Negative feedback out of seller's control
Hello,
For order 112-4773603-9101850, the package was shipped on time using Amazon's buy shipping services. The customer left a negative feedback and complained that the carrier left the package in rain. The merchandise was well packaged with an additional box for protection when we shipped it. The customer is unsatisfied with how the carrier handled her package in bad weather, which is totally out of the seller's control and is not seller's fault.
We tried to remove the feedback but the removal request was automatically closed by the bots. The case ID is 15108532251. Can you help us escalate the case for further review of this feedback? @Glenn_Amazon@Quincy_Amazon
Negative feedback out of seller's control
Hello,
For order 112-4773603-9101850, the package was shipped on time using Amazon's buy shipping services. The customer left a negative feedback and complained that the carrier left the package in rain. The merchandise was well packaged with an additional box for protection when we shipped it. The customer is unsatisfied with how the carrier handled her package in bad weather, which is totally out of the seller's control and is not seller's fault.
We tried to remove the feedback but the removal request was automatically closed by the bots. The case ID is 15108532251. Can you help us escalate the case for further review of this feedback? @Glenn_Amazon@Quincy_Amazon
5 replies
Tatiana_Amazon
Hi @Seller_y4cKuhlBEyF0P,
Feedback that is related to shipping may qualify for strike through, but only in two specific cases:
- The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.
- The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services. In addition to the strike-through, this statement will appear, "The fulfillment issues associated with this order were not due to the seller".
If shipping is purchased outside of Amazon, sellers are responsible for any issues related to the shipping of the order which means feedback related to shipping issues is valid and within community guidelines.
However, please let me know if this order was shipped FBA or with Amazon Buy Shipping.
You can learn more about removal of feedback here.
Tatiana
Seller_y4cKuhlBEyF0P
Hello @Tatiana_Amazon,
The package was shipped with Amazon Buy Shipping. I submitted a feedback removal request but the request was automatically closed. Can you help us escalate the case for further review of this feedback? Thanks!
