Negative Feedback over UPS losing an automated return
Customer returns an item that was as described and sent on time. However she claims that UPS "lost" the return. How in the world is that my fault? And how can negative feedback be allowed as a result. I tried to remove the negative feedback. All you get is a bot that automatically denies it. Mod's please help.
Case 15544463261
Order 113-9034483-9677029
12 replies
Seller_CW0P5hgbsiqWX
"How in the world is that my fault?"
It's not, but it is there to stay. Just make sure that you respond setting things straight.
Seller_4HsL3GZbyDLea
Amazon is almost never removing feedback anymore. In the last month I received a product feedback on my seller feedback and anther feedback where the customer is angry at Amazon for how difficult Amazon makes communicating with third party sellers. In the last 22 years I have had over 10 of these removed, as the customer is essentially rating Amazon as a product.
Truth is, Amazon is no longer an honorable and ethical business partner. They are allowing their feedback AI to sabotage their third party sellers. This is intentional. Amazon has a vested interest in having their third party sellers look bad. Why? One is that they want to push us into using FBA for everything. Two is that they are selling direct, competing against us. So now with less than stellar feedback we look bad by comparison to Amazon since they do not allow themselves to be rated.
If Amazon had open and honest feedback their feedback would be horrendous.
We are on our own now. Amazon is leaving us twisting in the wind. We are just moving towards direct sales and eBay. We have grown on eBay 80% this year! And the eBay customers are not a bunch of sociopaths like the Amazon customers.
Seller_N1gTSljSnOAA4
Your discretion of as described and on time really have nothing to do with a lost return claim, just saying.
Seller_Kov8ZAlpZ0sus
Community-help@amazon.com
Has worked everytime for me, send a screenshot of the feedback and explanation on why it should be removed and the order number in the subject line.
Seller_PTlxYn4jL0UAO
@CR_Amazon @Micah_Amazon @Quincy_Amazon @Atlas_Amazon @Sandy_Amazon @Steve_Amazon @Danika_Amazon @Bryce_Amazon @Yvett_Amzn @Jadore_Amazon @Cooper_Amazon @Michelle_Amazon
Danny_Amazon
Hello @Seller_PTlxYn4jL0UAO- thanks for sharing this experience, and I do appreciate the contributions from the rest of the community here.
It is true that there are only certain situations where Amazon will remove feedback, which can be found here:
"Amazon will remove feedback only in the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
Thank you as well for posting the order/case details so I could see the feedback in question. I was glad to see you already posted a public reply. As a potential path forward, you may be interested in reviewing this page that contains information on working with customers through their feedback issues. After you have contacted your buyer and addressed their concerns, you can politely ask them if they can remove their negative feedback.
Seller_PTlxYn4jL0UAO
Danny,
That is incorrect, because that was not my shipping. My shipping, which was purchased through Amazon, was delivered to the customer promptly. What the customer is talking about is their return shipment to me. I have no control over that. That all depends on when they do it, how they print the label, where they drop it off, etc. It is completely out of my hands. My shipping to them is not in question, that part went perfectly. Their cannot be negative feedback for mistakes that were made on their end. Please share this with other mods and folks who can help remove this.
Thanks
Danny_Amazon
I appreciate your follow up @Seller_PTlxYn4jL0UAO- it is still true that there are only three cases where our teams can remove feedback, which I've covered above. In situations such as this, you can communicate with the buyer to resolve their issues, and request they remove the feedback.
Negative Feedback over UPS losing an automated return
Customer returns an item that was as described and sent on time. However she claims that UPS "lost" the return. How in the world is that my fault? And how can negative feedback be allowed as a result. I tried to remove the negative feedback. All you get is a bot that automatically denies it. Mod's please help.
Case 15544463261
Order 113-9034483-9677029
Negative Feedback over UPS losing an automated return
Customer returns an item that was as described and sent on time. However she claims that UPS "lost" the return. How in the world is that my fault? And how can negative feedback be allowed as a result. I tried to remove the negative feedback. All you get is a bot that automatically denies it. Mod's please help.
Case 15544463261
Order 113-9034483-9677029
12 replies
12 replies
Seller_CW0P5hgbsiqWX
"How in the world is that my fault?"
It's not, but it is there to stay. Just make sure that you respond setting things straight.
Seller_4HsL3GZbyDLea
Amazon is almost never removing feedback anymore. In the last month I received a product feedback on my seller feedback and anther feedback where the customer is angry at Amazon for how difficult Amazon makes communicating with third party sellers. In the last 22 years I have had over 10 of these removed, as the customer is essentially rating Amazon as a product.
Truth is, Amazon is no longer an honorable and ethical business partner. They are allowing their feedback AI to sabotage their third party sellers. This is intentional. Amazon has a vested interest in having their third party sellers look bad. Why? One is that they want to push us into using FBA for everything. Two is that they are selling direct, competing against us. So now with less than stellar feedback we look bad by comparison to Amazon since they do not allow themselves to be rated.
If Amazon had open and honest feedback their feedback would be horrendous.
We are on our own now. Amazon is leaving us twisting in the wind. We are just moving towards direct sales and eBay. We have grown on eBay 80% this year! And the eBay customers are not a bunch of sociopaths like the Amazon customers.
Seller_N1gTSljSnOAA4
Your discretion of as described and on time really have nothing to do with a lost return claim, just saying.
Seller_Kov8ZAlpZ0sus
Community-help@amazon.com
Has worked everytime for me, send a screenshot of the feedback and explanation on why it should be removed and the order number in the subject line.
Seller_PTlxYn4jL0UAO
@CR_Amazon @Micah_Amazon @Quincy_Amazon @Atlas_Amazon @Sandy_Amazon @Steve_Amazon @Danika_Amazon @Bryce_Amazon @Yvett_Amzn @Jadore_Amazon @Cooper_Amazon @Michelle_Amazon
Danny_Amazon
Hello @Seller_PTlxYn4jL0UAO- thanks for sharing this experience, and I do appreciate the contributions from the rest of the community here.
It is true that there are only certain situations where Amazon will remove feedback, which can be found here:
"Amazon will remove feedback only in the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
Thank you as well for posting the order/case details so I could see the feedback in question. I was glad to see you already posted a public reply. As a potential path forward, you may be interested in reviewing this page that contains information on working with customers through their feedback issues. After you have contacted your buyer and addressed their concerns, you can politely ask them if they can remove their negative feedback.
Seller_PTlxYn4jL0UAO
Danny,
That is incorrect, because that was not my shipping. My shipping, which was purchased through Amazon, was delivered to the customer promptly. What the customer is talking about is their return shipment to me. I have no control over that. That all depends on when they do it, how they print the label, where they drop it off, etc. It is completely out of my hands. My shipping to them is not in question, that part went perfectly. Their cannot be negative feedback for mistakes that were made on their end. Please share this with other mods and folks who can help remove this.
Thanks
Danny_Amazon
I appreciate your follow up @Seller_PTlxYn4jL0UAO- it is still true that there are only three cases where our teams can remove feedback, which I've covered above. In situations such as this, you can communicate with the buyer to resolve their issues, and request they remove the feedback.
Seller_CW0P5hgbsiqWX
"How in the world is that my fault?"
It's not, but it is there to stay. Just make sure that you respond setting things straight.
Seller_CW0P5hgbsiqWX
"How in the world is that my fault?"
It's not, but it is there to stay. Just make sure that you respond setting things straight.
Seller_4HsL3GZbyDLea
Amazon is almost never removing feedback anymore. In the last month I received a product feedback on my seller feedback and anther feedback where the customer is angry at Amazon for how difficult Amazon makes communicating with third party sellers. In the last 22 years I have had over 10 of these removed, as the customer is essentially rating Amazon as a product.
Truth is, Amazon is no longer an honorable and ethical business partner. They are allowing their feedback AI to sabotage their third party sellers. This is intentional. Amazon has a vested interest in having their third party sellers look bad. Why? One is that they want to push us into using FBA for everything. Two is that they are selling direct, competing against us. So now with less than stellar feedback we look bad by comparison to Amazon since they do not allow themselves to be rated.
If Amazon had open and honest feedback their feedback would be horrendous.
We are on our own now. Amazon is leaving us twisting in the wind. We are just moving towards direct sales and eBay. We have grown on eBay 80% this year! And the eBay customers are not a bunch of sociopaths like the Amazon customers.
Seller_4HsL3GZbyDLea
Amazon is almost never removing feedback anymore. In the last month I received a product feedback on my seller feedback and anther feedback where the customer is angry at Amazon for how difficult Amazon makes communicating with third party sellers. In the last 22 years I have had over 10 of these removed, as the customer is essentially rating Amazon as a product.
Truth is, Amazon is no longer an honorable and ethical business partner. They are allowing their feedback AI to sabotage their third party sellers. This is intentional. Amazon has a vested interest in having their third party sellers look bad. Why? One is that they want to push us into using FBA for everything. Two is that they are selling direct, competing against us. So now with less than stellar feedback we look bad by comparison to Amazon since they do not allow themselves to be rated.
If Amazon had open and honest feedback their feedback would be horrendous.
We are on our own now. Amazon is leaving us twisting in the wind. We are just moving towards direct sales and eBay. We have grown on eBay 80% this year! And the eBay customers are not a bunch of sociopaths like the Amazon customers.
Seller_N1gTSljSnOAA4
Your discretion of as described and on time really have nothing to do with a lost return claim, just saying.
Seller_N1gTSljSnOAA4
Your discretion of as described and on time really have nothing to do with a lost return claim, just saying.
Seller_Kov8ZAlpZ0sus
Community-help@amazon.com
Has worked everytime for me, send a screenshot of the feedback and explanation on why it should be removed and the order number in the subject line.
Seller_Kov8ZAlpZ0sus
Community-help@amazon.com
Has worked everytime for me, send a screenshot of the feedback and explanation on why it should be removed and the order number in the subject line.
Seller_PTlxYn4jL0UAO
@CR_Amazon @Micah_Amazon @Quincy_Amazon @Atlas_Amazon @Sandy_Amazon @Steve_Amazon @Danika_Amazon @Bryce_Amazon @Yvett_Amzn @Jadore_Amazon @Cooper_Amazon @Michelle_Amazon
Seller_PTlxYn4jL0UAO
@CR_Amazon @Micah_Amazon @Quincy_Amazon @Atlas_Amazon @Sandy_Amazon @Steve_Amazon @Danika_Amazon @Bryce_Amazon @Yvett_Amzn @Jadore_Amazon @Cooper_Amazon @Michelle_Amazon
Danny_Amazon
Hello @Seller_PTlxYn4jL0UAO- thanks for sharing this experience, and I do appreciate the contributions from the rest of the community here.
It is true that there are only certain situations where Amazon will remove feedback, which can be found here:
"Amazon will remove feedback only in the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
Thank you as well for posting the order/case details so I could see the feedback in question. I was glad to see you already posted a public reply. As a potential path forward, you may be interested in reviewing this page that contains information on working with customers through their feedback issues. After you have contacted your buyer and addressed their concerns, you can politely ask them if they can remove their negative feedback.
Danny_Amazon
Hello @Seller_PTlxYn4jL0UAO- thanks for sharing this experience, and I do appreciate the contributions from the rest of the community here.
It is true that there are only certain situations where Amazon will remove feedback, which can be found here:
"Amazon will remove feedback only in the following cases:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
Thank you as well for posting the order/case details so I could see the feedback in question. I was glad to see you already posted a public reply. As a potential path forward, you may be interested in reviewing this page that contains information on working with customers through their feedback issues. After you have contacted your buyer and addressed their concerns, you can politely ask them if they can remove their negative feedback.
Seller_PTlxYn4jL0UAO
Danny,
That is incorrect, because that was not my shipping. My shipping, which was purchased through Amazon, was delivered to the customer promptly. What the customer is talking about is their return shipment to me. I have no control over that. That all depends on when they do it, how they print the label, where they drop it off, etc. It is completely out of my hands. My shipping to them is not in question, that part went perfectly. Their cannot be negative feedback for mistakes that were made on their end. Please share this with other mods and folks who can help remove this.
Thanks
Seller_PTlxYn4jL0UAO
Danny,
That is incorrect, because that was not my shipping. My shipping, which was purchased through Amazon, was delivered to the customer promptly. What the customer is talking about is their return shipment to me. I have no control over that. That all depends on when they do it, how they print the label, where they drop it off, etc. It is completely out of my hands. My shipping to them is not in question, that part went perfectly. Their cannot be negative feedback for mistakes that were made on their end. Please share this with other mods and folks who can help remove this.
Thanks
Danny_Amazon
I appreciate your follow up @Seller_PTlxYn4jL0UAO- it is still true that there are only three cases where our teams can remove feedback, which I've covered above. In situations such as this, you can communicate with the buyer to resolve their issues, and request they remove the feedback.
Danny_Amazon
I appreciate your follow up @Seller_PTlxYn4jL0UAO- it is still true that there are only three cases where our teams can remove feedback, which I've covered above. In situations such as this, you can communicate with the buyer to resolve their issues, and request they remove the feedback.
