Guten Abend,

Wir schreiben Ihnen, um Sie auf den Fall eines Kunden aufmerksam zu machen, der sich entschieden hat, uns ein unfaires negatives Feedback zu hinterlassen.

Von Anfang an versuchen wir als Verkäufer stets, die Regeln und Richtlinien von Amazon zu befolgen, insbesondere die Rückgaberegeln, Dies gilt auch dann, wenn wir häufig vollständig beschädigte und beschädigte Produkte an uns zurücksenden und dennoch den gesamten Bestellbetrag erstatten müssen.

Deshalb verstehen wir nicht, warum Amazon, wenn es notwendig ist, uns zu verteidigen, dies nicht tut, weil wir bestrebt sind, alle Kunden zufrieden zu stellen und alle Regeln von Amazon einzuhalten.

Der Kunde hinterließ ein negatives Feedback, weil er um jeden Preis das Produkt zurückgeben und die Rückerstattung NACH ZWEI MONATEN NUTZUNG DES GERÄTS erhalten wollte.

Amazon ist diesbezüglich sehr klar: Die Rückgabefrist beträgt nur 30 TAGE, NICHT MEHR. Nach diesen 30 Tagen muss sich der Kunde an den Kundendienst der Muttergesellschaft wenden, wobei die Garantie von zwei Jahren gilt, die das Produkt genießt.

Wenn das die Regel ist, warum verdienen wir ein negatives Feedback? Und warum verteidigt und hilft uns Amazon nicht, indem wir es entfernen?

Wir freuen uns auf Ihre freundliche Antwort,

herzlich.

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Good evening,

we would like to bring to your attention the case of a customer who has decided to leave us an unfair negative feedback.

Starting from the origin, we, as sellers, always try to respect in all aspects the rules and policies of Amazon, especially those of product returns, even when completely damaged products are often returned to us and we are still forced to refund the full amount of the order.

So, precisely because we are committed to satisfying all customers and respecting all the rules of Amazon, we do not understand why, when it is necessary for Amazon to defend us, this does not happen.

The customer left a negative feedback because he wanted to return the product at any cost and receive the refund AFTER TWO MONTHS OF USING THE DEVICE.

Amazon, in this regard, is very clear: the return period is only 30 DAYS, NOT MORE. After these 30 days, the customer must contact the support of the mother company of the product, using the two-year warranty.

If this is the rule, why do we deserve negative feedback? And why doesn’t Amazon defend and help us by removing it?

We look forward to your kind response,

best regards.

@Seller_06JS7friV1yzw

Dear administrator

Hello, I have posted before about wanting to remove the buyer's negative feedback, because the entire feedback comment is a product review(this is in compliance with Amazon's policy). I also provided a screenshot of the review displayed in the account background and the screenshot of the store front. This feedback was indeed received by my German account. I did not post on behalf of someone else's account.

The order number is: 304-1691504-9677921, and the date is: 09/25/2024.

I don't know why you can't find this feedback, and then you didn't reply to my message. This makes me very sad😭, because the buyer's negative feedback will have a great impact on us. During this period of time I have tried many methods, but I can't delete it. I hope the administrator can help me, please.

Many many thanks!

Dear Seller Support Forum Moderators,

On December 11, 2024, I received feedback from a customer claiming that their package was lost. Upon checking the shipment status in the DHL system, I realized that the package was delivered to the customer on December 9, 2024, with a signature.

I submitted the Proof of Delivery document with customer's signature to Amazon to request the removal of this feedback. However, I received an automated response within one minute stating that the feedback could not be removed. The associated case ID for this request is 10606644742.

Since the feedback is based on incorrect information — as the package was delivered two days prior to the feedback being submitted — I kindly request that this feedback be removed.

Thank you in advance for your assistance.