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How to deal with Negative Feedback
Hello community!
Receiving negative feedback can present challenges, particularly during the initial phases of your account. In response to negative feedback from buyers, we encourage our Selling Partners to initiate contact with the buyer to address and resolve any concerns they may have.
We would like to welcome our members to share their insights and experiences regarding strategies to effectively address and resolve negative feedback.
Comment down below and share any experiences you have had in which you effectively managed negative feedback from buyers, ultimately turning it into a positive outcome through collaborative efforts. Your insights and examples are greatly appreciated.
16 replies
Seller_CCJouU56fu8lw
Please notice that there have been no responses to this case because there are no strategies to effectively address and resolve negative feedback.
For example, on the 25th I received a 2 star review for an order where the customer claims that they are missing part of there order. They claim to have purchased 3, but actually only ordered 2. The buyer also claimed that they sent us a message and that we never responded, but no message was ever received.
We requested removal and provided them with proof of the buyer only ordering 2 and also that no message was ever received from this buyer, but they immediately closed the case telling us to take this up with the buyer.
The kicker is that the buyer has set up there account to not receive messages from sellers, meaning we are unable to send a message to ask them to have this removed.
Amazons criteria for feedback removal is flawed and heavily in favor of the buyers. This is not right and you all should have a policy is place that helps to protect sellers, not one that promotes abuse by buyers.
Seller_UM50mQQPMOSq4
NO HUMAN REVIEWED MY CASE
I received a negative feedback for order id 113-8498003-2166656
I provided such strong evidence when I appealed the feedback removal through the case 16723263061 associated with the order ID. However, I received an automated response within one second, making it clear that my case was not reviewed by a human. Furthermore, there was no option to reopen or escalate the case for further review.This has left me with no resolution and an unfair feedback tarnishing my account, despite having followed the proper guidelines and providing compelling evidence.
So buyer negative feedback stating "we sold refurbished cell phones and applied a 40% restocking fee for the return." This is inaccurate and misleading.
As part of our quality assurance process, we always RECORD videos of packaging and return which I provided via link under that case ID. A packaging video showing the item was 100% brand new and factory sealed before shipping. A return unboxing video showing the customer returned the phone with several missing items (original box, accessories, manuals, SIM tray eject pin) and had locked the device with a PIN code, preventing a full inspection.
I believe the feedback unfairly damages my reputation despite following Amazon's policies and providing thorough documentation. I kindly request that this issue be escalated so that my case and evidence can be reviewed by a human team member.
Seller_sFwS59L5umIrP
I have had two occasions in my almost 10 years selling on Amazon where the customer, instead of communicating to me directly, left issues in feedback. In both cases I immediately resolved the issues and went over and beyond to rectify the situation, but neither removed the negative feedback. I would like to see Amazon give one of the options as reason for removal ‘Customer never made contact with seller regarding issue’. Please.
Seller_qa3jEvxx9StPs
I just had a customer leave us negative feedback because we don't offer free returns. The listing never stated free returns, only free delivery. Why buy from us without doing your due diligence or making an assumption and then blame us for it? Customer never contacted us nor did they actually open a return! They just posted this, "I should not be charged to send these back since I need to return them! I will never deal with BP Athletics again! Buyer beware!"
This happened during what is supposed to be our busiest shopping week of the year! :( Sales already appear to have dropped off, can only assume it's from feedback.
Seller_S8C5pwae9GxqM
I had a negative feedback for 111-3529250-4642614 claiming the item sold was inauthentic (it is not we have provided wholesale invoices to Amazon for original ungating approval and again for his complaint which we won the account health case.)
The issue I am having is that Amazon's rule is:
"Since buyers feedback are direct reflection of their Amazon shopping experience, we can only remove feedback for these reasons:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller or buyer-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review."
The customer said 2 things in the review that my reply to this post won't even allow me to put due to inappropriate language. Yet the algorithm and case ID 16925550611 won't strike it down due to language. Can somebody review this and strike the review?
@Josh_Amazon
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