I'm looking for guidance on a one-star seller recall I received on 08/31/2024 for an order with ID 113-9806013-0481060 ------“What’s going on?????.“

I tried to resolve this issue by following the steps below:

- 1 - Feedback Manager: My request to remove the Feedback was denied.

- 2 - Case ID 15939561451: I opened a case, but it was rejected within seconds.

I have run out of options and need advice on the next steps to remove this Feedback.

Has anyone experienced a similar situation? What steps did you take to resolve it?

Thank you.

@Ricardo_Amazon, @Dougal_Amazon I need your help with a one-star Feedback

This Feedback is unfairly affecting my seller rating. Can you please help escalate this issue for proper Feedback?

Thank you!!!

The buyer cancelled their order, yet left feedback stating that the order was not received. We submitted a feedback removal request, but it was denied by the automated system (BOT).

Given the circumstances, we believe this feedback is unwarranted and negatively impacts our seller rating. Could one of the moderators kindly review this case and assist us in resolving the issue?

The case ID for reference is 15778333351.

Thank you

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.