We have received negative feedback recently. Both comments are in Spanish and Amazon has refused to remove them. I'm not able to fully understand the last comment. I've contacted seller help by email and phone without help. I've also tried contacting the buyer, but they most likely don't understand my response. If the comment means they didn't receive the item, tracking shows it was delivered. I'm at a loss as to what to do next. Please help if you can. Thank you

Dear Seller Forum Support Team,

I hope this message finds you well. I am writing to kindly request your assistance in the removal of a negative feedback that has adversely affected my Order Defect Rate (ODR), currently at 1.89%. This situation has prompted a warning regarding the risk of account deactivation, which is concerning.

Here are the key details regarding this matter:

A customer reached out about a missing order, which was subsequently confirmed as lost in transit.

In response, I took immediate action by issuing a full refund to the customer as soon as the issue was reported. I aimed to resolve the situation promptly and fairly.

Despite my proactive measures and clear communication, the customer chose to leave negative feedback, stating that the item never arrived, even after receiving a refund over a week prior. This situation stemmed from the carrier’s mishandling and was entirely beyond my control.

I have consistently prioritized customer service and have gone above and beyond to address this customer’s concerns. Unfortunately, the negative feedback does not reflect the efforts I made to resolve the issue and unfairly impacts my shop’s reputation.

Given that I promptly refunded the customer and that the issue was due to the carrier, I respectfully request the removal of this feedback. I believe this would ensure a fair representation of my commitment to customer satisfaction and help maintain the integrity of my account.

Thank you for your understanding and support in this matter. I greatly appreciate your attention to this issue and look forward to your positive response.

Best regards.

Hello. Could you please help to remove some negative feedbacks?

Recently, I got some negative feedbacks.

Could you please help to remove these feedbacks?

1.

Order ID:114-4645658-0547423. The entire comment is about product. Then I requested feedback removal but bot replied "We have reviewed this feedback and found that it is not in violation of our guidelines and has been retained. To request further review of this decision, re-open the case in Case Log.

Every time I tried to re-open a case, the bot replies "We have received your request to remove the feedback for the order , and have reviewed your request. In this case, we regret to inform you that we are unable to remove this feedback, since the feedback you received was not in violation of our guidelines."

2.

Order ID:111-9972809-2255447. This buyer hasn't returned the item but claims I receive return on 10/10/24. I prepared the shipping label for this buyer but the tracking record shows this buyer hasn't returned yet.

Ending up the same thing as No. 1.

3.

Order ID:111-0191574-4813828. This buyer returned me totally wrong item with used condition. I refused to refund unless the buyer return me the original one. Then the buyer left a negative feedback. This is totally unfair.

Ending up the same thing as No. 1 and 2.