Has anyone received something like this? What did you do?
We received an Amazon Custom order from a person requesting we engrave a knife with a name, two swastikas and some text that translates in English to “the white calling”.
I contacted Amazon support and requested they cancel the order and block the buyer from leaving feedback. They told me they couldn’t do that, but I should contact the customer and request they cancel the order themselves.
The customer did not respond by the end of the business day before the item was set to ship, so we were forced to cancel it to void late shipment. I messaged support again on the same case and the agent said that I should contact support again to have the feedback removed if the buyer left negative feedback.
The buyer left negative feedback, saying “Why was my order canceled?”
This was after we sent multiple messages to the customer addressing the situation, and also after the customer emailed us on 12/17. She sent us an email asking why her order was canceled, to which we responded with two separate emails letting her know why.
I opened another case with support to have the feedback removed, and the request was denied. The agent assisting on the case sent me back the standard copy-and-paste email that all denied requests for feedback removal get. I appealed it and the agent from the leadership team did the same copy and paste response.
IMO Amazon has brought us a customer that requested we create a weapon with racially hateful statements and symbols on it. We should certainly be able to decline such a request without fear of repercussion, and negative feedback is certain in situations like this - all sellers know this.
I feel like if Amazon does not protect Custom sellers against racially hateful requests like this, then Amazon is almost requesting that we make these products with hateful symbols and text.
We have had other requests like this on other marketplace sites and we handle them the same way.
We cannot be expected to create products with swastikas on it under threat of negative feedback. That is just as good as Amazon telling us we must do it, because multiple instances of negative feedback means account suspension. Even if we comment on it, our average and search results are still negatively affected.
I mean, right?