Feedback Removal Help
Hello Amazon team! We had a customer purchase an item from us which we delivered, and then they requested a return which we approved (buyers remorse return). They never sent the item back after we approved the return on December 25th and label was provided. They just recently left a negative feedback "seller missed refund".
They also opened and reopened an A-Z claim 4 times for the refund all of which closed in our favor due to lack of response form customer for additional information (which I'm assuming was for tracking showing they sent it back):
"We have closed an A-to-z Guarantee claim of $on order 113-6708322-xx because the customer did not respond to our requests for additional information. No further action is required from you at this time, but if the customer reopens the claim, we will continue our investigation and may reach out to you. If this claim remains closed, we will not count the claim against your Order Defect Rate."
I tried to request the feedback removal through feedback manager but it was instantly denied within seconds. Case ID is 14662605451. Can an agent please help us on this with a removal?
Appreciate your help!!
@Cooper_Amazon@Tatiana_Amazon @Veronica_Amazon
Feedback Removal Help
Hello Amazon team! We had a customer purchase an item from us which we delivered, and then they requested a return which we approved (buyers remorse return). They never sent the item back after we approved the return on December 25th and label was provided. They just recently left a negative feedback "seller missed refund".
They also opened and reopened an A-Z claim 4 times for the refund all of which closed in our favor due to lack of response form customer for additional information (which I'm assuming was for tracking showing they sent it back):
"We have closed an A-to-z Guarantee claim of $on order 113-6708322-xx because the customer did not respond to our requests for additional information. No further action is required from you at this time, but if the customer reopens the claim, we will continue our investigation and may reach out to you. If this claim remains closed, we will not count the claim against your Order Defect Rate."
I tried to request the feedback removal through feedback manager but it was instantly denied within seconds. Case ID is 14662605451. Can an agent please help us on this with a removal?
Appreciate your help!!
@Cooper_Amazon@Tatiana_Amazon @Veronica_Amazon
14 replies
Seller_NbYSGJ8Tehgbv
Amazon policy dictates what all employees do on Amazon.
The Amazon team on here is known as moderators. They only have the power to look into your case for you (you provided the case ID as 1466260545) or they can refer you to someone else if the policy allows them to.
In a couple of days, you will receive a reply from one of these team members who will review the case ID you provided and either
1. Confirm with you that the feedback left from your purchaser does not comply with the policy and they have requested a review + removal of the feedback
2. Tell you why the feedback complies with policy and cannot be removed
Seller_uKtdXOnmScbt6
it took me a long time to figure this one out
. I have had this issue many times, where feedback is left and no one helps. you wait forever to see it disappear.
they didn't make it easy to find
REMOVING FEEDBACK, ISSUED BY CUSTOMER ( updated Jan 24/24)
this WILL WORK
follow these steps:
1. Go to the ACCOUNTS & LISTS
2. Click on it and you’ll see MANAGE PROFILES ( in a Blue Bar ) at the top right-hand corner
3. Click on it and It will say WHO’S SHOPPING.
4/ Click on VIEW
5. Scroll right down to the bottom of the page and click on SEE YOUR POSTS AND OTHER PUBLIC CONTENT
5. Find the item you reviewed that you want to delete and click on the “ DELETE REVIEW ” next to it. ( 3 small dots in the corner )
This should have deleted it .
Good Luck !
SEAmod
Hello @Seller_18vlopASiObmz
I am not an agent, but I am a community manager. I will review that case. I can make no guarantee regarding a final appeal. Please watch this thread for further information.
Susan
Seller_8LDS13Dwga70G
I hate to break this to you. Very doubtful it will get removed. Amazon has a very narrow window of situations where they will remove it. I even had a customer give me negative feedback over his issue with paying Amazon and his bank, and they would not remove it. Why? It wasn't one of the following:
1.The feedback includes obscene language.
2.The feedback includes seller-specific personally identifiable information.
3. The entire feedback comment is a product review.
4. Strike through feedback if it is regarding fulfillment or customer service for an order fulfilled by Amazon.
Unfortunately a customer being untruthful is not a reason that Amazon accepts. Or a customer giving you negative feedback for an issue with paying Amazon. It stinks, but that's how it is. If it's not any of the reasons above, you are stuck with it.
Seller_RvtCN4344JSJK
If you really want the feedback removed, you can make the customer happy and ask them to remove it. You would need to take a loss on the product, refund the customer and apologize for the delay. Most sellers wouldn't want to do this but just in case. Then send them this link which is what @Seller_uKtdXOnmScbt6instructions provided but I think that was for product review. For a simple link to provide to customers to request feedback removal. Here it is: https://www.amazon.com/hz/feedback/list
Seller_N1gTSljSnOAA4
Amazon only removes feedback when it qualifies for a strike through. Thinking you can provide reasoning otherwise is completely futile.
Seller_qlPojL4BHChHi
B072SC7RZM- We have ASINS that are currently being suppressed, it has been 2 months now. We tried to delete and relist and update the images, as well as the descriptions on the edit page for each ASINS but everything is still not going through. We still have opened cases for these ASINS that are still pending and nothing is not being done.
Please do a further investigation for this ASIN.
WE HAVE TRIED TO:
- Upload the main image directly to "Fix your product page"
- Delete and relist the listing itself
- Upload the images on image manager tool
- Go to the listing's edit page and upload the pictures there.
- Reviewed the image quality, the right resolution and pixels of the image and Amazon's main image policy
- Called Amazon over 20 times already and made a case ( this has been going on for over a MONTH now, and still nothing has been done.)
@Steve_Amazon @Quincy_Amazon @Michelle_Amazon @Wyatt_Amazon @Sonny_Amazon @Steve_Amazon @Micah_Amazon @Yokie_Amazon @Wyatt_Amazon @Atlas_Amazon @Sonny_Amazon @Glenn_Amazon @Bryce_Amazon @Emet_Amazon @Webb_Amazon @Cooper_Amazon @CR_Amazon @Quincy_Amazon @Micah_Amazon @Michelle_Amazon @Blake_Amazon @Bryce_Amazon @SEAmod @Jim_Amazon @Dougal_Amazon @Rose_Amazon @Jessica_Amazon @Jessica_Amazon_ @Cooper_Amazon @Ricardo_Amazon @Glenn_Amazon @Danny_Amazon @Daryl_Amazon @Stevie_Amazon @Steve_Amazon @Quincy_Amazon @Michelle_Amazon @Wyatt_Amazon @Sonny_Amazon @Steve_Amazon @Micah_Amazon @Yokie_Amazon @Wyatt_Amazon @Atlas_Amazon @Sonny_Amazon @Glenn_Amazon @Bryce_Amazon @Emet_Amazon @Webb_Amazon @Cooper_Amazon @CR_Amazon @Quincy_Amazon @Micah_Amazon @Michelle_Amazon @Blake_Amazon @Bryce_Amazon @SEAmod @Jim_Amazon @Dougal_Amazon @Rose_Amazon @Jessica_Amazon @Jessica_Amazon_ @Cooper_Amazon @Ricardo_Amazon @Glenn_Amazon @Danny_Amazon @Daryl_Amazon @Stevie_Amazon @Steve_Amazon @Quincy_Amazon @Michelle_Amazon @Wyatt_Amazon @Sonny_Amazon @Steve_Amazon @Micah_Amazon @Yokie_Amazon @Wyatt_Amazon @Atlas_Amazon @Sonny_Amazon @Glenn_Amazon @Bryce_Amazon @Emet_Amazon @Webb_Amazon @Cooper_Amazon @CR_Amazon @Quincy_Amazon @Micah_Amazon @Michelle_Amazon @Blake_Amazon @Bryce_Amazon @SEAmod @Jim_Amazon @Dougal_Amazon @Rose_Amazon @Jessica_Amazon @Jessica_Amazon_ @Cooper_Amazon @Ricardo_Amazon @Glenn_Amazon @Danny_Amazon @Daryl_Amazon @Stevie_Amazon
