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Request for Feedback Removal – Order ID 112-8564138-1401810
I hope you are doing well. I am writing to request the removal of negative feedback for Order ID 112-8564138-1401810. The buyer has claimed that the product was misrepresented on Amazon, indicating that two headlights were shown in the advertisement, but only one was delivered. I would like to provide evidence that this feedback is incorrect and request a manual review for the removal of the feedback.
Feedback Details:
Order ID: 112-8564138-1401810
Feedback Date: 6/26/24
Feedback Comment: "The seller has still not provided me with a shipping label to return the item. The item was misrepresented on Amazon by showing two headlights in their ad and also in the narrative. However, they only provided one headlight per order and are now delaying providing me with the thing I need to return the items and receive a refund. Terrible service!"
Rating: 1 star
Our Response:
The listing for this product clearly states that only one headlight is included in the purchase. Nowhere in the product details or images does it suggest that the buyer would receive two headlights. The product images, showing different angles of the same product, may have caused confusion for the buyer, but the description is clear.
I have attached the following:
1. Product Page Screenshot showing that only one unit is included in the order.
2. Product Description Evidence proving that the listing never stated two headlights were included.
3. Images demonstrating that multiple pictures were included to show different views of the same headlight.
Regarding the Return Label:
We did inform the customer to request the return label directly through Amazon, as Amazon handles the return label process. Once the customer initiated the return, the system generated the label automatically. However, after the return was completed successfully, the customer left negative feedback despite receiving the appropriate service.
Request for Feedback Removal:
Given that:
The listing was never misrepresented,
The return process was managed according to Amazon’s procedures, and
The feedback is unfair and misleading,
I kindly request that this feedback be removed from our profile as it is not a reflection of the seller's actions but rather a misunderstanding by the buyer.
Thank you for your time and understanding. I look forward to your support in resolving this matter.
5 replies
Seller_CW0P5hgbsiqWX
You are spending way too much time on something that is not going to happen. Amazon does not care, and your feedback is there to stay. Just make sure thst you respond setting things straight.
Feedback comes ar an agerage rate of 1-2 per 100 sales, so after a thousand more sales, it will move over to page 2.
Danny_Amazon
Hi @Seller_XTq5B9ziYWxSH -- I appreciate you surfacing this piece of seller feedback in the forums for some insight, and for including robust context.
I do apologize this feedback was given despite the actions you've taken to make the detail page clear. It is true though that there areonly certain reasons where Amazon can remove seller feedback comments. You can review the full help page above, but in short, the use cases are:
- when a piece of feedback includes profanity
- when a piece of feedback includes personal information
- when the entire comment is a product review, with no feedback on the service from the seller
Reading through the feedback comment in question, I do see that commentary on the seller's service is included. Even if it is viewed to be inaccurate, our team values, and will not suppress, honest opinions from customers.
From here, you can look to resolve the feedback issue, or if that isn't possible, post a public reply to help set the record straight. I'll note that, after resolving their concerns, you can notify the buyer that it is possible to update, remove, or provide additional feedback if they wish to do so. Remember that pressuring or incentivizing a buyer to remove or modify negative feedback is a violation of our policies.
Thanks again for taking the time to surface this here on the forums, and I hope this information is helpful!
Best,
Danny
