The robot in charge of looking at if a feedback is relevent or not needs to be updated.
We received a 1 star feedback on our sellers account, by the customer stating that the item he received is not as described, and that "we" don't accept returns. However, this whole category of items has been deemed non-returnable by Amazon, not us, we haven't set this up ourselves.
Even though this is a blatant product review, the AI in charge of removing the feedback won't see it as such.
Why are we being penalized for something that is 100% out of our control?
Is there really no human beings looking at those requests? I understand the first request being automated by AI, but after the second request, with more description and information, why is no human actually looking at it? You're going to tell me that this multi-billion company can't have a support team dedicated to their sellers?
Order ID 702-9438284-1482624
The robot in charge of looking at if a feedback is relevent or not needs to be updated.
We received a 1 star feedback on our sellers account, by the customer stating that the item he received is not as described, and that "we" don't accept returns. However, this whole category of items has been deemed non-returnable by Amazon, not us, we haven't set this up ourselves.
Even though this is a blatant product review, the AI in charge of removing the feedback won't see it as such.
Why are we being penalized for something that is 100% out of our control?
Is there really no human beings looking at those requests? I understand the first request being automated by AI, but after the second request, with more description and information, why is no human actually looking at it? You're going to tell me that this multi-billion company can't have a support team dedicated to their sellers?
Order ID 702-9438284-1482624
35 respuestas
Seller_tsSwrJCNEEJjv
@Daryl_Amazon Is this something your team could look into?
Daryl_Amazon
We are here to help! Glad that other order ID was sorted out :)
Daryl_Amazon
As for Order ID: 111-7034549-2295464, I am happy to announce I was able to remove this feedback on your behalf :D
Thank you very much for bringing these cases to my attention, wish you the very best in future online sales!
Daryl
Seller_tsSwrJCNEEJjv
Seller_tsSwrJCNEEJjv
Hi @Daryl_Amazon, Could your team look into this?
We have no idea what the customer is going on about, talking about 4px, which I have no clue what that is, going in all direction, stating the police has to get involved... The customers item is at the post office, with a notice left, since October 31st.
701-4579338-3571403
Daryl_Amazon
Apologies for the delayed response,
Were you able to further replicate the issue from your end, escalate the matter via the normal feedback removal process?
With a relevant case ID, I could potentially escalate the matter further.
Daryl
Seller_tsSwrJCNEEJjv
Hello @Daryl_Amazon, here is the case ID that is the most recent for this feedback/order.
The customer ended up telling us they confused us with an other company, but they are completely unable to remove their feedback, even when we provided them with instructions.
ID 16609165781
Daryl_Amazon
Still having a bit of backlog with the current # of posts via our Forums platform, rest assured you will always receive the same support from my end, please accept my apologies on the lateness between responses.
Escalated the situation via our Feedback Removal team, will keep you posted @Seller_tsSwrJCNEEJjv,
Daryl
Daryl_Amazon
Hey @Seller_tsSwrJCNEEJjv,
Happy start of the week!, I am excited to inform you that the feedback removal from order ID: 701-4579338-3571403 has been suppressed, thank you for bringing this to our attention :)
Daryl
Seller_tsSwrJCNEEJjv
Wonderful, thank you. @Daryl_Amazon
A little bit late since it's over 30 days and don't appear in the 30 day metric anymore, but I'll take it for the 90 period.
I know you guys are very busy and I appreciate the effort.
Regards
Seller_tsSwrJCNEEJjv
Hey @Daryl_Amazon, We have quite a weird situation here.
This customer, order number 701-8687509-2440264 left feedback stating that they received their order correctly and on time, but that there was an advertisement in his order to buy feedback. This is something we have never done, as it is against ToS, not only that, we honestly don't know how we would pay the customers since every payment is going through Amazon directly, and we don't have the customer's emails, as you are aware. So I'm ready to bet that this customer mixed up their orders. According to the tracking, he hasn't even received our order yet... so I'm really confused as to how he could have received an advertisement, from a package not yet received... not only is this false, but it is defamatory and is quite a serious accusation that we are willing to fight, as this is not something we have done, or plan on ever doing.
Please let me know,
Regards
Daryl_Amazon
Did you appeal through feedback manager?
They are asking me this as a mandatory step, with the case ID raised for the removal, let me know when this is done and I will be more than happy to further assist.
Daryl
Christine_Amazon
Hello @Seller_tsSwrJCNEEJjv
Christine here from Amazon Forums.
I will bring your case to the team in charge, for them to review it.
Please know that while I can escalate your case internally, I can not guarantee any outcome.
As soon as I have more information, I will contact you through here.
Hope you have a great day!
Christine.
