Requesting Advice on Negative Feedback Management
Hello fellow sellers,
I'm seeking some advice regarding a recent challenge with customer feedback on Amazon. We've encountered a situation where a customer left a negative review citing issues with the packaging—specifically mentioning that the safety seal was opened and the box was damaged upon arrival. This feedback is understandably concerning as it reflects on our overall product rating.
However, it's important to note that we utilize Amazon FBA services for this product. The issues mentioned in the review, such as the condition of the package upon delivery, are directly related to Amazon's fulfilment process rather than our product quality or service.
We've reached out to Amazon Seller Support to request the removal of this review based on these grounds, but the process has been challenging. The support team has directed us to use the feedback manager tool, which has limited functionality and doesn't seem to address our specific situation effectively.
Has anyone else encountered similar issues with customer feedback related to Amazon's fulfilment process? How did you approach Amazon Seller Support in such cases? Any tips or insights on navigating this process would be greatly appreciated.
Looking forward to your input and experiences.
Best regards,
Priyank
VAHDAM® India
Requesting Advice on Negative Feedback Management
Hello fellow sellers,
I'm seeking some advice regarding a recent challenge with customer feedback on Amazon. We've encountered a situation where a customer left a negative review citing issues with the packaging—specifically mentioning that the safety seal was opened and the box was damaged upon arrival. This feedback is understandably concerning as it reflects on our overall product rating.
However, it's important to note that we utilize Amazon FBA services for this product. The issues mentioned in the review, such as the condition of the package upon delivery, are directly related to Amazon's fulfilment process rather than our product quality or service.
We've reached out to Amazon Seller Support to request the removal of this review based on these grounds, but the process has been challenging. The support team has directed us to use the feedback manager tool, which has limited functionality and doesn't seem to address our specific situation effectively.
Has anyone else encountered similar issues with customer feedback related to Amazon's fulfilment process? How did you approach Amazon Seller Support in such cases? Any tips or insights on navigating this process would be greatly appreciated.
Looking forward to your input and experiences.
Best regards,
Priyank
VAHDAM® India
6 replies
Quincy_Amazon
Hello @Seller_BkZmo0d0COsXU
Thank you for posting your inquiry to the Forums.
I understand that you have received negative feedback related to an FBA order. For reference, Amazon might strike-through feedback in the following cases:
- The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA).
- The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services. due to the seller
This help page provides additional guidance on instances whereby Amazon may remove buyer feedback for your reference.
If the feedback that you received meets this criteria, you can request for removal of the feedback by following the steps:
- Go to the Feedback Manager.
- In the Recent Feedback table, next to the specific Order ID, select Request removal under the Actions column.
If you have already requested the feedback removal via the feedback manager and still need additional assistance, please feel free to post the case ID number to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
Quincy_Amazon
Just wanted to inquire whether you need additional assistance regarding this concern. Please feel free to post the case ID number related to the feedback removal request to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
