False Counterfeit Claim Negative Defamatory Feedback Left
With over 20 years of experience in retail, specializing in officially licensed merchandise, we were disheartened to receive a defamatory feedback from a customer falsely claiming the item we sold was counterfeit.
The authenticity complaint was removed from our account after we provided invoices and supporting evidence. However, the defamatory feedback remained and has negatively impacted sales.
I have contacted Amazon regarding feedback removal, but was told it does not meet removal guidelines. (Case ID 16479199241)
I believe Amazon's feedback removal guidelines should include provisions for defamatory feedback, especially when proven to be a false claim. Even Seller Performance apologized for the inconvenience after clearing us, yet the defamatory feedback remains. While it’s against the rules to include personally identifiable information in feedback, defamatory counterfeit claims are apparently allowed by Amazon to remain public. How is this fair to the seller? The customer's false claim constitutes libel per se, falsely accusing my company of the criminal activity of selling counterfeit merchandise.
Additionally, it is suspicious that this customer left the false counterfeit claim not only in seller feedback but also as a product review. The product review has been removed, as Amazon prohibits defamatory content there. Notably, the customer did not return the item.
It's time to add "false counterfeit defamatory feedback, to the list of feedback removal guidelines or a strike through, simply stating "Amazon has reviewed seller account and decided Seller may continue to offer item."
2 replies
Seller_kIukTwdhvntAp
"It's time to add "false counterfeit defamatory feedback, to the list of feedback removal guidelines or a strike through, simply stating "Amazon has reviewed seller account and decided Seller may continue to offer item." "
I don't disagree with the first part, but there is no way I would want an Amazon comment to say that. It implies that they are letting the seller get away with something shady and Amazon doesn't care. If anything it should day "there is NO valid concern about the authenticity of the items".
Yes, we all KNOW that they don't care but that's another volume in the encyclopedia!
@SEAmod posted this way back in late September as I recall. While it specifically discussed feedback on cancellations she might take a look at your situation. She is a rock-star (most of the time 😎). The thread is still 'live' and getting some messages every once in awhile -- probably more than Susan really wanted!
Negative feedback on an order cancelled by the buyer
https://sellercentral.amazon.com/seller-forums/discussions/t/636aedb2-f403-4954-920f-5771d3ee88ff
Josh_Amazon
Hello @Seller_gSepAltYFK0tQ,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with this feedback removal request. Thanks for the information provided. I have reviewed your case ID 16479199241 and I can see the response you received from the team in charge. In this case, I have also reviewed your request and I can confirm that our team provided the correct response for this situation.
Unfortunately, since the feedback doesn't violate our Feedback Removal guidelines, we are unable to remove it.
For more information about the feedback removal criteria please go to Can Amazon remove buyer feedback?.
In case you have further questions you can always reach out to our Support team.
Kind regards,
-Josh
