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A customer canceled their order then left negative feedback for cancelling their order.
Order ID: #111-2581511-8633026
The customer canceled the order, and then left negative feedback stating they "money must be returned to my amazon credit"
I opened a case 17365842951 which I need to request a feedback removal, but that was denied stating that it is not a valid reason to have feedback removed.
We accepted their cancellation request when it was made within the cancellation time window. On the order cancellation screen, clearly prompt "This order has been canceled and the buyer will not be charged for the purchase. No further action is needed. For discrepancies or questions about the cancellation process, the buyer should contact Customer Service using the Contact Us form." And it is clearly stated in Amazon regulations that " The buyer is not charged for an order until you confirm shipment. ”
It seems ridiculous to have negative feedback for an item that was cancelled. Please help me resolve this case.
4 replies
Seller_2Kasv70p57ptg
@Josh_Amazon Can you help me investigate this case?
Seller_DdmPiA1p1S2Wu
It's probably a pre-authorization charge showing in their pending charges and not an actual charge. Of course Amazon shouldn't even allow the buyer to leave you a negative feedback on an order that was cancelled at their request, but they do. Perhaps a mod here can help, sorry you're going through this.
Danny_Amazon
Hello @Seller_2Kasv70p57ptg- thanks for posting about this.
Can you help confirm if the case ID you opened there was using this process to request the removal of a seller feedback comment, or was the case opened directly with support? If the latter, please do request its removal through the designated pathway or provide a case ID that was generated by submitting through that pathway.
This would help in any potential escalation as it does need to be shown the seller has followed standard processes before an escalation can become possible.
Thank you in advance, and I appreciate your understanding!
-Danny
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