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Buyer left negative review that violates Community Guidelines. Need some Mod help please
One of our FBA orders was shipped with the seal broken/open. The buyer responded by leaving a negative one star review stating that the seal was broken. According to Amazon's Community Guidelines:
What's not allowed
We don't allow reviews or questions and answers that focus on:
Product condition and damage
Here's how we've tried to resolve this.
1. Used the "Report" button next to the review multiple times.
2. Opened up Case ID 17462291441
3. Provided the buyer with a full refund.
4. Sent an email to community-help@amazon.com per the instruction from Danny's Forum post here: https://sellercentral.amazon.com/seller-forums/discussions/t/6d3b3660-7930-438e-9f93-a592814666f0
None of the above efforts have worked and the negative one star review still remains on our ASIN. I'm hoping to get some moderation help here to get this issue resolved. Thank You
@Danny_Amazon
@Bryce_Amazon
@Xander_Amazon
1 reply
Seller_ZdAkrc421R8lP
Hello @Danny_Amazon. Would you be able to look into this for us? We have gone through all of the steps that you outlined in your post about this subject here:
https://sellercentral.amazon.com/seller-forums/discussions/t/8a04c583-85e7-4971-a147-002722bfefa0
As of today, we still have not heard back regarding our email sent to community-help@amazon.com and the negative review in question still remains on our listing. The ASIN is B0B6MZ3PX2 and the review is titled "Not Good." We believe that it violates the Community Guidelines because it concerns the product condition and damage (broken seal) and not the product itself. This negative review is costing us sales every day so please help if you can or point us in the right direction on how we can get this resolved. I'm going to tag @Bryce_Amazon and @Xander_Amazon as well since I believe they've worked with similar issues in the past.
Thank You
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