We are seeking urgent assistance regarding a review on our product that has been violating Amazon’s guidelines since December 8. Despite following all recommended steps, the review remains active and has been negatively impacting our sales for over a month.
Background:
Initially, we received negative feedback from the buyer, which we promptly addressed as part of our policy to ensure every customer is satisfied. To resolve their concerns, we offered a discount as a goodwill gesture. Before extending this offer, we confirmed with Amazon support that providing a discount to address buyer concerns does not violate Amazon’s rules. This step highlights our proactive approach and commitment to customer satisfaction, even in cases where the dissatisfaction stemmed from the buyer’s own expectations.
However, instead of accepting the resolution, the buyer escalated the matter and resorted to extortion by demanding additional compensation in exchange for altering their review. This behavior is unacceptable and violates Amazon’s guidelines.
Details of the Violations:
Price Discussion: The review includes comments on the product’s price, which is a clear violation of Amazon’s review guidelines.
Extortion Attempt: The buyer explicitly stated in their communication with us (through Amazon’s messaging system, which is accessible for review) that they would change their review if we sent them an amethyst bracelet. We did not request any changes to their review; instead, the buyer demanded additional compensation.
We have provided all necessary screenshots (with buyer details hidden) to Amazon support, demonstrating the extortion attempt and price discussion.
Actions Taken:
According to the guidance provided in the forum post (link), the standard process for reporting a violating review involves:
1. Navigating to the product detail page and locating the review in question.
2. Clicking the "Report abuse" link and following the steps to submit a report.
3. Alternatively, emailing community-help@amazon.com to report the issue, understanding that a response may not be provided even if action is taken.
However, when we accessed the review page, we could not find the "Report abuse" button. Instead, we only saw the "Report" option. We selected this button, chose the appropriate reason for reporting, and submitted the report. Unfortunately, no action has been taken.
We reported the review by clicking the "Report" button on the product detail page, but this has not led to any resolution.
We emailed community-help@amazon.com, but the review remains live.
During a phone call with Amazon support, we were informed that this review violates Amazon’s guidelines and should be removed, yet it is still visible and harming our business.
Our product images and descriptions clearly show that the pendant's cord is neither gold nor silver, and the amethyst size is accurately depicted. All product details were transparent at the time of purchase. The buyer’s claims about pricing issues are unfounded, and their demand for additional compensation constitutes extortion.
This review has been live since December 8, causing significant damage to our sales and reputation. Given the serious violations, we strongly believe the review should be removed immediately.
Request for Resolution:
We kindly ask Amazon to:
Investigate this matter thoroughly, considering the provided evidence.
Take prompt action to remove this review, as it clearly violates Amazon’s guidelines.
Next Steps:
Are we handling this situation correctly?
What further steps can we take to ensure a prompt resolution?