Any chance for AMAZON seller support to remove negative feedback ?

lyl797 · #1 06-19-2013

I have 2 cases here, one buyer left negative feedback incorrectly, and she sent an AMAZON message to me admit it, she does not know how to remove the feedback. So I create a seller support case to report this and ask AMAZON to remove the feedback for buyer, would this work ?

2nd case, Buyer provided wrong shipping address, USPS indicates the address is not deliverable, although I did send out the package and got non-deliverable, I refund the buyer once I knew the package is non-deliverable.
Buyer left me negative feedback saying he did not receive it after I refund the buyer.
So I create another case to AMAZON seller support ask to remove the negative feedback, would this work ?

Anyone has experience dealing with AMAZON seller support can shed some light on these?

Thanks a million.

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cardfelon · #2 06-19-2013

They won't remove them but it never hurts to try

lyl797 · #3 06-19-2013

I got result back from AMZON seller support team for the 2nd case -shipping address not deliverable, buyer left negative feedback.
Here is the response.
"On reviewing the order I see that, you have already issued a refund. Since you haven't cancelled the order, it will not count against your metrics.
Generally, in such instances the cancelled order (due to incorrect shipping address) are not considered while calculating the metrics.
The Seller Performance team will not take any action on the seller account.

In this case you have done everything right and I assure you that your metrics will not be affected."

So.... does that mean if AMAZON seller refund the order, even if buyer gives you negative feedback, it won't even count into your seller metric ?
This is what I understand from this message from Seller support .... correct me if I am wrong.

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rsot · #4 06-19-2013

Was just this circumstance as indicated by the Seller agent - I would not generalize for Az in general.

lyl797 · #5 06-19-2013

Thank you for your opinion, rsot !

I just got negative feedback removed for the 1st case - buyer left wrong feedback, I sent buyer's message to AMAZON seller support team, and the wrong feedback just got removed.

However, I still don't quite get what the AMAZON seller support agent saying about my 2nd case ? He said the negative feedback for undeliverable shipping address would not affect my metrics ? How would that be possible ? it still there showing in my feedback list.
Anyone shed some light on this ?

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n8zzz · #6 06-19-2013

Yeah, I'm going to have to side with logic and say that the rep didn't really know what he was talking about. It's like his 2nd week and he was told on his first day that cancelled orders affect seller metrics.. and now that's all he remembers.

The facts are, we KNOW that negative feedbacks affect metrics, we KNOW that cancelled orders affect metrics. Having only one of the two is better than both.

I would have said to the rep, I don't give a shyt JUST about metrics, I also care how other buyers perceive my business. If someone leaves me a negative feedback, that can impact the trust I receive from customers. The feedback is not my fault, so it should be removed as it is not an accurate reflection of my conduct as a highly rated Amazon seller.

jeffweico · #7 06-19-2013

I think rsot is right. Generalizing about Amazon can be dangerous. And I wo9uldn't sweat the feedbacks. I've seen PLENTY of sellers with 95% or less positive feedback and their accounts survive. Of course, that also depends on what you sell.

annamaria · #8 07-05-2013

hi as far as I know, amazon removes feedback when it is item review. I had some feedback which reviews only item buyer got.
I asked amazon to remove feedback, they agreed.
I am not sure I do the right thing to ask for removal, but buyers on amazon left me a few feedbacks, even I write them a message about feedback. so any negatives shows very low metric...

rsot · #9 07-05-2013

Quote:

Originally Posted by annamaria

I asked amazon to remove feedback, they agreed.
I am not sure I do the right thing to ask for removal, but buyers on amazon left me a few feedbacks, even I write them a message about feedback. so any negatives shows very low metric...

Did you ask via e-mail or phone call or...?

annamaria · #10 07-05-2013

via email
there is option when contact with amazon about feedback removal...

n8zzz · #11 07-06-2013

Amazon took the ability away to call for feedback matters. I think that happened maybe 1.5 year ago.

If you want to talk to them about feedback over the phone, you'd have to pretend like it's for "general help" and I'm almost positive that once on the line they won't help or transfer you either. They would say it is not their department and it has to be handled online. Don't quote me on that, but I really feel like I have attempted this a while back.

rsot · #12 07-07-2013

Quote:

Originally Posted by annamaria

via email
there is option when contact with amazon about feedback removal...

Nice - thanks for clarification