 Removal of negative seller feedback?
Hello,
I recently received the following seller feedback for an item I sold to a customer and requested to have it removed. Amazon seller support kept sending me this response which indicated to me they were clearly not reading my reason as to why I am requesting that it be removed. I now take pictures of certain orders (products that I have found certain customers are more likely to try to leave a negative review or file and A-Z claim if certain demands aren't met). I sent seller support a photograph of the item before it was shipped showing it was 25 inches in height. The picture also shows the plant didn't have branches, it's just one main branch and the plant was sent in a protective bubble mailer which I have never had an issue with anything being damaged with these before. The majority of the review seems to be a product review to me which I know makes it eligible for removal, however since the customer expressed it was damaged (which it wasn't and even if it was that would have been the fault of the USPS, which I feel is unfair to fault me for). I'm also confused because in Amazon's reply they mentioned me wanting to report the buyer, which I never stated. Any advice on how to get this removed would be greatly appreciated. Thanks in advance. (feedback left and Amazon's reply pasted below)
SELLER FEEDBACK LEFT-
11/16/2019 2 113-1780313-9233427
This was not a 2ft plant as advertised, 8" seedling instead. Shrub was was poorly packaged and shipped in a postal envelope with 1 of 3 branches broken. In the ground and hope for the best. Probably would not purchase again. ??
REPLY FROM AMAZON SELLER SUPPORT-
Hello from Amazon Selling Partner Support,
I understand that you want us to remove the feedback for order ID 113-1780313-9233427 and also want to report the buyer. Please be assured that I will certainly try to help you today.
I would like to inform you that in feedback removal team we can handle any feedback removal request if it is created through feedback manager. As this case was not created via feedback manager due to that we request you to please create a feedback removal request via feedback manager.
Moreover, I would also like to inform you that you can create only one case for one order via feedback manager and also if it is denied then you can also appeal only once on that case. once appeal was denied then you will not be able to reopen that again.
Furthermore, In order to get this feedback removed you may get in touch with the buyer and check what you could do to convince them to remove the feedback. If the buyer is unable to remove the feedback as per the instructions provided or 60 days time line is crossed, educate them to contact Amazon customer support to show their willingness to remove feedback.
Link to be provided to buyer for instructions to remove feedback:
If this option is not feasible or if it does not meet your expectation, you may consider posting a feedback below the buyer’s feedback. This would benefit you as everyone will come to know that you did everything you could to resolve the issue.
To post a response, log in to your seller account, then, under the Reports heading, click "View your Ratings and Feedback". This will display the most recent page of feedback ratings. Find the feedback in question and click the button to respond.
Have a nice day.
Thank you for selling with Amazon,
ANKUR S.
Amazon.com Seller Support
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