Since Brexit I have been receiving a higher than normal amount of negative feedback from customers due to late or no delivery of products, I usually am able to work it out with the customer, most want to remove comments and provide a better rating however after the customer tries I have had many messages expressing that the process of doing this is complicated and confusing. I decided to try for myself and I found that process was indeed complicated and confusing.

This is what I found:

1) the help page is not very helpful.

2) the link on the help page takes you to the Your Orders Page but from here it is difficult to find the order you want to correct until you actually know how to do this, I had to call Amazon customer services and they didn’t know how to do it either, the customer service representative put me on hold and then told me it wasn’t possible, luckily I had managed to work it out whilst on hold so I explained it to them.

3) When you locate the order you then have no option to amend the feedback from this page, what you need to do is pick an open order without any feedback then pick the “leave seller feedback” option this takes you to leave seller feedback page, here you have the option to go to the Completed Feedback page where you can then remove the comments.

If I was a customer who had never done this, I would definitely try but after not being able to find the order after several tries I would then be forced to contact the seller and tell them I tried but couldn’t cancel because it was to complicated. I can say that the majority of my negative reviews would have been removed had the process not been so complexed, the fact that the Amazon representative didn’t know how to do it as well speaks volumes to me. Amazon have a duty to sellers to have a fair marketplace where it is easy to sell products without negative experiences. For an area where you are penalised heavily with points on the ODR there should be a far simpler way of amending feedback for the customer. The customers’s original experience may have been poor but if the seller fixes the problem and the customer is happy the customer should be allowed to rate the total experience with ease but this process doesn’t allow this.

@Spencer_CAM