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Request for Assistance with Feedback Removal - Case ID 17002125851
Hello,
We're looking for one of the MODs' assistance with a Feedback Removal Request, Order ID 114-0703764-9613056.
One of our customers left a negative feedback referring to the product's packaging that they ordered. The product's listing title and details state that the "Packaging May Vary" due to a new graphical design performed by the brand, however, it's been stated that the ingredients and all other components of the product remained exactly the same.
We've had 20+ orders from this same product and other customers have not had an issue, and the ones who were confused about the new packaging reached out to us, and we were able to address their concerns. The particular customer from this Order did not seem to reach out to us for a resolution or to express their concerns, instead, they left the feedback without first communicating with us.
We tried to open a case with Seller Support through the Feedback Removal tool from the Feedback Manager page, but our request was denied. One of the representatives who reviewed our case said our request is not eligible for removal since the customer "received the wrong product". The product sent to the customer is the correct one, the UPC on the listing and the product with the new packaging are the same, however, seller support kept denying our request.
We'd appreciate the MODs' help with reviewing our request. Thanks in advance.
3 replies
Seller_ijwysDD2OO2KG
@Dougal_Amazon@Jim_Amazon @KJ_Amazon @Danny_Amazon@Micah_Amazon
Danny_Amazon
Hello @Seller_ijwysDD2OO2KG- and thanks for the post. I am sorry to hear this customer left feedback about the packaging on the order without first thinking to contact you directly.
I would recommend reviewing this customer facing help page which instructs customers what their seller feedback comments should focus on. Here is the relevant guidance:
"Your comments should focus on your buying experience and answer some of the following questions:
- Were you happy with how the seller packaged and shipped your order (for products)?"
Since this feedback comment would be in-line with the guidelines for customers, and would not fall into any of the categories where Amazon might remove seller feedback comments, which you can review here, this would not be a candidate for removal.
I apologize if this wasn't the response you were hoping for, but in such cases, you can reach out to help resolve the feedback issue, or else respond to the comment publicly to help set the record straight!
Best regards,
Danny
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