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?
Seller_tsSwrJCNEEJjv
No problem, I will post a public reply to their comment @Daryl_Amazon, Please note that this customer has never contacted us, and their DM's are closed.
Daryl_Amazon
Following up on this feedback suppression I escalated @Seller_7LrAV0m5llaI7.
Policy manager removed it and it should no longer be reflecting.
Daryl
Daryl_Amazon
I saw your reply within the order details page, I proceeded to escalate the matter to our feedback removal team.
Will let you know the outcome of this case.
Daryl
Daryl_Amazon
Good news @Seller_tsSwrJCNEEJjv,
Your feedback has also been suppressed, you can verify this within your order details.
Hope this helps your ASIN's visibility.
Daryl
Seller_tsSwrJCNEEJjv
@Daryl_Amazon Thank you for that, Could you look into order 701-4242995-3775468? The customer is complaining that he didn't receive what he ordered, however after he sent us pictures, it is exactly the item he ordered. Wouldn't that fall under product review feedback? Thank you for your assistance.
Seller_tsSwrJCNEEJjv
Hello @Daryl_AmazonCould your team check into order 111-7034549-2295464 ? On our US account, the customer asked us to cancel the order on August 8th, and today they left a feedback that they did not receive the item... Well of course, if you ask us to cancel and refund an order they won't receive the item!! I believe we shouldn't be penalized for something like that, we simply did what the customer asked of us.
Daryl_Amazon
Hey @Seller_tsSwrJCNEEJjv,
Apologies on the lateness on my reply here,
Upon checking the order details within your account for 701-4242995-3775468, I don't see any feedback or comments from the buyer:
Were you able to resolve the issue or did you provide me an incorrect order ID? Just double checking and making sure.
Daryl
Daryl_Amazon
For this feedback removal request: 111-7034549-2295464 I went ahead and escalated the situation to our policy managers, will let you know when I receive an update on this matter.
Daryl
Seller_tsSwrJCNEEJjv
I was able to come to a conclusion with the customer after they reached out to try and fix the problem, thank you for coming back to me, it is really appreciated.
Daryl_Amazon
We are here to help! Glad that other order ID was sorted out :)
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.
