ID 16933935091

Dear Amazon Seller Support,

I am writing to formally request the removal of the negative feedback for Order ID 114-2208574-9125011. The buyer has claimed that they did not receive the package nor refund, but we have communication history with this buyer which shows otherwise.

Feedback Details:

Order ID: 114-2208574-9125011

Feedback Date: December 30, 2024

Feedback Content: “I never received my package or was refunded”

Rating: 1 star

Our Response:

The item the customer requested to purchase was out of stock. We reached out to the buyer to inform them of the situation and stated we would provide them a refund. We immediately processed the refund and sent the buyer the attachment of the processed refund. This occurred on Dec 9, 2024. The buyer later reached out and stated they never received their refund on Dec 23,2024. We informed the buyer to refer to our previous messages regarding the item, and that we sent over an attachment showing we processed the refund. No other communications were sent and as of today Dec 30, 2024, the buyer left negative feedback stating they never received the item nor a refund.

Request for Feedback Removal:

The buyers claim they never received item nor refund is false. We provided the proper information in a timely manner, and the issue falls outside the seller's control, this feedback does not align with Amazon's guidelines for valid feedback. We kindly request that this feedback be removed from our seller profile.

Attached below are: Our communication history and the attachment sent showing the processed refund.

Hello,

Seller support case IDs: 16708694601 and 16708893371.

The seller feedback referenced in these cases reads: "We returned this item well before the 30 day period to return ended and we still have not received our refund."

This order was refunded by Amazon's refund at first scan policy as soon as the item was picked up by UPS. This can be confirmed with the order transaction history and the UPS tracking page. Both of these proofs were included in the cases referenced above. The order was fully refunded on the date of the UPS pick up.

This seller feedback is not only irrelevant to the service that we provide as a seller (since the entire return/refund process was automatically performed by Amazon), but the content of the feedback is also factually incorrect.

The feedback removal request was denied, and the denial email stated that I could re-open the case, but the case can not be reopened. Seller support also can not reopen the case nor can they assist with any re-evaluation of this case. Can someone please help correct this issue?

@Seller_nS0jcFQNDLG3e@Seller_1KYLYkgAlu4xX

Thanks

Dear Amazon team,

Regarding order 114-8916373-9536266, I hope Amazon can delete my feedback because the customer said Could not contact seller. I have never received any customer message about this order and did not know that the product glass was damaged. After receiving the message from the CSBA team, I immediately gave a solution. I hope the Amazon team can investigate and delete my feedback. I always put customers first.

We look forward to your understanding and support.

CASE ID：15980540791