorrect item received by our customer, so that they will take action immediately and to make sure it won't happen again.
Also, our potential customers who see the product's review must receive accurate and unbiased information about our product. This negative product review hurt our business, unjustifiably and it is unfair for customer dissatisfaction from the return process to impact the product's reputation or reviews.
This has caused us to lose MANY sales and new customers and many hours of our time, the sales for this ASIN were very low
The downturn in sales is not only financially burdensome but also jeopardizes our ability to continue providing our product to customers who rely on it.
Please help to remove a product customer review that does NOT follow Amazon's guidelines.
I am a registered brand on Amazon.
We need your URGENT!!! HELP
We clicked report on the day we received the review but in this case just like any other time we used this button: we never got any result or response. We suspect that it never helps when clicking the 'report' button because there is no way to add any supporting information to justify the request to remove the review.
The impact of this non-product-related negative review has been devastating for our business and we opened many cases on Amazon. The latest case ID is 14265942171.
We already emailed community-help@amazon.com but didn't get any response.
ASIN: B0B42XTK3R
Review URL: https://www.amazon.com/gp/customer-reviews/R1DYSMPYM3CQ9W/ref=cm_cr_arp_d_rvw_ttl?ie=UTF8&ASIN=B0B42XTK3R
The review: Product looks good. Came with wrong adaptor, (causing a blown fuse I am to locate). Seller wants me to pay to return the part before sending the right one. Feeling the injustice, I think I would rather to pay for an adaptor from somewhere else and rig it to work with their charger. Luckily I only ordered for one car before ending up countless chargers to rig
The review in question is discussing a service complaint and it is not valid as an objecting product-only review. The content of the review could be seller feedback but it is NOT a valid product review. The review reflects a mistake by our warehouse team to send an incorrect item.
Quotes from the review that violate the above-stated Amazon's community guidelines: "Seller wants me to pay to return the part before sending the right one. Feeling the injustice, I think I would rather to pay for an adaptor from somewhere else and rig it to work with their charger. Luckily I only ordered for one car before ending up countless chargers to rig"
As per Amazon's community guidelines, reviews about "Seller, order, or shipping feedback" are not allowed as product reviews. Content is meant to help customers learn about the product itself, not an individual experience ordering it. Please see the attached screenshot of these guidelines.
See Community guidelines: https://www.amazon.com/gp/help/customer/display.html?nodeId=GLHXEX85MENUE4XF
Additional context to show we are handling this professionally regardless of the improper review:
To make sure that the customer receives the correct item, we send him a replacement and also a pre-labeled return envelope so that the customer can return the incorrect item to us.
We also reported this incident to our fulfillment center team about the incorrect item received by our customer, so that they will take action immediately and to make sure it won't happen again.
Also, our potential customers who see the product's review must receive accurate and unbiased information about our product. This negative product review hurt our business, unjustifiably and it is unfair for customer dissatisfaction from the return process to impact the product's reputation or reviews.
This has caused us to lose MANY sales and new customers and many hours of our time, the sales for this ASIN were very low
The downturn in sales is not only financially burdensome but also jeopardizes our ability to continue providing our product to customers who rely on it.
2 replies
Seller_vSOOwekJLU6c0
Unfortunately, Amazon is not a place where right and wrong exist.
Even if you have an understanding of the rules, there is no telling what will happen.
I took a look at your ASIN and below are some statistics brought to you by an app that I use called "Keepa".
The green line at the top is sales velocity. The lower the line the better your sales.
The blue line is price.
The teal at the bottom is your review average.
The light green line at the bottom is your review count.
Toward the end of this chart, you can see where your review average drops. If you also look at sales velocity, there is not much of a change. Even with the price increase.
I have tried to remove product reviews and, as I understand it, its a losing battle. I would suggest continuing to play the Amazon game with the intention of getting more reviews to wash this one away. I would suggest requesting a review to each customer you get, 8 days after their purchase.
If you want to try and remove that review, I only know of the "Report" button and I have everyone I know press it. Its not a fullproof strategy to remove product reviews but its worth a shot.
Veronica_Amazon
Hello @Seller_yoIaF8SJJuIFL,
Thanks for posting here in the Forums. I regret to read about your negative review but it does appear that because the buyer is expressing having not received the correct product attachments (the adaptor), this could also be a product review. Please review this help page with the Product Review guidelines for additional details on these strict requirements.
Kindest regards,
Veronica_Amazon
