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
Hello @Daryl_Amazon, Merry Christmas, yes we have appealed it through the regular mandatory steps first, here is the ID : 16860751521
Daryl_Amazon
Hey @Seller_tsSwrJCNEEJjv,
I went ahead and escalated the situation to our Feedback removal team, will keep you posted on this matter.
Daryl
Seller_tsSwrJCNEEJjv
Hey @Daryl_Amazon, Customer here (order ID 702-0242173-6252276) Is complaining that he got charged shipping even if he is a Prime member... that's not something in our control, they should read their agreement, and know that Prime benefits only apply on Prime items. He also compared the prices of items in a RETAIL STORE, in this case, Jean-Coutu, which is a pharmacy, for his return reason. We accepted the return, but at their cost of postage, because as you know, "better price available" for something that is outside of an amazon store is not automatically pre-paid, since we can't control the customer and their shopping habit.
Case ID ID 16994633611
Let me know if there is something you can do.
Regards
Daryl_Amazon
Hey @Seller_tsSwrJCNEEJjv,
The feedback from Order ID: 701-8687509-2440264 has been suppressed, as for order ID: 702-0242173-6252276, I went ahead and escalated the case, will keep you posted.
Daryl
Daryl_Amazon
Hey @Seller_tsSwrJCNEEJjv,
This feedback was successfully removed :)
Daryl
Seller_tsSwrJCNEEJjv
Hello @Daryl_Amazon, Any chance your team could look into this one as well?
Order ID : 702-9106348-1029839
Feedback : Could you adjust as only returning one. We will use the inside structure from our old one. Refund for only 1 return.
As you can see, the customer was confused, and clearly just wanted to ask us a question, not leave a feedback.
Case ID : 17074344781
Please let me know if anything can be done.
Regards
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.
