Negative Feedback from Buyer
Buyer left Negative feedback for Order No. 111-2148996-1731401. The feedback was "Too costly. No free returns" left with 1 star. However, the buyer never tried to contact us or return the product. The price was available before ordering, and the cheapest on Amazon. This is causing our Order Defect Rate to be >1 as we have just shipped around 40 orders.
Any suggestions on how to get the issue resolved?
Negative Feedback from Buyer
Buyer left Negative feedback for Order No. 111-2148996-1731401. The feedback was "Too costly. No free returns" left with 1 star. However, the buyer never tried to contact us or return the product. The price was available before ordering, and the cheapest on Amazon. This is causing our Order Defect Rate to be >1 as we have just shipped around 40 orders.
Any suggestions on how to get the issue resolved?
20 replies
Seller_z3XfkorVSmnEY
Have you asked Amazon to remove the feedback?
Seller_LTNvvFJ2jqJOv
@Quincy_Amazon
Here is another one Quincy
Seller_LozVbcNSprfMf
Hi,
Reply the feedback basically, you need to put out your own defense. For example: you can say; "Item was the cheapest at Amazon at the time it was ordered. The buyer never contacted me for the return." At least, you can have other potential buyer to see that is going on.
Seller_kPYn2eaKfbniK
I had a negative feedback left last week for a grocery item. They never contacted me, so I reached out to them. I told them that I was sorry about their item being damaged in transit and that they couldn't return it. I told them that I would ship a replacement immediately the following day to them and to keep the old one. They were ecstatic. Once they received item, I went back and did the "ask buyer to update feedback". They ended up removing the 1 star, which brought my feedback back to 100%.
Sometimes it might cost you a few dollars ( in my case it was about 10$ altogether) but to me its worth it to keep 100% positive feedback. Even if feedback doesn't affect anything, it does to me.
Seller_LTNvvFJ2jqJOv
So after 3 cases and forum requests I finally just emailed jeff@amazon.com, the problem was fixed in less than a day
@Quincy_Amazon that is not acceptable to the overseas seller support response at all. It was a simple and obvious problem as are most of the requests.
My thoughts...
It is a shame that it take a jeff@amazon.com email to fix an obvious problem. Amazon should really train overseas seller support to follow Amazon policy, it would be so much easier to work with them. Another thought, lowering the ODR to 1-2 weeks would result in most sellers to just not worry about 1 or 2 bad marks problems etc. causing less time used for support in the first place. Thank you again for resolving this in an extremely, timely manner.
Seller_idQUopIou9L5d
Think I read somewhere in the amazon review policy that customers are not "allowed" to leave reviews based on product prices, and if they violate this, you can ask amz for removal
Seller_EktzaMsxp4zIJ
Amazon has a very narrow criteria for feedback they deem removeable (read: Amazon can't be bothered to think).
Feedback could quite literally be as ridiculous is someone complaining that they didn't receive a flock of seagulls with their iPhone case, and Amazon will not remove it.
Here is the quoted Amazon feedback removal policy:
Amazon only removes feedback in the following cases:
- The feedback includes obscene language.
- The feedback includes seller-specific personally identifiable information.
- The entire feedback comment is a product review.
Strike through feedback if it is regarding fulfillment or customer service for an order fulfilled by Amazon.
