Unable to remove FBA feedback


#1

Hey guys,

I can’t seem to get the following feedback removed for an FBA order. Its a 3 star feedback that says

Item came today in an intact box. However, one of the containers was open and half it’s contents spilled in bag that they were enclosed in. Unable to attach picture but available upon request.

Problem is that this order was fulfilled by FBA and my cases keep getting rejected to have this FBA feedback removed.

I made sure to check all my inventory personally before shipping it to an Amazon FC. Furthermore, if there was damage to the product then Amazon should have marked it as defective before they shipped it to the customer. The fact that they received and shipped it to the customer means it wasn’t damaged before shipping and that it was deemed in good condition.

I’ve tried calling seller support and asking for a supervisor but no one would transfer me. Starting to run out of solutions.

Anyone have any tips on how to handle this?

Thanks


#2

I am having the same issues. Obvious FBA issue feedback is not being removed. Extremely frustrating! My FBA order feedback " There was nothing in the sealed package. The product was missing. two bottles. Nothing. Request refund because I didn't receive the product. Nothing was in the envelope. No invoice no product.my wife is a witness. I purchased it for her for pain. My wife and I request the refund. this has never happened to us with Amazon." Customer support is useless as well.


#3

We need these issues fixed can a MOD please comment or help us with this feedback issue.


#4

Same issue here. FBA sent wrong item. I received negative and they won’t remove. I appealed. In response CS states 4 reason to remove feedback including that it will be removed if entirely about FBA fulfillment or customer service. They still denied, permanently closed the case and blocked my ability to leave feedback for their service. This has never happened before. What has changed and who can help? I cannot believe they blocked my ability to leave feedback for their service. I’m just shocked


#5

Yes, I am also having the issue with leaving feedback for the support. They keep directing me to call and when I call they keep directing me to create case? I create another case and they tell to me to call? They need a completely overhaul of their customer service team as they are 100% clueless.


#6

I just keep getting canned responses from SS basically saying that they can’t remove it because it doesn’t fit their removal policy. I call them and SS agrees with me that it should be removed, they explain it to the feedback team to remove and then i get the same canned response. Multiply that by several cases and its just an endless loop.


#7

Here is a fun one:

"Hello from Amazon Selling Partner Support,

I have reviewed your request for feedback removal for the order Id: --xxx-xxxxxxx-xxxxxxx. I confirm that this item was fulfilled by Amazon and is stickered with FNSKU.

I have gone through the details related to the order and let me share the findings. The buyer’s feedback states that the he received an article which was different from what was ordered. I am sure that you send the correct item(s) to the buyers but in this case, it may have happened in error. As we are unable to verify the details related to article sent to the buyer, we would need to go by what the buyer has stated in the feedback."

I DIDN"T SEND THE ITEM TO THE BUYER - AMAZON DID!

This was after I responded to the first denial requesting a bin check…


#8

Now I am getting flooded with negative reviews of Amazon’s FC team labeling over my label, and they wont remove the feedback! We need to keep this thread alive until we can get some information on why obvious FBA feedback is not being removed!


#9

We’re having the same problem. It’s like the Feedback Removal team was issued guidance to completely ignore their own policies.

FBA feedback left for seller - Denied:

“I ordered two and I actually got one product as described but also received a different product.”

Obscene feedback left for seller - Denied:

“WTH?”

FBA feedback left for seller - Denied:

“Wrong item was delivered and it is not returnable.”

Why is the Feedback Removal team no longer required to follow Amazon’s own policies?


#10

Can we please have a mod look at this. We’re becoming hopeless and no one at SS seems to know what’s going on.

@Chris_Amazon
@James_Amazon
@Susan_Amazon

Sorry for tagging all of you but even a single response would be much appreciated. We’re completely in the dark.


#11

Got a similar issue with feedback “There was nothing in the sealed package. The product was missing. two bottles. Nothing. Request refund because I didn’t receive the product. Nothing was in the envelope. No invoice no product.my wife is a witness. I purchased it for her for pain. My wife and I request the refund. this has never happened to us with Amazon.” Clearly stated that the product envelope from Amazon FBA came empty, yet they are quick to close my case.


#12

Hello from Amazon Selling Partner Support,

I have reviewed your request for feedback removal for the order Id: xxxxxxxxxxxxxxxx.

I have gone through the details related to the order and let me share the findings. The buyer’s feedback states that the he received an article which was different from what was ordered. I am sure that you send the correct item to the buyers but in this case, it may have happened in error. As we are unable to verify the details related to article sent to the buyer, we would need to go by what the buyer has stated in the feedback.

Here’s what they wrote to me. looks familiar doesn’t it?


#13

Yep, that was the exact reply I got to the first case. It wasn’t until I appealed that a different support rep included “I confirm that this item was fulfilled by Amazon and is stickered with FNSKU.”. Then they closed it out so I couldn’t reopen even though I requested a bin check.


#14

Does anyone know if the feedback removal team are bots or actual associates?


#15

I was able to leave feedback review for the associate today.


#16

Usually the bots don’t have names on the case however as fast as these are closed with a generic response I wouldn’t doubt it.


#17

Well here is a new one:

"We have received your request and have contacted our fulfillment center for further review of your inventory. However, our Fulfillment Center does not process a Bin Check or Physical Check on the items stored on the Fulfillment Center due to multiple shipments from a different seller’s at this time and there is a huge backlog at our warehouse.

For this, if you want to check your item if they are correct or properly label, you may request to remove your items from Amazon Fulfillment Center."

Since the case was replied to and closed within 5 minutes I doubt they “contacted the fulfillment center”

So now Amazon just refuses to bin check and refuses to remove negative feedback for their errors.


#18

I called Amazon, and the customer service agent said that the feedback should have been removed. Amazon needs to give these customer service agents, that actually READ, the power to remove feedback. Blows my mind when they say this but have no power to help. Whats the point in calling in??

Can someone help us?

@Chris_Amazon
@James_Amazon
@Susan_Amazon


#19

Customer service used to have the ability to remove feedback. Now I believe they are given a bot that tells them what to do…

Woke up to another negative today about an item damaged in transit. Of course it was denied.

"We’re unable to remove this feedback because buyer received damage product so the feedback will be retained.

Since buyer feedback is a direct reflection of their Amazon shopping experience, we can only remove feedback for these reasons:

  • Contains obscene language.
  • Contains seller-specific, personally identifiable information.
  • Entire feedback comment is a product review.
  • Entire feedback comment is about fulfillment or customer service for an order fulfilled by Amazon."

I guess they feel since the item was damaged that it was my fault somehow.


#20

Does anyone know a way to get ahold of someone who can help?